Iarnród Éireann keeps on tech track
1 April 2005 | 0
Iarnród Éireann is to implement a new interactive voice response (IVR) system and speech recognition system to replace its current system of recorded messages and touch tone responses.
The contract, which is valued in excess €500,000 and cofunded by the Irish Government under the National Development Plan 2000-2006, will enable customers and staff of the national rail company to make use of new services such as Talking Timetable, Breaking News, and E-mail and Calendar Reading Services.
Selected following a rigorous tendering process, the Damovo IVR and speech-recognition system has a ‘natural language facility’ so that callers do not have to change the way they speak in order to be understood. The new system will interface with Iarnród Éireann’s existing Web and IT systems and also has the capability to integrate with future Web developments such as online tickets
sales and reservations.
The upgraded Talking Timetable is the first phase of the project. The company’s Breaking News service, currently available on its Web site, will also be accessible via the phone system. John McCabe, managing director for Damovo Ireland said; “Damovo are delighted to join Iarnród Éireann in a working partnership. The Damovo team will implement a solution which will create working efficiencies and cost savings and ultimately enhance service levels to CIE customers and staff”.
Damovo partnered with Scansoft, a specialist in speech and imaging systems, for this project. The two companies will work together to implement the system for Iarnród Éireann.