Convergys Offers SpeechCycle's Advanced Speech Applications to Support Cable and Telecommunications Companies.NEW YORK New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of -- SpeechCycle, a leading provider of on-demand, intelligent automated agents for technical support utilizing speech recognition for the cable and telecommunications industries, today announced a partnership with Convergys Corporation (NYSE NYSE See: New York Stock Exchange : CVG CVG Convergys Corp CVG Corporación Venezolana de Guayana CVG Clear Vertical Grain (woodworking) CVG Carrier Group CVG Corporacion Venezolana de Guyana CVG Comprehensive Video Group (South Hackensack, NJ, USA) ), a global leader in customer care, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , and billing services. SpeechCycle's speech applications are hosted on Convergys' patented SpeechPort(TM) VoiceXML platform. The partnership will enable Convergys to deploy automated solutions that can resolve a significant percentage of calls, increase customer satisfaction, and reduce costs. SpeechCycle's automated agent solutions allow callers to speak naturally to resolve a broad array of technical support issues for video, broadband/DSL and digital phone services. The solutions are continually updated to include changes in premise-based equipment and service provider procedures, allowing the automated agents to effectively troubleshoot the issue specifically for each caller's environment. Convergys' speech solutions utilizing SpeechCycle applications also take advantage of billing and contact center systems to optimize and personalize per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. the caller experience and to seamlessly integrate with an agent when required through screen pop technology. "Convergys automated technical support solutions powered by SpeechCylce will cost- effectively handle complex customer service calls which have traditionally been a challenge to organizations offering video, broadband and telecommunications services In telecommunication, the term telecommunications service has the following meanings: 1. Any service provided by a telecommunication provider. 2. ," said Bill Andrews <noinclude> Bill Andrews can refer to more than one person: </noinclude>
</noinclude> , General Manager of Self-Service Solutions for Convergys. "The combination of a Convergys hosted speech solution and SpeechCycle's technical support applications will deliver peak period scalability and reliability while resolving issues more quickly for customers and efficiently for service providers." "SpeechCycle's technical support solutions increase automation rates by using natural language speech to partner with callers in the problem resolution process," said Zor Gorelov, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of SpeechCycle. "Convergys customers interacting with a SpeechCycle-powered technical support application will discover an intelligent automated agent that adapts its interactions based on each caller's equipment status, service levels, and account standing to resolve an issue without waiting for a knowledgeable agent." SpeechCycle's voice self-service solutions revolve around Verb 1. revolve around - center upon; "Her entire attention centered on her children"; "Our day revolved around our work" center, center on, concentrate on, focus on, revolve about its Continuous Improvement Process to address the full lifecycle of speech applications - which means its automated agents never grow obsolete. SpeechCycle ensures high call resolution rates with its innovative technology that talks and thinks human. ABOUT Convergys By applying more than 20 years of operational experience in customer care, Convergys brings clarity and rigor rigor /rig·or/ (rig´er) [L.] chill; rigidity. rigor mor´tis the stiffening of a dead body accompanying depletion of adenosine triphosphate in the muscle fibers. to defining, implementing, and managing client-specific solutions. Convergys' solutions help its clients improve operational efficiency and service quality, enrich the customer experience, and strengthen customer relationships to improve their competitive advantage and increase revenue growth. Convergys is Outthinking and Outdoing(TM) on behalf of its clients every day. ABOUT SpeechCycle SpeechCycle is an industry innovator in providing on-demand Speechsourcing applications for automating customer care. The company's LevelOne intelligent agents automate the full lifecycle of speech self-service capabilities, making sure the best agent is always on the call. The SpeechCycle platform allows organizations to deploy speech self-service applications in a fraction of the time and at a fraction of the cost of first- and second-generation speech offerings. For more information, go to www.SpeechCycle.com |
|
||||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion