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June 06, 2006
Intervoice Enhances Customer Self-Service for EchoStar
By Stefania Viscusi, TMCnet Assistant Editor
EchoStar Communications Corporation, with over 12 million subscribers, is a U.S. provider of digital television services and via their DISH network brand provides direct broadcast satellite (DBS) television products and services.
By using Intervoice's ( News - Alert) Voice Automation Platform, EchoStar will provide their customers with a self-service system that features a virtual agent whose voice and behaviors are tailored to compliment their core brand values.
With the new system, customer service callers will have the ability to access information, complete transactions, check their account, pay their bill, sign up for new services--all from over the phone-- using voice commands like "check account balance" instead of pressing buttons on the telephone's keypad. For customers who prefer, the system will also provide fast access to a live agent.
In a statement to the press, Rob Strickland, chief information officer of EchoStar commented, "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."
"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."
According to a recent news release, "the cumulative value of the purchase orders received by Intervoice last week is approximately $7.4 million." During the preceding fourth month period, Intervoice also received approximately $1 million in purchase orders from EchoStar.
The release also noted "maintenance revenues in the aggregate amount of approximately $1 million during the current and next fiscal years," is anticipated.
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(source: http://www.tmcnet.com/channels/speech-technologies/articles/1453-intervoice-enhances-customer-self-service-echostar.htm)
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