Speech Technology Magazine


Convergys Offers Outsourced Automated Verification Solution

CINCINNATI, OH - Convergys Corporation announced an outsourced, automated verification solution for telecommunications providers.
Posted Oct 1, 2002
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CINCINNATI, OH - Convergys Corporation (NYSE: CVG) announced an outsourced, automated verification solution for telecommunications providers. The speech-enabled solution, powered by SpeechWorks International Inc. (Nasdaq: SPWX) enables telecommunications providers to verify that customers agreed to switch their local or long distance telephone carrier, eliminating U.S. and state government-imposed fines for "slamming." To prevent slamming, the illegal practice of changing a consumer's telephone service provider without permission, the Federal Communications Commission and state public utility and service commissions mandate that all carriers offer verification procedures. Penalties for each slamming infraction can reach tens of thousands of dollars. FCC rules acknowledged in August 2000 that automated verification both meets FCC requirements and provides regulatory advantages over live operator verification. With the Convergys and SpeechWorks solution, carriers can now provide immediate verification to consumers while automating existing processes, reducing errors, and omissions caused by human operators and managing heavy call volume. Cost savings are estimated at 50 percent to 60 percent vs. live agent verification. "Speech recognition solutions are being adopted by telecommunications providers to solve industry challenges through technical innovation," said Steve Chambers, chief marketing officer at SpeechWorks. "Our collaborative efforts with Convergys and the resulting ROI reiterate the long term value of investing in speech solutions." "Our clients attest to the power of outsourced, speech-enabled automated verification to drive significant savings and meet FCC requirements," said Randy Mysliviec, Convergys Senior Vice President of Marketing. "To address specific customer requirements, we leveraged the advanced speech recognition capabilities from SpeechWorks on our SpeechPort platform to reduce costs and eliminate abandoned calls. At the same time, we maintain the quality and reliability customers expect from a live operator." This automated solution simplifies the complexity of the critical post-sales process with an automated dialogue. Advanced speech recognition creates a spontaneous interaction with callers that is tailored to affirm their unique purchase decision. This configuration enables carriers to support variable pricing plans and meet local and national regulatory requirements. This flexibility, combined with Convergys' ability to handle significant call volume on SpeechPort and to help close sales in a reliable, real-time fashion, is unique in the marketplace.
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