SpeechWorks Solution Services Over One Million Calls for Credit Lyonnais.Business Editors/High-Tech Writers PARIS Paris, in Greek mythology Paris or Alexander, in Greek mythology, son of Priam and Hecuba and brother of Hector. Because it was prophesied that he would cause the destruction of Troy, Paris was abandoned on Mt. & BOSTON--(BUSINESS WIRE)--May 21, 2003 Speech-Enabled Customer Service Line Delivers High Caller Satisfaction For One of France's Largest Banking Groups SpeechWorks International, Inc. (Nasdaq: SPWX SPWX Speechworks (stock symbol) ), a global leader in speech technologies and services, today announced that its call routing application for Credit Lyonnais, one of France's largest banking groups, has successfully serviced more than one million calls using SpeechWorks(R) speech recognition technology. SpeechWorks and French partner NetCentrex, a leading enabler of next-generation VoIP networks and services, implemented the call routing service An IN (Intelligent Network) service that enables businesses to route calls to another call center if congestion occurs or to another telephone when the store is closed. See store locator service. for calls to select Credit Lyonnais branches in 2002. Customers that call their Credit Lyonnais branch are welcomed by a friendly, French speaking speech service. This service guides the caller through various banking options such as listening to account balances and transferring funds. SpeechWorks' technology recognizes the caller's commands and executes them. The caller can also be redirected to a customer care manager if he or she wishes to do so. "The SpeechWorks solution handles 100 percent of inbound calls to these branch locations. The maturity of SpeechWorks' technology lets callers easily navigate through complex applications that go beyond recognizing simple 'yes' and 'no' responses. The speech-enabled application is more intuitive and feature-rich than touchtone applications, which didn't meet our customer service requirements," said Marc Oppenheim, Manager of Multi Channel Platforms at Credit Lyonnais. "Today, virtually all of the calls are successfully completed through the speech system, which we believe is proof of our customers' satisfaction with speech." "Credit Lyonnais came to us looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. an automated customer service solution to offload calls coming into its call center and to reduce call center costs, without compromising quality of service," said Steve Chambers, chief marketing officer at SpeechWorks. "Today, with our partner NetCentrex, we have successfully handled over a million calls in less than 12 months, while simultaneously increasing caller satisfaction for Credit Lyonnais' customers." About SpeechWorks Organizations around the world trust SpeechWorks to manage their customer conversations. As a leading provider of speech technologies and services, SpeechWorks helps companies create and implement unique Speech Strategies that ensure maximum financial return and the highest levels of caller satisfaction. The Company provides speech recognition, text-to-speech (TTS (1) See text-to-speech. (2) (Transaction Tracking System) Software that monitors a transaction until completion. In the event of a hardware or software failure, it ensures that the database is brought back to its former state before the attempt to ) and speaker verification for network and embedded environments, including new multimodal Two or more modes of operation. The term is used to refer to a myriad of functions and conditions in which two or more different methods, processes or forms of delivery are used. On the Web, it refers to asking for something one way and receiving the answer another; for example requesting devices with both an audio interface and visual display. SpeechWorks' customers include carriers, corporations and government organizations such as Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. , CIBC CIBC Canadian Imperial Bank of Commerce CIBC Centres Interinstitutionnels de Bilan de Compétences CIBC Commonwealth Institute of Biological Control (Trinidad) CIBC Commercial International Brokerage Company , Citibank Europe, Microsoft, and Wachovia Corporation. For more information, please call 617.428.4444 or visit www.speechworks.com. About NetCentrex (www.netcentrex.net) NetCentrex(TM) develops next-generation networking products and network-based applications for 3 main markets: business communications, customer interactions and broadband residential communications. NetCentrex' solutions include voice portals, network-based contact centers, voice and video over IP virtual private networks, IP Centrex A telephone service in which an IP-based PBX is located in the telephone company's facilities. It connects to the customer via the LAN rather than by telephone wires. IP CENTREX offers voice over IP and other IP-based services as well as connectivity to the regular telephone system (PSTN). services, business trunking and residential telephony and video services. The solutions enable both service providers and enterprises to build converged networks and to deploy advanced, high value-added services. All solutions are built on the same core architecture which is composed of NetCentrex' application softswitch and media server. Founded in 1998, NetCentrex has over 150 customers worldwide, including Comunitel, Equant, France Telecom, FastWeb, MTU-Intel, Prosodie, Telecom Italia, Telefonica Deutschland, Tiscali, TransTelecom, Voicenet Communications and Xpedite. International partners include Cisco Systems, Hewlett-Packard, Intel and Sonus Networks. Leading European and US venture capital firms Name Location Founding date Managing Partners/Directors Specialty Capital managed 5AM Ventures Menlo Park, CA; Waltham, MA 2002 John Diekman, PhD (managing partner), Scott Rocklage, PhD (managing partner), Andrew Schwab (managing partner) life sciences $200M [1] back the privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. . SpeechWorks is a registered trademark of SpeechWorks International, Inc. in the United States and other countries. All other trademarks are the property of their respective owners. |
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