SupportSoft and Tell-Eureka Team to Make Telephone Self-Service More Efficient

REDWOOD CITY, CA - SupportSoft, Inc., and Tell-Eureka Corp. announced the planned integration of SupportSoft's VoiceAssist(TM) product with Tell-Eureka's LevelOne Virtual CSR(TM) solution. The combined solution is expected to extend to broadband service providers the ability to offer their customers telephone-based self- service that more precisely and quickly resolves technical problems on the first call, leading to faster and more personalized customer service.

 

Integration of SupportSoft's patented SmartIssue(TM) diagnostics and knowledge automation functionality with LevelOne Virtual CSR allows cable and broadband subscribers to solve problems themselves with the help of Tell-Eureka's virtual agent. LevelOne uses speech recognition technology to intelligently and automatically understand the caller's computing environment and troubleshoot complex technical problems, enabling the service provider to more efficiently utilize valuable support staff.
Additionally, by combining knowledge automation capability through use of SupportSoft's Knowledge Center Suite with Tell-Eureka's broadband voice knowledge bases, customers can even receive automated, "one click fixes" directly at their computer desktops to solve the problems. For broadband subscribers who prefer to use the telephone for customer service, Tell- Eureka's LevelOne Virtual CSR can already be well on the way to solving the problem once the caller inputs a sixteen digit code generated by SupportSoft's VoiceAssist software.