Atos Origin operates France Loisirs new automated order service based on voice recognition

Atos Worldline, an Atos Origin Company, was selected by France Loisirs to develop, host and operate its new automated telephone order service. Based on voice recognition, this innovative service, called “Commande Flash” makes the ordering process user-friendly and very smooth for the members, while reducing the number of calls received by the centre.

Operational since December 2007, “Commande Flash” joins the different purchasing channels already available. Its simplified user-friendliness enables callers solely to place orders. Thanks to voice recognition technology, the caller pronounces key words, his membership number and the references of the products to be ordered, thus avoiding the inconvenience of having to use the telephone keys.

This new automated order mode offers numerous advantages: smoothness, conviviality and time saved for the members (the purchasing act takes less than 3 minutes); reduction in the number of call centre advisers and increased customer satisfaction for France Loisirs.

“The members quickly adopted the “Commande Flash” tool which provides real comfort, especially for mobile phone users”, says Marc Duteil, Customer Relations General Manager at France Loisirs. “The stakes of this project were important. The Atos Worldline teams were able to meet all our demands in terms of design and user-friendliness”.

Atos Worldline uses the Nuance technology, the world leader in voice recognition solutions. This service is hosted on the Worldline Voice platform. “Thanks to its technological know-how and its expertise in implementing voice-based solutions, Atos Worldline was able to meet the challenge to obtain a high level of performance via the continuous analysis of the service, especially as regards number recognition”, adds Marc Duteil.

“We are very pleased with our collaboration with France Loisirs, the group’s long term partner. This demonstrates once again Atos Worldline ability to develop, implement, host and manage innovative voice solutions adapted to its customers’ needs”, says Ladan Etemad, CRM and eServices Manager at Atos Worldline.

Atos Worldline will be taking part in the 12th SECA trade show, the main European event focussed on Customer Relationship Management, to be held in Paris - Porte de Versailles from 1 to 3 April 2008. On Booth F39/E40, Atos Worldline will showcase its latest innovations for new-generation call centres, with demonstrations of the new concepts of multi-channel interaction and other solutions such as its virtual call centre, its voice-based services, and its chatterbot.