Automated payments from Telephonetics VIP begins self service initiative to improve citizen experience at Reigate and Banstead Borough Council

24th July 2008, Hemel Hempstead - Reigate and Banstead Borough Council has chosen a speech self service solution from Telephonetics VIP, the speech recognition and voice automation specialist, to automate payment transactions through its contact centre.

Reigate and Banstead Borough Council serves around 127,000 residents living in approximately 53,000 properties.

Initially the Council will be implementing the speech self service technology from Telephonetics VIP to process payment transactions such as parking fines or council tax.

Bryn Panther, Head of Customer Services, Reigate and Banstead Borough Council, explains the Council’s reasons for choosing Telephonetics VIP, “Reigate and Banstead Borough Council had a long standing relationship with VIP for ACD solutions. The Telephonetics VIP merger happened at a time when we were looking to innovate ourselves in the widening of provision of self service customer solutions for telephone transactions.” 
The Council has future plans to use the self service technology for non-payment transactions such as reporting a missed refuse collection or the location of an abandoned vehicle. They would also like to use the technology for short term projects such as the annual update of the electoral register.

Bill Burgar, Managing Director, Telephonetics VIP concludes, “More and more local authorities are using telephone automation to boost service levels. The technology not only allows them to keep costs under control but greatly improves their accessibility and convenience for the community. We are delighted to be continuing our relationship with Reigate and Banstead Borough Council through the provision of innovative speech self service solutions to help them achieve their customer service goals.”