Tell-Eureka Launches LevelOne VoIP Agent, Delivering Automated Speech-Based Customer Care for VoIP Service Providers

Business Wire, March 15, 2005

NEW YORK -- Completes Triple Play Voice Self-Service Offering with Automated Agents for Digital Cable, Broadband and Now VoIP Services

Tell-Eureka today announced LevelOne VoIP Agent, a speech-based self-service product that enables access to advanced features over the phone and automates customer care and technical support for VoIP phone service. A major cable company is deploying the product to provide customer service for its rapidly growing VoIP subscriber base.

"LevelOne VoIP Agent provides a compelling cost-reduction opportunity for providers of VoIP services, enabling quick and easy phone-based self-service with access to features and troubleshooting using personalized, high-touch automated agents," said Zor Gorelov, CEO of Tell-Eureka. "And now, Tell-Eureka is the first to support the video, broadband and VoIP Triple Play, automating customer care for all three service offerings with a proven solution that uses speech recognition technology and consistently delivers high call completion rates."

Built on Tell-Eureka's LevelOne Virtual CSR platform, LevelOne VoIP Agent is the latest voice self-service product, joining LevelOne Video Agent for digital cable and LevelOne Broadband Agent for high-speed Internet. LevelOne VoIP Agent steps callers through the set-up process, helps with voicemail access, quickly activates and customizes features, and efficiently troubleshoots technical service issues. Additionally, the automated agent provides customer education on feature use and activation, which represents a high number of customer care calls.

LevelOne automated agents use speech recognition technology and natural language to follow the same procedures as live service representatives while delivering significant cost savings. The automated agents attain high resolution rates, handling the most common calls and freeing live agents to focus on more complex caller requests.

The automated agents are continually trained to leverage best practices and deliver highly consistent customer service around the clock. The results of every call are captured along with detailed call statistics to provide valuable business intelligence, such as root cause analysis and insight into product quality.

LevelOne automated agents have consistently earned high marks from callers on customer satisfaction surveys. More than 90 percent of customers surveyed over the past year have said that they liked the automated service and would use it again.

LevelOne VoIP Agent will be generally available in June.

About Tell-Eureka

Tell-Eureka is a leader in the development of multi-channel, self-service customer support applications that combine speech recognition and Web technologies. Its award-winning LevelOne Virtual CSR platform cost-effectively automates first-level customer support, while leveraging existing investments in online support initiatives. The company's intelligent self-service solution enables callers to resolve common issues quickly and effectively using natural conversations over the phone, freeing agents to focus on more complex issues and revenue-generating activities. For a demonstration or more information, call 646.792.2716 or visit www.telleureka.com.