NEW YORK, NY—September 29, 2003—Tell-Eureka Corp. today introduced LevelOne Virtual CSR Version 2.0 with key enhancements to its voice self-service platform for automating first-level customer support. This latest version is now based on the XML Processing Definition Language (XPDL), the workflow management standard, and fully supports the Web services architecture using the Microsoft .NET Framework. This results in faster time to market, improves the overall customer experience and enables tighter integration of the LevelOne platform with call center and CRM systems.
“Tell-Eureka’s voice self-service solution provides a compelling value proposition for contact centers, with the ability to drive down operational costs while achieving a high level of customer satisfaction,” said Zor Gorelov, founder and CEO of Tell-Eureka. “With XPDL, LevelOne enables consistent customer self-service across multiple delivery channels, including voice, the Web and wireless. With Web services, LevelOne can tap into corporate CRM systems to enhance and personalize each caller interaction.”
LevelOne Virtual CSR is a voice self-service solution that automates first-level customer support to resolve common product and service issues quickly and effectively without live agent assistance. With compelling ROI advantages for contact centers, LevelOne can significantly reduce the cost per call and the overall cost of operations through its conversational voice self-service solution.
XPDL has become the industry standard for workflow applications, providing a framework for implementing business process management and workflow engines. It uses the XML language to describe a business process and, through its extensibility, is able to handle information used by a variety of different tools. Tell-Eureka leverages the standard in LevelOne to automate customer support processes and procedures.
“XPDL has emerged as the leading standard
for business process and workflow management,” said
Robert Shapiro, chair of the technical committee
on process definition interchange model and APIs
for the Workflow Management Coalition and president
of Cape Visions. “LevelOne uses XPDL in
an innovative way to automate customer-facing
workflow applications that combine voice and
Microsoft .NET-connected Technologies
LevelOne’s Web services architecture, based on Windows Server and Microsoft .NET-connected technologies, provides the reliability and scalability demanded by today’s enterprise contact centers. By employing Web services in XML, LevelOne now allows easier, faster and better integration with contact center and CRM systems.
“We are excited that Tell-Eureka is using
the Microsoft .NET Framework to unleash the powerful
capabilities of Web services," said Richard
Burte, product manager for the Developer and
Platform Evangelism Division at Microsoft Corp. "The
productivity and performance gains that companies
are experiencing with the .NET Framework will
enable Tell-Eureka to create enhanced value for
Tell-Eureka is a leader in the development of multi-channel self-service customer support applications that combine speech recognition and Web technologies to cost-effectively automate first-level customer support, while leveraging existing investments in online support initiatives. The company’s intelligent self-service solution enables callers to resolve common issues quickly and effectively using natural conversations over the phone, freeing agents to focus on more complex issues and revenue-generating activities. For a demonstration or more information, call 646.792.2718 or visit www.telleureka.com.
All product and company names herein may be trademarks of their respective owners