A wide range of communication vendors, digital entertainment companies, and advanced consumer electronics manufacturers can now automate complex technical support calls

NEW YORK--SpeechCycle Inc., the leading provider of on-demand, voice self-service technical support solutions for cable and telecommunication providers, announced LevelOne Foundation for automating complex customer care calls. Foundation is an extension of SpeechCycle’s LevelOne on-demand product suite of natural language-based speech recognition solutions for Internet, Video and Digital Phone subscribers. LevelOne products are distinguished by an ability to resolve a high percentage of very complex calls without the assistance of a call center agent.

LevelOne Foundation extends SpeechCycle’s highly engaging dialog experience to wireless and satellite companies, vendors of internet-enabled consumer electronics and gaming devices, as well as hardware and software manufacturers that provide phone-based technical support. LevelOne Foundation’s package includes the ability for callers to efficiently solve a wide range of problems from installation and configuration support to advanced software or hardware troubleshooting. LevelOne Foundation can start taking calls in 4-6 weeks.

“SpeechCycle has proven that it is capable of automating highly complex calls while delivering a pleasant caller experience for some of the largest cable and telecommunications service providers,” said Daniel Hong, Lead Analyst, Customer Interaction Technologies, at Datamonitor. “Extending their unique LevelOne product suite to other Digital Service Providers will enable these communications companies to rapidly deploy effective automated solutions for complex service interactions that contact center agents may find mundane or even challenging.”

LevelOne Foundation is capable of troubleshooting complex issues. Call paths are similar to call center agent diagnostics once a symptom is recognized. Callers proceed at their own paces, with an ability to reach a call center agent at any time. LevelOne products typically consider the full scope of the caller’s environment, troubleshooting a specific device or service as well as related equipment or issues that may be at the root cause of the problem.

LevelOne Foundation is built on SpeechCycle’s Speech 3.0 technology and is deployed as an on-demand service. SpeechCycle’s unique Continuous Improvement Process works to improve performance and add new content for target symptoms. As a result, every caller is assured of a consistent experience with up-to-date information.

“The convergence of feature-rich media devices and premium online services is driving exponential growth of complex services interactions,” said Zor Gorelov, CEO of SpeechCycle. “LevelOne Foundation provides Digital Service Providers with a new support resource that answers every call without waiting for a knowledgeable agent, automates complex calls to reduce costs, and delivers an excellent user experience with an added ability to make agents more productive.”

ABOUT Datamonitor

Datamonitor is the world’s leading provider of online data, analytic, and forecasting platforms for key vertical sectors. We help our clients, 5,000 of the world’s leading companies profit from better, timelier decisions. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive & Logistics, Consumer Markets, Energy, Financial Services, Healthcare, Retail and Technology. Datamonitor maintains its headquarters in London and has regional offices in Frankfurt, New York, San Francisco, and Sydney.

ABOUT SpeechCycle

SpeechCycle is an industry innovator in providing voice self-service solutions for complex customer care calls with third generation speech technology. SpeechCycle’s combination of patent-pending Natural Language dialog components, integration to CRM and agent support systems, and a unique Continuous Improvement Process encourage callers to work with SpeechCycle’s LevelOne Automated Agents to increase resolution rates and reduce costs. Knowledge of the caller’s environment and the ability to automatically diagnose and take corrective action when necessary enable SpeechCycle’s Automated Agents to identify and resolve a wide range of caller described issues. SpeechCycle headquarters are in New York, NY. Visit SpeechCycle at www.speechcycle.com.