Media Releases

Transversal challenges pupils to consider maths in the real world

carl.brown — Wed, 01 May 2013 11:37:17 +0000

Publish Date:

Wed, 2013-05-01

Transversal teams with Olympic gold medallist Sarah Ayton to address the UK's maths skills shortage.

London, UK – Transversal, a Cambridge-based technology company, has today launched a nationwide competition that will give pupils the chance to test out their maths skills in the real world – on the high seas. The competition, which is open to UK students between the ages of 16-18, challenges pupils to solve a series of online maths problems centred on sailing.

According to recent analysis undertaken by the Institute of Education, by the age of 16 English pupils rank a low 28th out of the 65 international countries studied. Indeed, rarely a month goes by without another worrying report about the lack of maths skills and poor uptake of the subject at a higher education level.

"Our main focus is to get children excited about studying maths and to highlight its importance in the real world. As sailing is such a popular sport and so reliant on mathematical calculations, it's a great way to demonstrate this," said Davin Yap, CEO of Transversal. "All too often, people consider maths to be a very passive subject learnt from a text book behind a desk, when actually it's actively used in the world on a daily basis." Davin added: "At Transversal, like many other technology companies, maths is a core part of business. In the current team alone we have seven maths graduates and four computer science graduates."

Six winning pupils will be offered the once in a lifetime opportunity to have an afternoon's sailing lesson with double-gold Olympic medal winning British sailor, Sarah Ayton, whose most recent success came when her team won the Yngling sailing class during the 2008 Beijing Olympics. The following day the students will put their new skills to the test as they take part in the annual Transversal Charity Cup. This sees teams compete in a yacht race from Cowes, Isle of Wight to Port Hamble, Southampton to win money for their chosen cause.

"I don't think people realise how much you rely upon maths as a sailor," explains Sarah, "but when you are out on the water you are constantly making and adjusting calculations in your head. With so many elements to factor into the sail, such as wind, tide and crew weight, strong maths skills are absolutely vital. For me it has become second nature."

Lending its support to the campaign is The Institute of Mathematics and its Application, already a firm advocate for the role of maths in sports. The organization, which exists to further the advancement of mathematical knowledge and its applications, has set up the Maths Careers website, a site dedicated to showcasing maths in the real world, with a special page on sport as part of this.

"We welcome any activity, like this from Transversal, that will inspire the next generation of mathematicians," commented Alan Stevens, the chairman for the IMA Maths Careers website committee. "Maths is relevant to so many fields that people would never think of – from theatre design to climate change modelling. It's really important to demonstrate this and in doing so underline the real value maths skills pose to UK society as a whole."

For further details of the competition, which will close for entries on May 31st 2013, please visit – http://transversal-cup.org/participate/maths-competition

Transversal

Press Release

News

Charity Cup

Maths Challenge

The Changing Faces of Charity Customer Service

carl.brown — Mon, 03 Dec 2012 17:38:16 +0000

Publish Date:

Mon, 2012-12-03

The many faces of not-for-profits
When one thinks of not-for-profit organizations (ranging from charities to regulators to chartered institutes and membership bodies), often the perception can be of small, slow-paced organizations which survive hand to mouth and rely on the goodwill of others. Inside most not-for-profits beats a true business heart, working hard to appeal to their vast numbers of stakeholders and typically being under a huge amount of pressure, no different from commercial organizations.

Not-for-profits frequently have to manage the expectations of a varied collection of stakeholders, from members and supporters to volunteers and donors, but with comparatively fewer resources to work with. Staff numbers in the not-for-profit sector can be small. IT equipment is unlikely to be lavish. Financing might be restricted or irregular. This makes efficiency vital, both practically, as the organization tries to do a lot with a little, and ethically. Customer relations need to be managed closely in order to appear transparent and personable; after all, many not-for-profit organizations rely on personality and appeal to bring in donations and memberships.

Dealing with stakeholders in a connected world
With the advance of technology, we are always connected. This means organizations have to communicate with customers 24/7 and to deal with queries across multiple channels, such as Web sites, social media and instant messaging. The way customers relate to organizations has changed dramatically. Not-for-profit organizations – just like businesses – have adapted their use of technology to meet the way in which their stakeholders prefer to communicate.

