12th April 2007

-Contact Centre, Customer Service and IT Professionals are invited to the seminar to hear how automation can foster customer loyalty, increase agent productivity and reduce costs-

Boston, MA – April 12th, 2007 - Fluency Voice Technology, (www.fluencyvoice.com), the speech recognition company, today announced a new seminar in collaboration with CM Insight, IBM and Genesys to explore where and how automation can provide value to a multi channel contact centre; most recently described by the CCA as the Holy Grail of Customer Contact.

The seminar will highlight tried and tested case studies from customers including insurance broker The OutRight Company and public sector outsourced provider Capita Software Services. Both of these contact centres are using speech recognition technology in the contact centre to automate routine calls, reduce call transfer rates and dramatically improve customer service.

Mike Havard from CM Insight will open the seminar with an insight into self service trends in call centres and set the scene for the role that technology and applications can play to enhance automation strategies.

Demonstrations and presentations from IBM, Genesys and Fluency will give attendees insight into how the seamless integration of their technology solutions enables contact centres to handle all customer touch points, (including email, fax, phone, SMS and web) with an emphasis on where speech self-service can be applied within the phone channel to optimise performance.

Fluency’s Speech Solutions Consultant, Caroline Leathem, will present best practices that ensure a quality speech self-service implementation.

The event is being held at IBM, Bedfont Lakes, Hounslow on Tuesday, 15th of May from 09:30 through to 16:30.  To register, please visit www.fluencyvoice.com

Jessica Davies is marketing manager at Fluency Voice and comments, “There is much discussion around automation and self-service in the contact centre market and according to the CCA’s chief executive there is now tangible evidence that automation is radically changing how, when and where we deliver customer service.  Our speech recognition applications sit at the heart of delivering these automation and self service improvements and delegates to this seminar will get first hand accounts of contact centres that are already experiencing the benefits that this brings.”

About Fluency Voice Technology

Fluency Voice Technology delivers packaged speech solutions that provide enhanced customer experience and enable enterprises to significantly reduce costs. Our configurable “virtual speech agents” put our customers in control, so they can put their customers in control.

Our experience delivering speech recognition technology into the call center market enables us to focus on automating business processes that return the highest value to our customers. By anticipating business needs and utilizing innovative technology we ensure that our customers are equipped to respond to their evolving requirements.

Fluency has offices in the UK and USA.