Telecoms World PLC
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CASE STUDY

There are many different kinds of text-to-speech services but Telecoms World have worked closely with TFL to provide an 0800 Freephone number with a Textphone service for their deaf or hard of hearing customers. For anyone who already has a Textphone, it will be a small screen and a keyboard on which a message may be typed. Some plug directly into a phone line, making calls by typing on a keypad and taking calls by reading the reply on a screen.

The Challenge

Transport for London (TFL) are the local government organisation responsible for all aspects of London's transport system including Oyster Card, Congestion Zone, Taxi’s, Underground and Overground trains. Currently, more than 31 million journeys are made across their network every day. TFL do all they can to keep the city moving, working and growing and to make life in London better.

Telecoms World Solution

Around ten million people in the UK are deaf or have a hearing loss and wear a hearing aids, sometimes finding communication more of a challenge. Using a phone can be frustrating for the hard of hearing and so TFL required a service which allowed these people to have access to the same services and information as everyone else.

Results

The Textphone service for TFL now connects anyone using the service with the same information as everyone else. Allowing deaf, hard of hearing and speech impaired people to make calls to TFL and stay up to date on how services are running, general travel information or to have any or their questions answered. A IVR (Interactive Voice Response) (interactive voice response) was also integrated to allow callers to choose the relevant department they required.

Customer Requirements

  • Text to Speech capability
  • Freephone number
  • IVR

Solution Components

  • Memorable 0800 number
  • Integration with Textphone service
  • Professionally recorded messages