Members and supporters are now smarter consumers (as they are shrewder customers in the commercial world). They have higher expectations and know what information they require. They need fast transactions and up-to-date information, which is reflected in the way they communicate with organizations. Through social media, members and supporters also have more influence over an organization’s reputation. One bad experience can be tweeted to followers all over the globe and re-tweeted again and again, spreading a potentially negative image of the organization. Not-for-profits, however, also rely on social media to raise awareness and generate support for particular issues or campaigns. Both uses of social media make effective monitoring important.

Customer service expectations have increased pressure on organizations of all sizes to respond, resulting in not-for-profits investing in customer service strategies and mimicking the actions of larger commercial organizations. The cost of investing in customer service is important, since the resources invested need to be justified. Aspects such as increased efficiency and consistent, high-quality communication are essential.

Serving stakeholders from one platform
There are many options for commercial businesses to choose from, but for not-for-profits that are required to manage resources carefully, a solution that is cost-effective is key. Since many consumers now search for information and answers online, a simple Web self-service solution can be effective if run and monitored correctly. Members and supporters can get instant answers online, improving customer experience. Enhanced escalation processes, from the initial online support through to Web chat and telephone advice lines, can then be triggered when personal contact is vital.

The benefit of Web self-service for not-for-profit organizations is that it melds seamlessly with their existing Web sites, enabling consumers to search for information in their own time, at their own pace, and using everyday language. Subsequently, it reduces the volume of calls to contact centres and provides a knowledgebase that contact centre agents can also use to access information and answer queries more effectively. Staff can update the knowledgebase as advice and questions adapt and change; this increases efficiency among employees and consumers, as well as helping to create a personable, approachable and transparent reputation.

For example, Big Lottery Fund (BIG) is already seeing the significant benefits of implementing a self-service knowledgebase to provide information about its numerous charitable projects. People can ask questions in English or Welsh as to the purpose of each project, who it aims to benefit and who can apply for funding.

Lessons learned from the commercial world
There are lessons that not-for-profits can learn from commercial organizations about managing stakeholders efficiently. Mothercare, for instance, employs a self-service solution because it has a large and diverse audience of parents and parents-to-be who require detailed advice to keep their children safe and happy.

Since implementing the self-service solution, Mothercare has cut its contact centre agents’ training times from three weeks to just eight days. The knowledgebase is accessed by 2000 customers per day, reducing contact volumes significantly as more customers serve themselves via the Web. Only 3.5 per cent of customers using the solution escalate their queries to the contact centre. Of the enquiries that still come through by email, Mothercare is able to answer 100 per cent within 24 hours. This increased efficiency has meant that customers feel important and informed and have greater access to Mothercare’s indispensable knowledge of baby and toddler products.

Different sectors, same technology

Web self-service knowledge solutions have a natural-language processing engine and an extensive knowledgebase. On launch, the knowledgebase is loaded with all of the questions that the organization expects to be asked. Staff can then refine the knowledgebase as an ongoing process, adding questions and answers in response to enquiries, feedback and consumer activity, so that the knowledgebase grows and learns from the way it is used. Intelligent algorithms put searches into context to ensure that each user gets the most appropriate answer. The result is that both not-for-profit and commercial organizations can increase their efficiency and improve their relations with key stakeholders.

Social media, which is overlooked by some organizations, can also be taken into consideration when expanding the knowledgebase. It is a good means to crowd-source answers to questions and to ensure that all aspects of customer service enquiries are covered.

Sharing knowledge and keeping it dynamic
When it comes to customer service, whatever the sector or industry, it’s not about having the knowledge, it’s being able to find it. Each organization is likely to have lots of experts, but disseminating their knowledge to hundreds of people at a time is nigh on impossible. By harnessing that knowledge and compiling it into an accessible format for staff and consumers, everyone benefits and the efficiency with which a question is dealt with is improved. Customer service is always going to be a big investment cost-wise, and for not-for-profit organizations can be a drain on precious resources if not managed correctly. However, consistent, high-quality, and reliable information which is readily available can make the difference in terms of future donations and memberships. With not-for-profits so active in raising funds and creating awareness, their efforts cannot be allowed to fail as soon as a potential donor accesses a Web page, picks up the phone or sends an email or tweet.

Dom Newman, global head of business – not-for-profit solutions, Transversal.

Sharon Millard, Head of Customer Services at Mothercare, speaks at the Figaro Digital Marketing Conference

carl.brown — Wed, 21 Nov 2012 14:59:39 +0000

Publish Date:

Wed, 2012-11-21

Sharon Millard, Head of Customer Services at Mothercare, will be among the speakers at the Figaro Digital Marketing Conference on 29 November. She tells us about the retailer's knowledge management system and explains why brands need to be speaking the same language as their customers.

