SpeechCycle Adds Windows Vista Support for High Speed Internet Technical Support Callers
LevelOne Automated Agents troubleshoot internet and email issues for Vista users
SpeechCycle Inc., the leading provider of on-demand, voice self-service technical support solutions for cable and telecommunication providers, announced that SpeechCycle’s LevelOne Broadband Agent now provides automated troubleshooting for high speed internet users with the Windows Vista operating system. LevelOne Broadband Agent utilizes natural language speech recognition to identify issues described by callers. Once a caller’s issue is identified, automated diagnostics and repair actions are performed for modem, PC, and routers as well as software and networking components.
Windows Vista is expected to be installed on more than 35 million PC’s in 2007 according to research prepared by International Data Corporation (IDC). Vista introduces a new look-and-feel along with functional changes to the way some features are accessed and modified. LevelOne Broadband now includes diagnostic support and navigational guidance for a range of Vista features and functions that may be required to resolve high speed internet or e-mail issues. For example, interactive assistance for adjusting internet settings within Vista is significantly different from previous Windows versions.
“The ability to support Vista users means that SpeechCycle solutions will be capable of automating technical support calls for a rapidly growing number of subscribers upgrading to Vista,” said Zor Gorelov, CEO of SpeechCycle. “Providing knowledgeable assistance on the intricacies of a new operating system helps to improve caller satisfaction by quickly resolving issues and helping callers to understand changes from previous versions of Windows.”
LevelOne automated agents are continuously updated on new technologies, services and products as well as news, such as local outages. This is a benefit to service providers, who can offer the most up-to-date customer care with LevelOne automated agents while contact center agents are being trained on new updates.
LevelOne Broadband Agent asks callers for their operating system to deliver operating system-specific diagnostic guidance. SpeechCycle automates some of the more challenging efforts for call center agents, such as stepping callers through advanced internet and e-mail configuration settings for a range of Windows operating systems and versions. Windows 98, ME, 2000 and XP are supported in addition to Vista.
SpeechCycle solutions also integrate with agent desktops to provide a seamless foundation for calls transferred from LevelOne Automated Agents when diagnostic efforts are complete or if additional assistance is requested by the caller. Details such as operating system in use, troubleshooting steps attempted, and a next-step suggestion eliminate the need to repeat what has already been done, giving agents a “head start” toward call resolution.
LevelOne Automated Agents provide an interactive experience that immerses callers in a diagnostic and repair partnership to resolve a problem. Complex customer care calls can thus be automated while making call center agents more effective.
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 http://www.speechcycle.com.