SpeechCycle Launches SmartCare Mobile 2.0
SpeechCycle today announced the latest version of its mobile customer care application, SmartCare Mobile 2.0, which features new capabilities around automated troubleshooting for customers, particularly in the area of high-speed Internet and video services.
SmartCare Mobile 2.0 is designed specifically for enterprises and communications service providers to extend key customer care services and assets directly onto the smartphone to better support today's mobile consumer. SpeechCycle builds upon its experience in delivering self-service solutions through speech channels to now provide those services via a mobile application with touch, type, and talk capabilities, providing greater flexibility for application navigation.
With the new version, service providers can now allow customers to check the health of their devices, such as a set top box or wireless router, and reset if needed with the click of a button as opposed to calling the call center. If direct assistance is required, SmartCare Mobile 2.0 lets the customer connect directly with a customer care agent skilled in the issue.
These self-service capabilities enhance the existing customer care options available with the SmartCare Mobile application, including the ability to view or make bill payments, manage appointments, FAQs, and customer feedback surveys. SmartCare Mobile supports leading global smart phone operating systems all on a single application platform.
"With the rapid growth of smartphone and tablet adoption, mobile applications are becoming a must-have for service providers looking to differentiate themselves to consumers," said Albert Kim, senior vice president of the mobile division at SpeechCycle, in a statement. "The smartphone opens up new opportunities and channels for service providers to communicate directly with customers. In fact, our research shows a reduction in contact center calls from subscribers using a mobile customer care application. We see this creating a dramatic shift away from the contact center, moving more of the interactions with customers from a traditional phone call to conducting self-service via smart devices."
SpeechCycle's SmartCare Mobile 2.0 is available as a white-label solution and includes prebuilt integration with leading business support systems and operational support systems (OSS).