August 10, 2011
SpeechCycle Announces Partnership with Novauris Technologies
By Deepika Mala
SpeechCycle (News - Alert), a provider of customer interaction management solutions, has signed a partnership agreement with Novauris Technologies, to offer advanced capabilities for speech recognition within SpeechCycle’s LevelOne Agents speech products.
Service provider customers of SpeechCycle, through this partnership will be allowed to deploy enhanced speech applications and improve the quality of their customer care offering.
Also, with this partnership, SpeechCycle’s speech recognition products can now support spoken selection from sets of hundreds of millions of entries. This will help service providers to support fast and accurate name-and-address recognition even from lists containing tens – or hundreds – of millions of name-and-address pairs.
This process allows callers to speak their complete name and address as a single utterance. The identification of customers from their spoken name and address results in a significant reduction in the number of unidentified callers, requiring the involvement of live-agents and increased hold times.
The outcome of this new capability is reduced call handling time and an improved customer experience.
In a press release, Roberto Pieraccini, CTO of SpeechCycle, said: “This partnership with Novauris (News - Alert) demonstrates SpeechCycle’s continued focus on the advancement of speech technology to improve the customer service experience.” “By integrating Novauris’ NovaSearch technology into our product offering all customer service inquiries requiring caller identification can be seamlessly automated, even in absence of other more traditional identification methods. Our goal is to create solutions that reduce call center costs while providing an optimal customer experience.”
John Bridle, CTO and Co-founder of Novauris, said, “This partnership provides an ideal opportunity for Novauris to bring some of its unique strengths to major service providers. We are proud to have helped make LevelOne Agents what we believe to be the most complete customer care solution available.”
In related news, SpeechCycle has appointed Scott Kolman (News - Alert) as the company’s new Senior Vice President of Marketing.
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Deepika Mala is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Rich Steeves