UK Airport Handles More Calls With Self-Service Automation Through IVR

Newcastle International Airport wanted to reduce the burden on front-desk customer service staff through a more flexible and automated call handling system. Nortel delivered a cutting-edge Interactive Voice Response (IVR) system, based on the Nortel Media Processing Server (MPS) 500 and speech recognition software. The Nortel developer team also designed two call handling applications to sit on top of the system: SpeechDial for voice-activated dialing, and Flight Line to deliver automated information about flight departure and arrival times.