February 07, 2012
SpeechCycle Awarded U.S. Patent for Speech Solution
SpeechCycle (News - Alert) has been awarded a U.S. Patent for a "method and apparatus for call back disposition and re-evaluation in Interactive Voice Response (IVR) cased customer care."
The patent was granted on October 18, 2011 and underlines SpeechCycle's commitment to positively impacting the customer experience.
The latest addition in the company's IP portfolio covering key areas of customer interaction management and speech technology solutions, the patent enables organizations to personalize the caller experience based on the previous interaction history.
Earlier, a caller preferred an agent as compared to an automated experience. But now, a caller can use the self-service speech application to rapidly resolve his issues.
Also, a caller having issues with his high-speed Internet service could be sent directly to an agent skilled in resolving those issues.
"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 (News - Alert). "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 (News - Alert), 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."
SpeechCycle has earned many similar accolades in the past. Last year, it was in news for processing more than a billion speech recognition interactions on the company’s hosted platform, RPA OnDemand.
Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny