VOC Vision OP China

RNS No 6837a
VOCALIS GROUP PLC
19th March 1998

                             
                ANGLIAN WATER UPGRADES ITS
              TELEPHONE SYSTEM USING VOCALIS
               SPEECH RECOGNITION TECHNOLOGY

Vocalis  Group  plc, the speech recognition  and  telephony
solutions  company  is  pleased to  announce  a  successful
implementation  at Anglian Water.  The partnership  between
Computer  Sciences  Corporation (CSC),  Anglian  Water  and
Vocalis,   which   began  with  the  installation   of   an
interactive  voice response (IVR) telephony system  at  the
start  of last year, is highlighted by this recent  upgrade
to Anglian Water's call reception system.

Working  with  CSC  at Anglian Water, the Customer  Service
Bureau  which handles between 1,000 and 1,500 calls  a  day
can now prioritise emergency calls using speech recognition
technology. The system has the facility to allow callers to
the customer service lines to automatically jump to the top
of  the  queue  if  they  simply say  they  are  making  an
emergency call. Other enhancements include a global message
facility  which allows Anglian to make general  information
announcements  to its customers. This feature  is  flexible
enough to be changed at any time, ensuring customers always
have  up to date information. In addition, callers now have
the option to leave messages for agents if they do not need
to speak to someone immediately.

Graham  Blackburn, Team Leader Customer Services at Anglian
Water  comments,  "The  IVR system has  proved  a  success,
ensuring  that  call handling remains quick and  efficient,
even  during  peaks periods or emergencies.   Using  speech
recognition technology we are able to achieve a high  level
of  customer  service by prioritising calls and  automating
routine  tasks that agents perform. This results in greater
efficiency  in our call handling. Importantly, the  upgrade
was completed with minimum disruption to service."

Jonathan Hart, Sales  Director at Vocalis Group plc,  adds,
"Working for Anglian Water with CSC has proved to be a good
partnership. We know that the improvements will  provide  a
more  flexible  and  efficient call centre.  Improving  and
developing  an  already successful system demonstrates  the
importance with which Anglian Water views customer  service
and   the  confidence  they  have  in  the  Vocalis  speech
recognition technology.  "


For further information: -


Tom Moriarty
Tavistock Communications Limited
Tel:  0171 600 2288


Jonathan Hart/ Philippa Buttle
Vocalis Group plc
Tel: 01223 846177
Fax: 01223 846178
Email: philippa.buttle@vocalis.com
enquiries@vocalis.com


Monica Greenwood
Anglian Water
Tel: 01480 323231


Ian Bruce
Computer Sciences Corporation
Tel: 01252-363092.


About Vocalis

Vocalis  Group  plc  builds  a  range  of  voice  activated
telephony  products for telephone network service providers
and   corporate   clients  world-wide.    Vocalis   has   a
proprietary  speech  recognition  technology  which   helps
businesses and people stay in touch, naturally.

Products   include  Operetta, the  world's  first   voice
activated auto attendant, and SPEECHtel, a family of voice
activated service applications, such as voice dialling  and
directory   assistance,  for  fixed  and  mobile  telephone
operators.  Vocalis was formed in 1993 and has been  traded
on the London Stock Exchange since July 1996.


About Anglian Water

Anglian  Water  is  geographically the largest  of  the  10
regional water services companies of England and Wales. The
Region  stretches  from the Humber to  the  Thames  and  to
Oxfordshire in the west.


About Computer Science Corporation

Computer Sciences Corporation (CSC) is the third largest IT
services  company world-wide, and offers clients  a  fully-
integrated range of offerings including management  and  IT
consultancy, systems integration and outsourcing.  Revenues
are $6.5 billion with 45,000 employees in over 600 offices;
European  headquarter are in Farnborough, England.  CSC  is
the  IT  partner with Anglian Water and developed  the  new
call centre.

END

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