Transversal to Provide Self-Service to Capita And BBC Audience Services Until 2019
Transversal has been working with Capita Business Services since March 2008, providing self-service technology to support the BBC's Audience Services. The contract extension until 2019 is a huge vote of confidence for Transversal and its customer self service solutions. It is also indicative of the solid foundation that has grown over the last fifteen months between Capita and Transversal.
The BBC Audience Services contract includes the BBC iPlayer application through an advanced 'Help' website service developed by Transversal. It allows users to get instant and accurate online answers to questions that can be asked using everyday language. The technology is also used for FAQ support for all BBC general queries. Since Transversal's technology was deployed, millions of customers have used the iPlayer help service and 99.6 per cent of queries are now being answered automatically.
Capita's contact centre agents have also benefitted from an internal Ask a Question help service. Not only has it enabled them to provide fast answers to caller's questions, but it has also proved a valuable tool for staff training.
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