SpeechCycle Certifies Performance of Automated Agents for Holly Connects Platform

SpeechCycle, a provider of on-demand, voice self-service technical support solutions for cable and telecommunication providers, announced that its LevelOne Automated Agents are now certified for the Holly Connects Voice Platform.

LevelOne Agents automate troubleshooting and corrective action for some of the most complex customer support calls involving Internet connectivity, video support, digital phone feature configuration, and caller guidance. The Holly Voice Platform is a highly flexible, feature rich and affordable telco-grade solution especially designed for the deployment of multiple voice self-service applications for enterprise and carrier solutions on either a premise or hosted basis.

"The certification was completed as part of a major telecommunications deployment. The Holly Voice Platform is an ideal foundation for SpeechCycle’s LevelOne Automated Agents due its robust ability to support complex call diagnostics and handle spikes in call volume that are typically associated with automated troubleshooting," said Lance Berks, Chief Executive Officer, Holly Connects. "Cable and Telco operators worldwide now have the ability to deploy SpeechCycle’s unique LevelOne Automated Agents on the Holly Voice Platform."

LevelOne Automated Agents allow callers to describe issues in their own words, supported by natural language speech recognition.  The LevelOne Agents support extremely granular symptom identification combined with automated repair actions based on enterprise web services integration, and rich dialog interactions that is personalized for each caller.  As a result, SpeechCycle is able to completely resolve a remarkably high percentage of calls without agent assistance.

"Digital service providers around the world are struggling with how to best support their customers as the combination of rich media devices and advanced web and wireless communication services becomes increasingly complex," said Zor Gorelov, CEO of SpeechCycle. "The Holly Voice Platform in partnership with SpeechCycle’s complex call automation will provide carrier class performance as a premise-based or hosted solution for digital service providers worldwide."