West Australian Tourism Commission

ActiveCall designed an innovative programme for the WA Tourism Call Centre to manage phone queries called the "Virtual" Call Centre. This automated call centre begins the call by asking for a key word that is relevant to the information the caller is looking for. Using Speech Recognition, the system searches a database and directs the call to the Information Centre in WA that best matches the inquiry. This ensures that callers are able to speak to the right person with local expertise. With this system that ActiveCall created for WA Tourism Commission, Perth Information Centre is now able to maximise the efficiency in handling calls better than before.

ActiveCall's "Virtual" Call Centre was a winning entry in the 2001 Australian Information Industry Association iAwards, in the iMPLEMENTATION class under the category of Telecommunications and Networking. For further information on the "Virtual" Call Centre please refer to Speech Recognition under Services, or contact ActiveCall.