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IVR - Patent for Repeat Caller Process Granted to SpeechCycle
February 07, 2012

Patent for Repeat Caller Process Granted to SpeechCycle

By Carolyn J Dawson, TMCnet Contributor

SpeechCycle (News - Alert) recently announced it has received a U.S. Patent for its repeat caller handling process. This company’s IP portfolio spans a range of customer interaction management and speech technology solutions.

SpeechCycle has received the U.S. Patent No. 8,041,019 B2 on October 18, 2011 for its technique and equipment to analyze customers’ temperaments during call backs. This analyzed information can be used to enhance the customers’ Interactive Voice Response or IVR experience. Organizations can therefore modify the caller experience on the basis of the prior communication history.

In a release, Sheryl Kingstone, Director of Research at Yankee Group (News - Alert), said, "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. 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."

SpeechCycle's speech platform and LevelOne Agents speech application suite have been now incorporated with this latest technology.

Zor Gorelov (News - Alert), CEO of SpeechCycle and co-inventor of the patent, said, "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. It offers further proof of our commitment to enhancing the customer experience for service providers while at the same time reducing customer care costs."

Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.

Edited by Rich Steeves

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