EchoStar Selects Intervoice to Enhance Customer Service for Subscribers
- EchoStar Communications Corporation (Nasdaq:DISH), a U.S. provider of advanced digital television services, will be using the Intervoice Voice Automation Platform to enhance customer self service to its more than 12 million subscribers. With Intervoice's voice platform, EchoStar will provide its subscribers with a way to access information and complete transactions via phone. Subscribers will be able to check their account status, pay a bill or subscribe to a new service by saying a command such as, "check account balance," rather than using the telephone keypad to complete transactions. Also, for subscribers who prefer to speak with a live agent, the self-service system will direct them to an agent to answer their questions.
"Providing top-quality customer service is integral to our long-term success and most importantly, toward strengthening the relationships with our rapidly growing customer base," said Rob Strickland, chief information officer of EchoStar. "We continue to rely on our partner Intervoice for their deep knowledge and professional services expertise in enhancing the customer service experience with speech technology."
A virtual agent will greet EchoStar subscribers calling into the customer-service system. When fully implemented, EchoStar estimates that it will save nearly $11 million a year with this new customer-self service system.
The cumulative value of the purchase orders received by Intervoice last week is approximately $7.4 million. In addition, the company received purchase orders in the amount of approximately $1 million from this customer during the preceding four month period. The company currently anticipates recognizing approximately $1 million in revenue in its first fiscal quarter, which ended May 31, 2006, and the remainder of the revenues, other than maintenance revenues, during the rest of the fiscal year which ends February 28, 2007. The company currently anticipates realizing maintenance revenues in the aggregate amount of approximately $1 million during its current and next fiscal years.