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October 8, 2009

Transversal secures BBC iPlayer contract extension

Enabling self-help for TV on-demand platform

By Steve Evans

EServices vendor Transversal has scooped a 10-year extension to its deal with BPO firm Capita Business Services to provide self-service technology to the BBC’s Audience Service. This includes support for BBC’s hugely-popular iPlayer platform.

Transversal self-service customer help platform that runs on the BBC iPlayer enables users to ask queries in everyday language, with 99.6% of queries being answered automatically. The same technology is used for FAQ support as well as all BBC general queries.

Capita Business Services has been running the BBC Audience Services contract for BBC for 10 years and Transversal has been onboard since March 2008.

“The service runs 24/7 and we were seeking effective self-service capabilities that will free staff time and enable them to have a greater focus on value-added services.  Transversal’s technology has been integral to helping us achieve this goal. Extending the contract with Transversal made perfect sense. Throughout the contract term, Capita will work with the BBC to find new applications for Transversal technology across the broad spectrum of audience communication,” said Jonathan Rush, head of business development at Capita for BBC Audience Services.

“Naturally, we are thrilled with Capita’s commitment until 2019 and it’s certainly a great accolade for the future of customer self-service. Every application is different and we recognise that the BBC had some unique requirements, not to mention the need for a large knowledgebase of answers. “Using our artificial intelligence technology this isn’t a problem, as the knowledgebase is kept up-to-date organically,” said Davin Yap, CEO, Transversal.

Transversal provides a variety of eServices for customer-facing websites, including self-service platforms, targeted advertising and contact centre services. Its other clients include Tesco, Royal Mail, Barclays and Standard Life.


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