NEW YORK, NY – August 3, 2004 – Tell-Eureka today launched two new self-service products that automate phone-based support for cable and broadband service providers. LevelOne VideoAgent and LevelOne Broadband Agent interact with callers to troubleshoot technical support problems and are highly effective at resolving caller issues. The new LevelOne automated agents, built on the award-winning LevelOne Virtual CSR platform, are available immediately and can be deployed in 60 to 90 days. Three cable and broadband providers have already selected the LevelOne self-service products to reduce their technical support costs while maintaining high-touch customer service.

“We’ve incorporated best practices of live agents into our LevelOne Virtual CSR technology to create automated agents that are highly effective at resolving video and broadband issues over the phone,” said Zor Gorelov, CEO of Tell-Eureka. “LevelOne Video Agent and LevelOne Broadband Agent present a unique opportunity for digital service providers to offer a very cost effective, conversational self-service solution on the most ubiquitous contact channel – the phone. By using the LevelOne agents for first-level support, these companies are able to greatly lower support costs while maintaining a high level of customer satisfaction.”

LevelOne Video and Broadband Agents, using advanced speech recognition technology, are able to correctly identify the reason for a call, provide instructions to resolve specific issues, and ensure that each task is completed successfully to avoid callbacks. Through this process-driven approach, LevelOne attains high resolution rates, handling the most common calls and freeing live agents to focus on more complex caller requests. This automated approach significantly reduces per-call costs and the overall cost of operations.

Through integration with telephony, billing, provisioning and trouble ticket systems, LevelOne Video and Broadband Agents have access to the same information as live agents, such as subscriber account information, equipment status and outage areas, to intelligently resolve caller problems in the shortest possible time. LevelOne agents are trained and then continually improved based on feedback from calls using LevelOne real-time reporting and analysis tools. Once a LevelOne agent knows about improved support processes, that knowledge is available across the board to deliver highly consistent customer service around the clock. Satisfaction surveys conducted by the automated agents as part of the call help to gauge the overall customer experience.

LevelOne Video Agent
The LevelOne Video Agent is able to diagnose and troubleshoot a variety of issues for video service subscribers, such as poor picture quality, missing channels, sound and volume problems, Video On-Demand or Pay-Per-View issues and problems with the interactive guide. LevelOne has been trained on tens of thousands of actual caller problem descriptions to understand these issues and provide clear steps leading to resolution.

LevelOne Broadband Agent
The LevelOne Broadband Agent diagnoses broadband connectivity and email service issues over the phone which represent the vast majority of broadband technical support calls. This is especially important for callers who cannot access self-service support via the Internet. The automated agent works with the caller to troubleshoot problems with the PC, cable modem, home network, cabling and software settings.

LevelOne Virtual CSR Platform
Built on open-standards, the LevelOne Virtual CSR platform uses advanced speech recognition technology and the web services framework, and supports VoiceXML 2.0 and SALT. LevelOne integrates with CRM and call center back-end systems using XML and CTI (Computer Telephony Integration). This allows the automated agents to access the same customer information available to live agents. The results of every call are captured and, with the LevelOne real-time reporting engine, detailed call statistics are available for data mining along with valuable business intelligence, such as problem frequency and insight into product quality.

 

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Tell-Eureka Contact: Chris McManus CenterStage Communications 718-832-9154 cmcmanus@centerstagecomm.com