Figaro Digital: Tell us about the knowledge management system which Transversal put together for Mothercare – what did the brand need and how was the system conceived?

Sharon Millard: This goes back to a time before Mothercare and Early Learning Centre joined forces. Our contact centres were changing from being somewhere where people rang up in order to place orders via our catalogue, and instead customers wanted more online support. Previously, the website had been about finding a product, sticking it in your basket and going to the checkout. But all of a sudden people were using the web to browse for information – from students wanting to see a study pack to people asking about the charities we support. We wanted our brand to be well represented, but we also wanted customers to have all this information at their fingertips without having to trawl through the website. We did have HTML FAQs but they weren't very dynamic. We called them 'frequently asked questions,' but really they were just the questions we knew the answers to!

So how did you go about fulfilling all these different requirements?

Well, to backtrack a bit, our business is very flat through most of the year but there are huge spikes at Christmas, when there's a 1,000 per cent increase in our customer contact. What that means is we have a lot of people in the contact centre who are very new to the business. They only have a short experience of the brand. We wanted to clone our best call centre agents, if you like, so the person who only has two weeks' experience has all of the same business information as someone with three years' experience. We knew that being able to share knowledge and breaking news very quickly was something which would really push up the quality of the experience of our brand.

So the knowledge management system was made available to staff as well as customers, and it was able to differentiate between the two, serving different information according to where the query came from.

How has that been effective?

If you're a customer you'll not only have a different way of asking a question, but in this case you'll also get a different database of public-facing results. The system works across both our brands [Mothercare and Early Learning Centre], across two websites and across the call centres. We're giving people a portal and the system dynamically retrieves the information instead of them having to scroll through traditional document repositories or go to a site where you might have to hunt down your information.

What results have you seen since implementing the knowledge management system?

By being able to serve customers information online instead of them having to send us an email, inbound email has been reduced by 40 per cent. We've also reduced the amount of time it takes to train an agent to go live on the phone. It used to take three weeks to train an agent – showing them the order-placing systems, the telephony system and so on. Then you'd have to give them brand training, product knowledge, business process knowledge and so on.

Now if someone's asked a question about the refunds policy, for example, an agent in the call centre has that information instantly via the knowledge management system. It's always current and it's all coming from a central source. It means our new staff can be more competent and more confident more quickly. It's also driving the overall quality of compliance in the call centre, because everyone has the same information in front of them. The system differentiates between different groups of people and you can allocate the information it retrieves. That's the beauty of it. And the system is managed, by the way, by just one part-time person.

There are also, I must point out, some interesting by-products – things we hadn't expected or intended but which have been of great value. A system like this shows you the questions people actually ask.

Can you give us some specific examples?

People ask questions online which they wouldn't necessarily ask on the phone. At Mothercare, one of those is 'when is the best time to conceive?'

That was a revelation to us as a specialist baby and parent retailer, because we realised people were coming to us before they'd even got pregnant, which shows how early our brand was registering with that group of customers. And the question has remained in our top 10 ever since the site went live. Up to that point I was very much of the opinion that I knew everything our customers were asking, because I'd hear them on the phone. If we hadn't already heard it on the phone, I thought, we weren't going to hear it! But we did. So a knowledge management system might even help you learn something about your brand.

Another thing we hadn't anticipated is to do with language. We all use the jargon we're familiar with in our world and often we don't pick up on the vocabulary customers actually use. But if you understand that, you can start to incorporate it into your own language.

For example, in our content we would use the word 'carriers' to describe the people taking the parcels from the warehouse to customers' homes. But our customers always use the word 'courier', which means something slightly different. So there are subtleties involved in understanding your customers' language, and if you can pick up on those you can make your content more meaningful.

Does that have a knock on effect on search and SEO?

It does. It can dramatically improve your natural search results. And based on the question a customer is asking we can not just return a match to that specfic question, but we can push out other information alongside it. So if you were asking about the Baby & Me Club, which is the loyalty club you can join when you're expecting, we can then push the in-store parent club classes we run. We can see the question you're asking and put a relevant push, almost like a little ad, on the side. By knowing the questions people are asking we can deliver information that's targeted and serve up other information to customers.

