SpeechCycle (formerly Tell-Eureka) is a leader in providing innovative call center automation technology to resolve technical support problems over the telephone without live agent assistance. Today, SpeechCycle’s on-demand service processes millions of calls every month from call centers all over the country for some of the largest US cable and broadband companies.
Triple play domain expertise
SpeechCycle offers unique expertise as it relates to triple play automation technical support. Members of the staff are subject matter experts in third-level technical support for Internet and cable TV – and bring intimate knowledge of the intricacies associated with problem-solving around specific customer issues and equipment.
Voice interaction design
SpeechCycle’s speech self-service applications not only build on advanced technologies, but on advanced thinking. The company’s expertise in spoken dialog systems – from how best to keep customers engaged on the call, to how best to solve their problems – is manifest in a superior caller experience. This level of sophistication in voice interaction design dramatically increases call automation and customer satisfaction.
Business intelligence
SpeechCycle’s LevelOne software logs every aspect of every call, creating a data warehouse that provides a valuable source of business intelligence not readily available to most digital service providers. This enables customers to leverage strategic information and insights – such as trends in caller behavior and patterns relating to specific equipment – to inform improvements and gain competitive advantage.
Ownership benefits
SpeechCycle’s automated agents are designed to provide either completely automated call handling, or the intelligent support of live agents – reducing the average handle time associated with partially automated calls, generating significantly savings.
