Contact Center Managers Now Able to Immediately Customize Messages to Callers Accessing SpeechCycle Natural Language Voice Recognition Applications

NEW YORK--SpeechCycle Inc., the leading provider of on-demand, voice self-service customer care solutions for cable and telecommunication providers, announced QuickTouch™, a web-based portal for enabling dynamic changes to SpeechCycle voice recognition solutions. QuickTouch’s web interface makes it easy for non-technical customer care professionals to proactively reach out to callers with new information such as notification of an outage in a specified area, equipment or service updates, or promotion of a marketing program.

QuickTouch will be available with SpeechCycle natural language-based voice recognition solutions for Digital Service Providers. SpeechCycle self-service solutions work to automate challenging customer “touch points” such as technical support calls for video service, connectivity troubleshooting including modems, routers or home network configuration, and assistance with using new digital telephony features. QuickTouch helps to personalize each caller’s experience by enabling an ability to target messages by application or region, make voice prompt changes immediately using pre-recorded audio or Text-To-Speech without technical assistance, and ultimately answer some caller questions before they are asked.

"QuickTouch innovatively works with our unique natural language voice to further immerse each caller in a personalized experience, enhancing our ability to automate the most complex calls at remarkable rates,” said Roberto Pieraccini, Chief Technology Officer, SpeechCycle. “A QuickTouch management infrastructure makes distributed control a reality for enabling activity such as regionally customizing messages with confidence inspired by an intuitive web interface.”

Changing voice prompts in a speech application typically involves considerable time and engineering effort. QuickTouch effectively places more control in the hands of customer care managers by providing secure access to points in a dialog defined for dynamic prompt management. A prompt library can be populated and browsed to manage pre-recorded audio files. Text-to-speech allows audio messages to be delivered and tested before a change if a pre-recorded audio file is not immediately available. Message management supported by access rights and audit ensures secure operations.

Reaching out to callers with prompts explaining outages, schedules, or equipment changes greatly enhances customer satisfaction and retention by anticipating reasons for certain types of calls. Issues answered with a proactively offered message contribute toward resolving more calls as well as reducing contact center agent transfers. Marketing managers can also take advantage of the service-to-sales features offered by QuickTouch. Examples may include an introductory prompt promoting a new service, or information about upgrading to premium service levels.

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 diagnostic 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 issues. SpeechCycle headquarters are in New York, NY. Visit SpeechCycle at www.speechcycle.com.

SpeechCycle is a trademark of SpeechCycle, Inc. All other company or product names mentioned may be trademarks or registered trademarks of the respective companies with which they are identified.