cp acceo va der - Suez Environnement

LYONNAISE DES EAUX
Tour CB 21 – 16 place de l’Iris
92040 PARIS LA DEFENSE CEDEX
TEL +33 (0)1 58 81 40 00
FAX +33 (0)1 58 81 27 15
WWW.LYONNAISE-DES-EAUX.FR
PRESS RELEASE
18 SEPTEMBER 2012
lyonnaise des eaux is making a commitment to the right to information and
services by rolling out acceo, a service dedicated
to deaf and hearing-impaired people throughout france.
Lyonnaise des Eaux is the first company in the water sector to roll out ACCEO, a service
for handling calls from its deaf or hearing-impaired customers in real time, throughout
France.
The service, which was introduced at three Lyonnaise des Eaux pilot sites, Cholet,
Bordeaux and Eaux de Normandie in July 2011, has demonstrated that it met the
requirements of hearing-impaired customers, the number of whom is on the rise
among the French population.
LYONNAISE DES EAUX MADE A COMMITMENT TO INTRODUCE THE CONCEPT OF UNIVERSAL
COMMUNICATION IN 2006
Six million people in France have a hearing problem. This number is set to increase inexorably, due
to the aging population and to the increase of noise nuisance (personal music players, etc.), which
are leading to a loss of hearing, especially among the 15 to 30 age group.
Lyonnaise des Eaux has also worked in partnership with the Delta Process SME and these 14 other
companies since 2006 to design the “TADEO” service, again in line with the initiative launched by
the Act of February 11, 2005 promoting “equal rights and opportunities for disabled people, and
their participation as citizens”.
As a solution dedicated to helping employees who are hearing-impaired to communicate, its aim is
to enable the full and complete expression of talent within the company by enabling everyone to
communicate for the benefit of overall performance.
In 2010, this technology was also adapted under the ACCEO name, in order to handle calls from
the public.
Lyonnaise des Eaux therefore decided to enable its hearing-impaired customers to benefit from the
technology in 2011. The development of the ACCEO service reflects Lyonnaise des Eaux’
commitment, and proactive approach to combating all forms of disability-related discrimination,
thereby anticipating the 2010-2012 Plan for Deaf and Hearing-Impaired People.
ACCEO ENABLES LYONNAISE DES EAUX’S HEARING-IMPAIRED CUSTOMERS TO ACCESS THE COMPANY BY
TELEPHONE
ACCEO relies on a platform that connects the deaf or hearing-impaired person to an interpreter or
transcriber, who translates their request for the Lyonnaise des Eaux customer service agent in real
time. The translation may take several forms:
- video interpretation, i.e. visual contact with a person who interprets the questions and answers in
French sign language, which is used by around 10% of deaf people.
- instantaneous transcription of speech read on a screen, which is performed remotely by an expert
operator.
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The process is as follows:
The customer in question needs a PC with a Webcam, a microphone (if they can speak), and an
internet connection.
The customer connects to customer services on the Lyonnaise-des-eaux.fr website.
They gain access to the service by clicking on an icon.
They choose their communication method:
•
Video – interpretation in French Sign Language (ACCEO interpreter translating in real
time). They can then see their interpreter.
•
Simultaneous speech transcription, which they can read on their screen.
The ACCEO platform operator then enters into contact with Lyonnaise des Eaux’s remote advisor
and both parties enter into a dialogue. The customer is dealt with immediately.
ACCEO, A SERVICE THAT IS CREATING NEW PROFESSIONS
This highly original service is opening up the field for new professions and for the creation of new
jobs in France that cannot be offshored, like e-transcription for simultaneous translation, for
instance.
Lastly, this initiative enables the expansion of an innovative SME, Delta Process, which also is
creating jobs.
www.lyonnaise-des-eaux.fr
LYONNAISE DES EAUX
Lyonnaise des Eaux, filiale de SUEZ ENVIRONNEMENT, emploie 12 000 collaborateurs, distribue l’eau potable à
12 millions d’habitants, et dépollue les eaux usées de plus de 9,4 millions de personnes en France.
La protection de la ressource en eau, en quantité et en qualité, est au centre de ses préoccupations. Pour
garantir collectivement l’avenir de l’eau, Lyonnaise des Eaux a lancé en novembre 2011 le Contrat pour la santé
de l’eau, un partenariat modernisé avec les collectivités qui porte des propositions innovantes en matière de
gouvernance, d’innovation et de modèle économique. L’efficacité de ses engagements est placée sous le
contrôle de Vigeo, agence indépendante de notation extra-financière.
www.Lyonnaise-des-eaux.fr
SUEZ ENVIRONNEMENT
Les ressources naturelles ne sont pas infinies. SUEZ ENVIRONNEMENT (Paris : SEV, Bruxelles : SEVB), et ses
filiales s’engagent au quotidien à relever le défi de la protection des ressources en apportant des solutions
innovantes à des millions de personnes et aux industries. SUEZ ENVIRONNEMENT alimente 91 millions de
personnes en eau potable, 63 millions en services d’assainissement et assure la collecte des déchets de plus de
57 millions de personnes. Avec 80.410
collaborateurs, SUEZ ENVIRONNEMENT est un leader mondial
exclusivement dédié aux métiers de l’eau et des déchets et présent sur les cinq continents. En 2011, SUEZ
ENVIRONNEMENT, filiale détenue à 35,7 % par GDF SUEZ, a réalisé un chiffre d’affaires de 14,8 milliards
d’euros.
Contact Presse :
Tel : +33 1 58 81 23 23
Contact Analystes / Investisseurs :
Tel : +33 1 58 81 24 95
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