Convergys Offers Advanced Speech Applications to Support Cable and Telecommunications Companies

SpeechCycle, a leading provider of on-demand, intelligent automated agents for technical support utilizing speech recognition for the cable and telecommunications industries, today announced a partnership with Convergys Corporation (NYSE: CVG – News), a global leader in customer care, human resources, and billing services. SpeechCycle’s speech applications are hosted on Convergys’ patented SpeechPort™ VoiceXML platform.

The partnership will enable Convergys to deploy automated solutions that can resolve a significant percentage of calls, increase customer satisfaction, and reduce costs. SpeechCycle’s automated agent solutions allow callers to speak naturally to resolve a broad array of technical support issues for video, broadband/DSL and digital phone services. The solutions are continually updated to include changes in premise-based equipment and service provider procedures, allowing the automated agents to effectively troubleshoot the issue specifically for each caller’s environment. Convergys’ speech solutions utilizing SpeechCycle applications also take advantage of billing and contact center systems to optimize and personalize the caller experience and to seamlessly integrate with an agent when required through screen pop technology.

“Convergys automated technical support solutions powered by SpeechCylce will cost- effectively handle complex customer service calls which have traditionally been a challenge to organizations offering video, broadband and telecommunications services,” said Bill Andrews, General Manager of Self-Service Solutions for Convergys. “The combination of a Convergys hosted speech solution and SpeechCycle’s technical support applications will deliver peak period scalability and reliability while resolving issues more quickly for customers and efficiently for service providers.”

“SpeechCycle’s technical support solutions increase automation rates by using natural language speech to partner with callers in the problem resolution process,” said Zor Gorelov, CEO of SpeechCycle. “Convergys customers interacting with a SpeechCycle-powered technical support application will discover an intelligent automated agent that adapts its interactions based on each caller’s equipment status, service levels, and account standing to resolve an issue without waiting for a knowledgeable agent.”

SpeechCycle’s voice self-service solutions revolve around its Continuous Improvement Process to address the full lifecycle of speech applications – which means its automated agents never grow obsolete. SpeechCycle ensures high call resolution rates with its innovative technology that talks and thinks human.