Sharon Millard will be among the speakers at the Figaro Digital Marketing Conference at the Royal College of Physicians in London on 29 November. Find out more and register for your place here.

Interview by Jon Fortgang

Transversal and John Lewis shortlisted for CCA Excellence Awards 2012

carl.brown — Tue, 31 Jul 2012 10:39:31 +0000

Publish Date:

Tue, 2012-07-31

The technology partnership between Transversal and John Lewis has been recognized in two categories in the Customer Contact Association (CCA) Excellence Awards 2012.

The categories are:

Most effective use of self-service
Best technology partnership

With a highly respected in-store service, John Lewis was keen to replicate this with their online offering. John Lewis appointed Transversal in 2011 to improve their online search function. The Transversal system allowed customers using Johnlewis.com to find relevant information quickly and easily by keying terms in everyday language.

The CCA Excellence Awards programme is designed to recognize the achievements of individuals and organizations committed to delivering outstanding customer service. The CCA Awards are the most respected and sought-after, as they are judged - uniquely - through a peer-group judging process. The judging panel includes professionals from all sectors and senior executives with wide-ranging experience in customer contact centres.

The winners will be announced on the evening of 7th November 2012 at CCA’s Gala Dinner & Excellence Awards Ceremony at The Hilton, Glasgow.

Transversal have won Best Technology Partnership at the CCA Excellence Awards three times in the last four years with Mothercare, Royal Mail and the BBC/Capita - with a Highly Commended mention for their work with Carnival Cruises.

Watch John Lewis case study

Allianz Implements Web Self-service Across its Your Cover Products

carl.brown — Wed, 02 May 2012 10:05:58 +0000

Publish Date:

Fri, 2012-05-04

Solution from Transversal aims to help customers find answers quicker and to reduce call volumes by up to 20%.

Allianz Insurance plc, one of the largest general insurers in the UK, is providing its customers with a new way of getting help for their day-to-day questions.

By using Web self-service technology from Transversal, Allianz aims to reduce calls to its contact centres by up to 20 per cent. This is good for the customer and good for Allianz.

The Transversal solution was implemented in just 12 weeks and has recently gone live on Allianz's Your Cover Web site. Although it's still early days, customer response has been positive. Customers can rate how helpful the answers provided have been, and this feedback is used to continually improve the quality of answers.

Transversal's Web self-service enables customers to ask questions using conversational language. Semantic search technology understands the context of these questions and returns calculated responses from a knowledgebase of several hundred previously prepared answers to common questions.

As well as offering the solution in the help area of the Your Cover site, Allianz has embedded links to self-service content in its Quote and Buy application. This provides users with relevant answers during all stages of the sales process, minimizing drop-outs and enhancing the overall customer experience.

"The vast majority of the customer queries we get are fairly routine but still need to be answered to the customer's satisfaction", comments Gary Lucas, Channel Development Manager, E-Business at Allianz Retail. "For instance, they may want to find out how they can access documents related to their cover or what they need to do to make a claim. Ordinarily, most of these customers would call the contact centre if they could not find the answer they needed online."

Lucas continues: "By providing them with the opportunity to 'self-serve', we’re aiming to take our customer service to another level. For us, a reduction in unnecessary call volume provides agents with time for more complex queries which they can deal with more efficiently; it's a genuine 'win-win' for customers and our business alike."

Davin Yap, CEO of Transversal, comments: "The feedback that Allianz has already gained from customers speaks for itself and demonstrates that empowering customers to 'self-serve' is both more convenient for the customer and efficient for the business. We're seeing demand from a wide range of organizations across different vertical sectors which increasingly recognize that traditional keyword search tools or static FAQs are not enough to help customers and can actually increase frustration and turn them away from the brand."

About Allianz
Allianz Insurance is one of the largest general insurers in the UK and part of the Allianz SE Group, the largest property and casualty insurer worldwide.
About Your Cover
Your Cover Insurance is a company of Allianz Insurance plc, one of the UK’s largest general insurers, established for more than 100 years. They provide comprehensive car insurance and home insurance to thousands of customers across the UK.
Your Cover works differently from other insurance companies because it lets customers build their own insurance policy to suit their needs – adding as much or as little cover as they like, so they never have less cover than they need or pay for more than they want.

