What type of calls can be resolved with SpeechCycle’s LevelOne Broadband Automated Agent?

Almost 70 unique symptoms and issues are handled within categories that include no internet service, slow internet, problems with email, and password reset. Issues are resolved by guiding callers through troubleshooting and provisioning dialogs, as well as via automated efforts such as ping and modem reset.

What if the issue resides with the subscriber’s router, home network, or PC?

SpeechCycle provides troubleshooting assistance beyond the modem to identify the root cause of a problem. Integration enables the LevelOne Broadband Agent to identify whether a router is being used. Automated dialogs provide guidance in rebooting routers, as well as assisting with PC issues that are typical “hot spots.” For example, the SpeechCycle Automated Agent will assist callers with Microsoft’s Windows Connection Wizard or the Windows Local Area Network Repair feature. Directions with deleting temporary Internet files is also supported.

What is the difference between an integrated and non-integrated solution?

A SpeechCycle “integrated” solution generally refers to an ability to access information available from the same systems used by agents. Common billing, provisioning and troubleshooting systems will enable SpeechCycle to immediately gain knowledge of the caller’s service, deployed equipment, and state of the network, thus adding what is perceived by callers as more intelligence to the dialog. It can also reduce the number of questions that require a response and will lead to improved call resolution rates.

What are examples of systems the LevelOne Broadband Agent currently integrates with?

• Billing systems: Amdocs (CableData), Convergys ICOMS and CSG systems
• Provisioning and Outage: Existing systems
• CTI: Links to agent desktop such as provided by Aspect
• Other: Additional support systems when required

What modem models are covered?

SpeechCycle’s Persistent Optimization Process essentially means that every modem model will be covered within the LevelOne Broadband agents speech dialogs. Well over 50 models are already being supported form vendors such as 2Wire, 3Com, Ambit, Arris, BestData, Com-21, DLink, General Instruments, Linksys, Motorola (Surfboard), Netgear, RCA, Scientific Atlanta, Terayon, Webstar, and Zoom.

What happens when new modem models are deployed to subscribers?

SpeechCycle’s unique Continuous Improvement Process is designed to quickly add support for new modem models. Modem details can be quickly updated to the speech dialogs including not only vendor name and model number, but also descriptions for light patterns and location of on/off switch.

What degree of call resolution can be expected?

LevelOne Broadband Agents delivers value by completely automating a significant percentage of calls, as well as partially automating calls where escalation is required. The level of integration and other factors will have an impact on call resolution rates. A significant volume of calls can also be partially automated, saving agents from repeating troubleshooting steps upon escalation.

What is the value of partially automated calls?

Partial automation means that the LevelOne Automated Agent has engaged in some diagnostic steps such as checking modem lights, assistance with reboot, or attempt to successfully engage the Microsoft Windows Internet Connection Wizard. Escalation to an agent may be required because reasonable. troubleshooting efforts have been exhausted, or simply to connect to an agent by caller request. In these cases a forward looking screen pop can be sent to an agent providing a “next step” suggestion along with some background about the call. Value includes potentially reducing agent handle time as well as customer satisfaction by avoiding repeating a diagnostic step.

What is “Repeat Caller Detection?”

SpeechCycle can identify when a call is received from the same phone number within a specified period of time after the initial call was received. A Repeat Call will be identified within SpeechCycle reports and special call handling applied.

How does the LevelOne Broadband Agent integrate with contact center agents?

Calls are transferred to an agent when automated diagnostics are exhausted, or when requested by a caller. Additional integration will enable the LevelOne Broadband Agent to send a forward looking screen pop to the agent desktop. Information provided includes a next step suggestion as well as detail on previously completed steps.

How are these applications deployed?

SpeechCycle LevelOne Automated Agents can be deployed as a hosted solution, or a premise-based managed service.