Voice
The Voice business unit includes Eniro’s personal search services via telephone and SMS, for example Eniro 118 118 in Sweden. Voice is a reporting business unit with profit responsibility.
With over 70 billion queries per year, Eniro is the largest in personal search services in the Nordic region. In Sweden, Eniro 118 118 is the leading player in Directory Assistance. In Norway, Eniro’s voice service holds a strong second place, as is also the case for Eniro’s voice service in Finland. Eniro’s voice service in Poland is still in the start-up phase.
The market for personal search services is undergoing great changes. It has seen a declining trend when it comes to simple requests for names and numbers. The trend is now toward more complicated requests where users want help with driving directions, maps, information about business hours and other information from various websites. Another area of strong growth is text based SMS queries. This benefits Eniro, which has well documented experience in expanding services and creating innovative, new offerings that stimulate usage.
Personal search services also require a high level of operational efficiency to achieve profitability. Eniro’s operations are some of the most cost-efficient in the industry. This knowledge can be applied to other segments such as call-center operations, or help to run switchboards for larger companies and organizations. Eniro took the first step in 2008 by acquiring the customer service company Sentraali Oy in Finland.
Operating Revenues per market 2008, SEK M
The graph shows the distribution of operating revenues in business unit Voice, 2008. Total operating revenues for the Voice business unit in 2008 was 953 SEK M.
Last updated:2009-07-20