Redwood City, CA – June 29,
2004 – SupportSoft, Inc. (Nasdaq:
SPRT), and Tell-Eureka Corp. today announced
the planned integration of SupportSoft’s
VoiceAssist™ product with Tell-Eureka’s
LevelOne Virtual CSR™ solution. The combined
solution extends to broadband service providers
the ability to offer their customers telephone-based
self-service that more precisely and quickly
resolves technical problems on the first call,
leading to faster and more and personalized
customer service.
Today's call centers face a multitude of challenges, ranging from high agent turnover to supporting increasingly complex products and services. Integration of SupportSoft’s patented SmartIssue™ diagnostics and knowledge automation functionality with LevelOne Virtual CSR allows cable and broadband subscribers to solve problems themselves with the help of Tell-Eureka’s virtual agent. LevelOne uses speech recognition technology to intelligently and automatically understand the caller’s computing environment and troubleshoot complex technical problems, enabling the service provider to more efficiently utilize valuable support staff.
Additionally, by combining SupportSoft’s knowledge automation software capability through use of its Knowledge Center Suite with Tell-Eureka’s broadband voice knowledge bases customers can even receive automated, “one click fixes” directly at their computer desktop to solve the problem. For broadband subscribers who prefer to use the telephone for customer service, Tell-Eureka’s LevelOne Virtual CSR can already be well on the way to solving the problem once the caller inputs a sixteen digit code generated by SupportSoft’s VoiceAssist software.
“The beauty of SupportSoft’s VoiceAssist solution, is that even if a problem occurs when the subscriber is offline , the software can still help to provide all the diagnostics to Tell-Eureka’s voice self-service technology, improving the caller experience and reducing average handle time for the automated system the same way we reduce it for live agent assistance,” said Scott Dale, SupportSoft’s vice president of engineering. “That’s powerful functionality when you have millions of consumers to serve. We look forward to working with Tell-Eureka to provide new service options for companies with heavy volumes of customer telephone support.”
“Much like a live customer service representative, Tell-Eureka’s LevelOne Virtual CSR engages callers in natural language conversations to resolve common problems quickly and easily over the phone - without requiring live agents – providing a compelling value proposition for contact centers” said Zor Gorelov, Tell-Eureka’s CEO. “By leveraging the information from SupportSoft’s VoiceAssist, our virtual agents can function even more intelligently and quickly by diagnosing and solving problems never before possible, shortening the call time, and improving first call completion rates.”
Tell-Eureka’s
LevelOne Virtual CSR
LevelOne Virtual CSR, an award-winning voice self-service solution for contact
centers, automates first-level customer support using conversational speech
recognition. The LevelOne solution resolves common product and service issues
without live agent assistance. Callers have given LevelOne high marks for its
intuitive, conversational approach to self-service with its ability to quickly
and effectively troubleshoot issues. LevelOne reduces per-call costs and improves
overall customer satisfaction.
SupportSoft’s VoiceAssist
VoiceAssist
utilizes patented SmartIssue™ technology
to automatically summarize the user's key system
settings and translates these into numbered sequence,
even when they are offline, so the data transaction
between the caller and the customer service center
can be easily and accurately conveyed. The caller
can either enter the SmartIssue code sequence
into a voice self-service solution, like Tell-Eureka’s,
or give it verbally to a support professional.
In both instances, VoiceAssist automatically
removes the frustration from the often lengthy
and traditional phone-based discovery process,
resulting in more satisfied customers.
About SupportSoft
SupportSoft
(Nasdaq: SPRT) is a leading provider of Real-Time
Service Management (RTSM(tm)) software designed
to accelerate and automate enterprise technical
support, customer service and IT infrastructure
management. Enterprises that have purchased
our products and services include: ADP, Bank
of America, Cisco Systems, IBM, Procter & Gamble,
Siebel Systems, Sony and Thomson Financial.
Managed service providers that have purchased
our products to provide outsourced services
to enterprises include: Accenture, ACS, CompuCom,
CSC and IBM Global Services. Digital service
providers incorporating our software into their
service offerings include: Adelphia Communications,
BellSouth, Charter Communications, Comcast
Communications, Cox Communications, TeliaSonera
and UPC. For more information, visit www.supportsoft.com.
About Tell-Eureka
Tell-Eureka is a leader in the development of multi-channel, self-service customer
support applications that combine speech recognition and Web technologies. Its
award-winning LevelOne Virtual CSR platform cost-effectively automates 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 303-545-2280 or visit www.telleureka.com.
All product and company names herein may be trademarks of their respective owners.
SupportSoft Contact: Tell-Eureka
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