Transversal

News

Allianz

Transversal Launches in Australia and New Zealand

sharon.king-livesey — Tue, 01 May 2012 09:04:59 +0000

Publish Date:

Tue, 2012-05-01

Transversal Corporation has today launched in Australia and New Zealand.

The Cambridge, UK software firm specializes in online, multichannel and self-service solutions for customer-facing Web sites, contact centres and internal HR functions. In over a decade of being in business, the company has powered self-service functions for a number of blue-chip customers including the BBC, Barclays, Mothercare, Royal Mail, Marks & Spencer, Aviva and John Lewis. Its Australasian arm is aimed at organizations in Australia and New Zealand that wish to automate the process of answering queries from both customers and internal employees. Transversal's solution uses a dynamic, natural-language knowledgebase to deliver information to agents and customers alike via a convenient online self-service function. Transversal customers typically see an immediate, dramatic email reduction of around 60%, and an improvement in email response time from a few days to just a few minutes.

The Sydney office is now open. Transversal CEO Dr Davin Yap today addresses Customer Experience Management 2012 at Dockside, Sydney, alongside customer experience specialists from organizations including Telstra, Commonwealth Bank, National Australia Bank and Australia Post. He comments: "We've been powering the self-service functions at some of the UK's largest businesses for over a decade. We feel that Australia and New Zealand is a natural market for us given a similar culture and Web-savvy consumers, many of which would prefer to serve themselves in the first instance rather than call or email an organization. The Australia location also offers a springboard into the wider Asia Pacific region."

Christian Kirsch, Managing Director of Transversal Australia Pty Ltd, concludes: "The Australasian market is currently under-served by comparative solutions and there's a massive opportunity for organizations in the region to run their customer services operation more efficiently whilst providing consumers with another compelling channel to interact with them. Transversal's success in the UK with easy-to-implement SaaS solutions, proves that it delivers benefits to all types of organization and we're looking forward to providing Australasian businesses with the same competitive advantages."

Transversal

News

Australia

John Lewis Appoints Transversal to Improve Online Search Function

sharon.king-livesey — Mon, 28 Nov 2011 16:19:09 +0000

Publish Date:

Thu, 2011-12-01

Transversal has been appointed by John Lewis to help improve its customers’ online experience through a new Web self-service solution.

The Transversal system will allow customers using johnlewis.com to find relevant information quickly and easily by keying in search terms in everyday language. The system is designed to offer customers a new, convenient method for answering their questions.

Answers to the common questions that consumers ask are stored in a knowledgebase which is continually updated with relevant information on products, services and deals. The implementation is part of John Lewis’ strategy to further improve its online shopping experience. The Transversal solution will help improve the already successful Web presence that continues to deliver market-beating growth.

The implementation comes at a time when online shopping is booming. Google announced that retail searches in this year's third quarter were 35% higher than in Q3 2010. This trend is only likely to rise with the Christmas period as British consumers search for their favourite products.

Sean O’Connor, Web site manager at John Lewis, explains: “The way consumers shop is changing rapidly. John Lewis needs to ensure it is at the forefront of this change, and that it gives customers the best shopping experience it can through all channels. People want the ease that the Internet can provide, and when they shop online they expect convenience - the Transversal solution will help us achieve that. By allowing people to search for relevant information easily and quickly it helps ensure the Web site is as usable as possible.”

Davin Yap, CEO at Transversal, said: “Web self-service means that customers can get to the information they want far quicker than using traditional keyword search or by phoning the contact centre. This means that customers can answer the everyday, common questions themselves rather than being directed towards the contact centre. Transversal has delivered results for many other retail chains, including Mothercare and Marks & Spencer, and we expect to see the same or better at John Lewis.”

Transversal and Carnival UK Highly Commended at 2011 CCA Awards

carl.brown — Thu, 10 Nov 2011 12:32:30 +0000

Publish Date:

Thu, 2011-11-10

For the fourth year in a row, Transversal's major contribution to contact centres across the UK and partnerships with our clients were celebrated at the CCA Awards.

For our multichannel implementation at Carnival UK we were highly commended at last night's awards ceremony in Glasgow. Carnival UK attended the awards dinner with Transversal, along with fellow clients John Lewis and AXA PPP.

To read more about our four major achievements, visit our Awards page, and to see why we were highly commended, watch the Carnival UK case study video.

