NEW YORK, February 16, 2012 -- SpeechCycle, the leading provider of customer
self-service solutions for service providers, today announced the latest version of its mobile
customer care application, SmartCare Mobile 2.0. With the release of SmartCare Mobile 2.0, SpeechCycle has added new capabilities around automated troubleshooting for customers, particularly in the area of high-speed Internet and video services, making it even more convenient to address and resolve service inquiries via the smartphone application.
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 always-connected consumer. SpeechCycle builds upon its experience in delivering superior self-service solutions through speech channels to now provide those services via a mobile application with touch, type and talk capabilities, allowing the greatest flexibility for application navigation. For example, 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 view or make bill payments, manage appointments, FAQs and customer feedback surveys. SmartCare Mobile supports leading global smartphone 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. "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 BSS and OSS systems. For more information about SmartCare Mobile 2.0 and to watch a demo of the product, please visit http://www.speechcycle.com/smartcare-mobile/.
SpeechCycle, a leader in customer self-service solutions, delivers innovative solutions to the world's leading enterprises and communications service providers. SpeechCycle has processed over one-billion transactions on its award-winning cloud platform and is pioneering a new generation of mobile business-to-consumer applications that help companies meet the demands of today's always-connected consumer. For more information, please visit www.SpeechCycle.com. Follow SpeechCycle on Twitter @SpeechCycle.