Typical Implementation

Locator can be used for a range of customer applications including:

• A retail group might use Locator to provide address details and opening hours for each of their stores.
• In the leisure sector, a hotel group might use Locator to identify a hotel nearest to the caller, and then provide directions to it.
• A company providing annual subscription services might use Locator to provide details on the addresses where payments can be accepted.
  
• The “transfer” option allows Locator to be used for applications where the caller, having identified the location, needs to speak to a call center agent.
  

Key Features & Benefits

The flexibility inherent in Locator allows the application to be used for a wide range of business applications.

• Customers can specify the type of information to be collected from the caller.
• Locator automates the capture of location based information, freeing up agent time to work on higher value activities.
  
• Fully configurable via the Fluency Management Console
• “Always On” availability allowing callers to locate the information they need on a 24 x 7 basis.

Application Configuration

The following options can be configured in Locator via the VSA Management Console:

• Locator supports both UK and US specific inputs.
• Locator can be configured to request various types of information from the caller. These include Telephone Number, a Unique Location ID, Postcode (UK) or Zip Code (US), Town (UK), County (UK) or City / State (US) or Country.
• The type of information that can be read back to the caller includes Opening Hours, Telephone Number, an Address, or a generic message.
• The number of records read back to the caller (up to a maximum of 20) is fully configurable. Callers can navigate these responses using “Next” and “Repeat” type commands.
• A further option allows callers to have their call transferred through to the premises that they have been located during the call flow.
• Additional call flows can be set up in response to changing business requirements.

Deployment Options

Locator is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.