Carnival UK Waves in New Era of Customer Service with Transversal

carl.brown — Mon, 24 Oct 2011 09:57:21 +0000

Publish Date:

Thu, 2011-10-20

Carnival UK, the travel giant behind brands such as P&O Cruises and Cunard, has streamlined its customer service operation by using a new Web self-service solution from software provider Transversal. Since implementing the Transversal solution, Carnival has dramatically decreased email enquiries meaning that its P&O Cruises and Cunard operations have slashed response times from four days to just 24 hours.

The Transversal solution enables users to find answers to common questions quickly by keying in questions via the help function on each Web site using conversational language. Answers to over 2500 common questions are stored in a "knowledgebase" which is continually updated and queried approximately 50,000 times every month by customers that research online, by 750 P&O Cruises and Cunard staff (mainly within the contact centre) and by several thousand travel agents across the UK.

The implementation coincides with an extensive marketing campaign by P&O Cruises and Cunard to attract customers. This has seen a near doubling of visitors to its P&O Cruises Web site in 2011 compared with a comparable period last year. Using Transversal has meant that more customers can answer their own questions via the Web site, taking the strain from P&O Cruises' and Cunard’s contact centre staff who can now spend more time dealing with new sales and areas where the human element is really needed.

Giles Hawke, Sales and Customer Services Director at P&O Cruises, explains: “The new Transversal self-help function has caught on quickly. The fact that 50,000 questions are now answered every month by the system shows that customers, staff and travel agents are getting service and value from the flexibility and ease of use the Transversal solution brings. It has become critical since our extended marketing initiatives are making a big difference in terms of hits to the Web site. Providing customers with the ability to serve themselves via the Web site means that contact centre staff are better equipped to deal directly with sales enquiries.”

Hawke continues: “An additional advantage is that we are able to analyze the questions customers ask. Interestingly, we know that the most common questions relate to dress code on board, which is information that wasn’t captured before. The Transversal solution provides us with valuable insight into our customers' main concerns, and a gold mine of marketing information that enables us to further innovate our services based on real customer feedback.”

Davin Yap, CEO of Transversal, said: “Web self-service means that customers and partners can get to the information they want far quicker than using traditional keyword search or by phoning the contact centre. This enables contact centre staff to concentrate on more complex queries – particularly important when we’re talking about a high value sale such as a cruise.”

Users can access the service by clicking on: https://ask.pocruises.com/ or https://ask.cunard.com/. There is also additional information for travel agents at a dedicated travel agent portal.

You can also watch a case study video covering Carnival UK's implementation.

Web Self-service is the New Ace up the Sleeve of Sportingbet

carl.brown — Thu, 22 Sep 2011 15:46:14 +0000

Publish Date:

Mon, 2011-07-11

Transversal helps improve in-play betting rates.

Leading online gaming operator, Sportingbet plc is hoping to increase the volume of customers and bets with Web self-service technology from Transversal. By using Transversal's technology to help users find answers to common questions quickly, Sportingbet plans to improve the usability of its platform and boost rates of in-play gaming still further.

Sportingbet operates Web sites in 21 different languages in 26 countries, accepting bets in 20 different currencies. The Transversal implementation will be implemented firstly on Sportingbet's English-language site and then rolled out across 22 different countries and 18 languages.

On the Sportingbet service the Transversal solution will be implemented with the aim of providing potential gamers with information quicker, making it more likely for them to be able to place their bets before the event has passed. Unlike search engines that simply match keywords or patterns, Transversal's technology understands the underlying concepts of natural language, so that it can provide intelligent answers to questions and suggest a "train of thought" to guide a customer to a desired outcome. If the query remains unresolved the customer has the option to elevate the enquiry to an online chat function and discreetly ask an expert for help.

Steve Talbot, Customer Conversion Manager at Sportingbet, comments: “Sports betting is a very time-sensitive activity. We anticipate that by using the Transversal solution we will improve the usability of the site, in turn this will help customers to find information quicker and ultimately increase the number of bets placed. In addition we are aiming to achieve a 20% reduction in inbound queries to our contact centre.”

Davin Yap, CEO of Transversal, comments: “Traditional keyword search tools are increasingly becoming a thing of the past. Because they're not contextual it can be a real battle for customers to get to the information they need. The gaming industry is highly customer focused and as in-play betting has emerged those customers' needs have become more time sensitive. Any time delay means customers will miss opportunities, which is an obvious source of frustration. The Transversal solution will avoid this and lead to a greater gaming experience, a higher retention of customers and a stronger traffic-to-play conversion rate.”