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

Over 20 unique issues are handled in categories such as Caller ID Configuration, Caller ID Blocking, Call Waiting, 3-Way Calling, Call Forwarding, and Selective Call Forwarding.

Does the LevelOne Digital Phone Automated Agent provide troubleshooting?

No. LevelOne Digital Phone is focused on configuration assistance for a range of digital features. Voice Mail assistance tends to be one of the most frequently accessed dialogs.

Are these just a series of voice-enabled FAQ’s?

No. LevelOne Digital Phone provides a wide range variety of possible dialog paths. What callers say, combined with knowledge of the Digital Phone equipment and features guide an intelligent, interactive dialog.

What happens when new Digital Phone features are added?

SpeechCycle’s unique Continuous Improvement Process is designed to quickly add dialog support for new features. Directions for feature configuration and questions will be added to prompts and speech recognition grammars.

What degree of call resolution can be expected?

LevelOne Digital Phone 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 provided some caller assistance such as call forwarding information. 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 Digital Phone 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 Digital Phone 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.