| |
|
 Conversation
Plug-Ins |
Benefit:
|
Easy-to-deploy conversation
plug-ins with built-in grammars and disambiguation allow
call centers to gather specific customer or product information,
such as:
Model Number |
Customer Account Number |
|
Error Message |
Operating System |
|
Serial Number |
Customer Service Level |
|
Credit Card Number |
Telephone Number |
|
Warranty Status |
|
|
Faster implementation using
pre-tested modules.
TOP OF PAGE |
 |
|
| Natural
Language Problem Identification |
Benefit:
|
Advanced natural
language technology allows customers to describe the reason
for their call in their own words instead of going through
complex menus.
|
Quickly directs
callers to the right solution.
TOP OF PAGE |
|
|
| Rapid
Call Flow Generation |
Benefit: |
Tell-Eureka's
Visual Knowledge Publisher is an authoring environment
that automatically generates conversation components and
allows non-programmers to create dialogs with easy-to-use
drag-and-drop templates.
|
Significantly
shortened implementation and deployment cycles
TOP OF PAGE |
|
|
| Innovative Call Handling |
Benefit: |
Innovative call
handling technology provides:
|
Intelligent call escalation to a live customer service
representative provides a visual transcript of the
call; |
|
Smart book-marking for return calls; |
|
Direction to specific diagrams or articles on the
Web; |
|
LevelOne
Virtual CSR maintains a detailed record
of each call including questions that have been asked
and answered, allowing a caller to continue where he left
off, rather than start over.
TOP OF PAGE |
|
|
| Real-time
business intelligence |
Benefit: |
All call information
is logged into a relational database enabling detailed
analytics.
|
Standard analytical
tools can be used to evaluate customer service and to
spot opportunities to improve support processes.
TOP OF PAGE |
|
|
| Voice-Enabled Commerce Opportunity |
Benefit: |
LevelOne
Virtual CSR utilizes product and problem
information to customize sales opportunities for:
|
Add-on/companion products and services |
|
Consumables |
|
Upgrades to new services and new models |
|
Special offers |
|
Call centers can
turn customer service problems into commerce opportunities;
for example, callers who need to replace an ink cartridge
may also be prompted to order replacements.
TOP OF PAGE |
|
|
