Britain's Virgin Trains needed to improve the cost effectiveness of its customer sales centres while maintaining the quality of the customer experience. Capgemini and Cable & Wireless successfully applied leading-edge techniques of Advanced Speech Recognition (ASR) and voice-data integration into TheTrainline sales centres, which manage rail retailing for Virgin. The result makes the whole experience of buying a train ticket quick and easy for the customer and efficient, and more profitable for Virgin Trains.
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