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SpeechCycle Awarded Patent for Repeat Caller Process


Monday, February 06, 2012

New patent enhances customer experience for award-winning speech technology solution

New York, NY -- SpeechCycle, the leading provider of customer self-service solutions for service providers, today announced it has been awarded a U.S. Patent for its process on repeat caller handling. This patent is the latest in the company’s IP portfolio covering key areas of customer interaction management and speech technology solutions and further cements SpeechCycle’s commitment to positively impacting the customer experience.

The patent (U.S. Patent No. 8,041,019 B2), awarded for a “method and apparatus for call back disposition and re-evaluation in Interactive Voice Response (IVR) cased customer care,” enables organizations to personalize the caller experience based on the previous interaction history. A caller who previously chose to go directly to an agent to avoid the automated experience on a second call can be informed of the benefits of using the self-service speech application to rapidly resolve their issues. Alternatively, a caller with a repeated problem with their high-speed Internet service could be sent directly to an agent skilled in resolving those issues. As a result, the customer issue is resolved more quickly, creating an optimum end-user experience.

This new technology is now integrated into SpeechCycle’s speech platform and LevelOne Agents speech application suite. This advancement enables customers to better interact with IVR technology, ultimately resulting in a more positive customer experience.

“Our research has shown that consumers are increasingly frustrated with service providers that do not offer a personalized customer service experience that includes a variety of channels and a direct understanding of their problem or need,” said Sheryl Kingstone, Director of Research at Yankee Group. “As we move into 2012, service providers that miss the mark on personalized customer service will risk losing valuable customers who now have more options than ever to switch providers.”

“This is an exciting patent as it helps our customers deliver a personalized and superior customer experience by acknowledging previous calls to the automated system and changing the way the call is handled,” said Zor Gorelov, CEO of SpeechCycle and co-inventor of the patent. “It offers further proof of our commitment to enhancing the customer experience for service providers while at the same time reducing customer care costs.”

The patent was granted on October 18, 2011. For more information about SpeechCycle, please visit www.speechcycle.com or follow us on Twitter @SpeechCycle.

About SpeechCycle

SpeechCycle, a leader in customer self-service solutions, delivers innovative solutions to the world’s leading enterprises and communications service providers. SpeechCycle has processed over one-billion transactions on its award-winning cloud platform and is pioneering a new generation of mobile business-to-consumer applications that help companies meet the demands of today’s always-connected consumer. For more information, please visit www.SpeechCycle.com. Follow SpeechCycle on Twitter @SpeechCycle.

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.



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