Industry News

Lender latches on to voice technology

Countrywide adopts speech-activated software

Countrywide Home Loans is taking its customer service to a new level with the adoption of voice automation products. The lender signed a deal to implement voice automation provider Nuance's speech software. Nuance's software enables automated access to things like account balances, flight information, e-mail reading and voice activated dialing. "For our customer-facing mortgage application, we evaluated a number of speech vendors and Nuance was best able to deliver on our needs–a complete, open VoiceXML-based voice automation solution," Countrywide CIO Richard Jones said. The software is expected to provide customers with faster access to specific information. Countrywide selected Nuance Voice Platform, a VoiceXML-based software platform specifically designed for speech systems, as well as Nuance's speech recognition software and Nuance Vocalizer text-to-speech engine. "Voice automation helps companies realize a competitive advantage and achieve bottom-line business resu...