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Convergys adopts SpeechCycle's intelligent help agent

Wed, 09/06/2006 - 8:27am
Brian Santo, CED

Convergys has integrated SpeechCycle's natural-speech automated agent applications into its SpeechPort VoiceXML platform for customer service.

SpeechCycle says its automated agent systems can interpret natural speech to resolve a range of technical support issues for video, broadband/DSL and digital phone services.

Convergys integrates the automated agent applications with its billing and contact center systems.

The intelligent automated agent 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. The system can be updated to handle new issues as the need arises.

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