NEW YORK, NY – March 15, 2005 – Tell-Eureka
today announced LevelOne VoIP Agent,
a speech-based self-service product that enables
access to advanced features over the phone
and automates customer care and technical support
for VoIP phone service. A major cable company
is deploying the product to provide customer
service for its rapidly growing VoIP subscriber
base.
“LevelOne VoIP Agent provides a compelling cost-reduction opportunity for providers of VoIP services, enabling quick and easy phone-based self-service with access to features and troubleshooting using personalized, high-touch automated agents,” said Zor Gorelov, CEO of Tell-Eureka. “And now, Tell-Eureka is the first to support the video, broadband and VoIP Triple Play, automating customer care for all three service offerings with a proven solution that uses speech recognition technology and consistently delivers high call completion rates.”
Built on Tell-Eureka’s LevelOne Virtual CSR platform, LevelOne VoIP Agent is the latest voice self-service product, joining LevelOne Video Agent for digital cable and LevelOne Broadband Agent for high-speed Internet. LevelOne VoIP Agent steps callers through the set-up process, helps with voicemail access, quickly activates and customizes features, and efficiently troubleshoots technical service issues. Additionally, the automated agent provides customer education on feature use and activation, which represents a high number of customer care calls.
LevelOne automated agents use speech recognition technology and natural language to follow the same procedures as live service representatives while delivering significant cost savings. The automated agents attain high resolution rates, handling the most common calls and freeing live agents to focus on more complex caller requests.
The automated agents are continually trained to leverage best practices and deliver highly consistent customer service around the clock. The results of every call are captured along with detailed call statistics to provide valuable business intelligence, such as root cause analysis and insight into product quality.
LevelOne automated agents have consistently earned high marks from callers on customer satisfaction surveys. More than 90 percent of customers surveyed over the past year have said that they liked the automated service and would use it again.
LevelOne VoIP Agent will be generally available in June.
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 646.792.2718 or visit www.telleureka.com.
All product and company names herein may be trademarks of their respective owners.
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