Janssen Cilag Improves Call Handling with Speech Recognition

With a large proportion of mobile employees working for the company, the operators at Janssen-Cilag's headquarters in High Wycombe handled a high level of calls from staffers who needed internal telephone numbers. Inevitably, this led to long call queues externally and in some instances, lost calls. With the ultimate aim of reducing the level of internal calls to the operator, Janssen-Cilag decided to seek a satisfactory solution to the problem; to increase staff productivity and efficiency - by reducing the amount of time that operators spent on needless call routing and directory-based administration.

Introducing a solution to alleviate heavy call traffic was of paramount importance to Janssen-Cilag. The company undertook a review of its existing technology and identified the following requirements for an improved system:
- The ability to prioritise and answer external calls.
- Ways of ensuring internal calls are dealt with efficiently.
- The ability to easily generate reports on how the system is coping.
- The ability to integrate with legacy technology.

After a rigorous selection process, Janssen-Cilag opted for a range of solutions from Datapulse, whose offerings best fit with their needs. Datapulse's VAD was identified as a solution which would significantly ease the call traffic to operators from Janssen-Cilag staff - looking to locate colleagues.

Once the technology had been chosen the next step was the rollout of the solution on site. Datapulse worked in conjunction with BT and installed the VAD at Jansen-Cilag's head office with 500 entries and 4 lines/ports. The VAD was implemented and running within 2 weeks of being selected. The company is now looking to expand this to an extra 4 lines/ports to extend the system to cover internal use. The aim is to decrease the administration and time involved in producing paper-based telephone directories, which quickly become out-of-date the minute they get printed and distributed around the company.

Since installing VAD, the number of external calls to the operator has fallen dramatically as the system now handles most employee enquiries. Employees are now able to reach the people they need more quickly and regardless of the time of day, and there is a 94% success rate for call transfers. This in turn enables the operators to concentrate on answering and routing important external calls. Sue Lewis, Telecoms Manager at Janssen-Cilag estimates that time savings of around 30% has been achieved.

Janssen-Cilag had an assortment of existing systems, including a corporate database which required integrating with the VAD technology, which Datapulse's Professional Services Team were able to assist with. The resulting integrating system means that there is now only one central point for updating directory information, thus reducing the amount of time spent on administration.

The reporting package has also proved to be incredibly useful as it accurately logs and generates statistics on how well the system is performing and handling calls, which also provides valuable data on the products' return on investment value.

The solutions were implemented on time and well within budget. Following a half-day training session, operators were familiar enough with the systems to be able to use the system proficiently.
Sue Lewis from Janssen-Cilag comments: "We realised the importance of being able to efficiently handle calls from the public, and we knew that with our existing systems, we weren't always able to do that as well as we would have liked. Now that we have Datapulse's technology in place, we're confident that we can deal with the volume of calls that we receive and offer a higher level of service."