[January 23, 2001]

TELLnGO Launches Proactive Voice Response (PVR)

TELLnGO, an emerging leader in next generation intelligent voice applications, announced the general release of version 1.0 of Proactive Voice Response (PVR), the first of its kind intelligent, self-service agent system that performs many of the functions that require live operators to handle customer calls. Using PVR technology, callers can now can instruct contact centers to monitor and process queries offline and authorize contact centers to call them based on their individual events, rules, time and device preferences.

Powered by TELLnGO's patent-pending technology, PVR makes it possible for callers to verbally instruct call centers to perform their various complex tasks using simple spoken sentences such as "�call me when my credit card is within $500 of its credit limit�". Once communicated, callers can hang-up and go about their business. PVRs monitor various databases, Web sites, and e-mail "continuously" and can be deployed against any corporate applications behind the firewall. Proactive call backs to the user can be through any device or network including: cell phones, pagers, PDAs, e-mail, or fax.

PVR Provides Human-like Services
Presently, contact center capacity and scalability is limited to the number of customer service representatives, CSRs, that can hired, trained and retained. With the introduction of the TELLnGO PVR, contact centers now have a highly scalable, low cost alternative. Deploying PVRs further increases customer satisfaction by providing information, proactively. This creates a more loyal and sticky customer base for the contact center. And, the PVR performs these human-like functions at a fraction of the cost of a live CSR. PVR technology is highly scalable for deployment in large human staffed contact centers and presents operators of large human contact centers to offer truly personalized services to each caller, a service that has been too costly to offer in the past.

"The PVR is like having your own personal CSR working on your behalf seven days a week. It makes the customer interaction process "truly proactive". PVRs are designed to work with existing systems to enhance the productivity of both existing staff and Interactive Voice Response (IVR) systems. We are excited about our unique and patent pending PVR technology that enables high-margin revenue generation proactive service at a fraction of the cost of human operators. By working with some of the largest contact centers in the industry we seek to set a new standard for Customer Interaction and Call Center efficiency in the new millennium." said Ran SenGupta, CEO for TellnGO.

PVR Easily Integrates Into Contact Centers
The PVR is designed to open industry standards and is easily integrated into existing contact center equipment rooms that currently include: PBX's, CTI's, IVR's, legacy applications, and databases. The PVR does this in a carrier grade system that easily scales to meet the needs of the largest contact center.

"The system has been previewed by large solution providers and system integrators and is generating excitement as a compliment to their current offerings. We are actively pursuing strategic relationships with companies that are providing the best solutions to the industry," Pat McMahon, executive VP of Industry Solutions for TELLnGO.

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