SpeechCycle Pioneers Transformation Services

SpeechCycle today introduced a suite of Transformation Services to help IT and line-of-business leadership drive cost reduction and customer experience improvement in the 21st Century contact center.

SpeechCycle Transformation Services provide an end-to-end, hands-on assessment by contact center specialists, identifying actionable IT and line-of-business initiatives with the potential to reduce operating costs, accelerate phone application automation, and drive multichannel interaction consistency.

"In the context of today's global economic uncertainty, contact center agent costs, agent turnover, and agent training remain a continuous challenge for customer care executives, while agent outsourcing is not always a brand-positive option or even a consistent cost-reducer. Additionally, contact center customer experience improvement is now a C-level mandate driving requirements for consistency across all interaction channels from the phone to the Web. Yet despite executive urgency to reduce costs and improve customer experience in the contact center, high value/high ROI automated phone applications and intelligent natural language phone portals remain under-deployed, under-utilized, and under-measured despite the potential they hold for game-changing contact center transformation," said Zor Gorelov, CEO of SpeechCycle.

SpeechCycle Transformation Services are available in three distinct editions, tailored to serve the needs of contact centers at various stages of call automation evolution. They are as follows:

Transformation Silver
For enterprises and service providers seeking to develop and invest in a baseline phone automation and multichannel self-service roadmap;

Transformation Gold
For enterprises and service providers seeking to measure, improve and expand existing phone & IVR automation and multi-channel self-service investments, and benchmark them against industry best practices; and

Transformation Platinum
For enterprises and service providers seeking to optimize and monetize their long-term strategic investment in IVR and phone application automation by scoring themselves on the SpeechCycle Customer Experience Index model.