Essex County Council has just embarked on the first phase of implementing a new speech recognition solution.

Eckoh Plc, a provider of speech recognition and payment solutions, and Azzurri Communications, a provider of managed communications services won the contract with Essex County Council, with Eckoh developing and implementing the solution.

Essex County Council has switched to speech recognition technology in a bid to reduce call waiting times, free up contact centre agents and achieve cost savings for the Council which services 1.4 million people.

“What is paramount to Essex Council is the delivery of first class customer service to all our residents in the most cost efficient manner,” said Robert Overall, deputy chief, Essex County Council.