Tell-Eureka’s technology is an innovative,
standards-based platform for delivering comprehensive
customer self-service solutions. The LevelOne
Virtual CSR platform leverages advanced speech
recognition and web technologies to resolve customer
support issues quickly and efficiently.
Key components of the LevelOne platform
include:
 Virtual
Support Center
The Virtual Support Center (VSC)
is the suite of services and tools that drives LevelOne
and enables end-to-end support of the entire customer
support lifecycle. Key services provided by VSC
include: customer interaction management, the CRM
and call center integration toolkit, and reporting
and optimization tools. With full support for the
web services architecture using Microsoft’s
.NET Framework, VSC runs on the Windows Server family
of products, and is designed to support standard
Internet protocols and technologies. VSC’s
three tiered web architecture is highly scalable
and extensible.
VSC leverages the XML Process Definition Language
(XPDL) workflow management standard to describe
and automate customer support processes and procedures.
XPDL 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.
At the core of VSC is Support Incident Markup Language
(SIML) which allows customer support interactions
to be described in a device, channel and platform
independent format. Once the customer support workflow
is captured in XPDL and the user interaction is
defined in SIML, a customer support process can
be delivered on any device or channel (i.e. phone,
Web or PDA). This is the foundation for Tell-Eureka’s
"design once, deliver anywhere" customer
support model.
The Convergent Interaction Platform (CIP) is the
engine that manages and drives customer interactions.
The CIP processes XPDL workflows and SIML documents
at run-time to help users resolve their problems.
The CIP is both phone and web enabled delivering
a consistent user experience over both customer
contact channels.
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Visual
Knowledge Publisher
The Visual Knowledge Publisher (VKP)
is an authoring tool designed for business analysts
and support specialists to rapidly capture support
procedures. The VKP offers a seamless interface
for defining support procedures and delivers production-ready
XPDL and SIML. SIML documents, which are designed
to describe installation, configuration and repair
processes in a platform- and modality-independent
format, are translated at run-time for voice-enabled
(VoiceXML), Web-based (HTML), SALT or WML delivery.
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