Technology

Intervoice to enhance EchoStar's customer service

MUMBAI: The provider of digital television services EchoStar Communications Corporation will be using the Intervoice Voice Automation Platform of Intervoice, Inc. to significantly enhance customer self-service to its more than 12 million subscribers.


With Intervoice‘s highly-scalable and flexible voice platform, EchoStar will provide its subscribers with a quick and easy way to access information and complete transactions via phone at any time and from any location, states an official release.


Subscribers will be able to check their account status, pay a bill or subscribe to a new service simply by saying a command such as, "check account balance", rather than using the telephone keypad to complete transactions. Also, for subscribers who prefer to speak with a live agent, the self-service system will quickly and accurately direct them to the most appropriate agent who can answer their questions.


"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," said EchoStar Rob chief information officer Strickland. "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."


When fully implemented, EchoStar estimates that it will save nearly $11 million a year with this new customer-self service system.


"For companies driven by customer service like EchoStar, finding the right balance between offering customers a self-service system and the opportunity to speak with a live agent is key to their success, " said Intervoice president and CEO Bob Ritchey. "Intervoice is helping companies achieve this delicate balance with its innovative solutions that enable consumers to connect with businesses through the channel of their choice -- voice, Web or multi-modal."


The release adds that the cumulative value of the purchase orders received by Intervoice last week is approximately $7.4 million. In addition, the company received purchase orders in the amount of approximately $1 million from this customer during the preceding four month period.


The company currently anticipates recognizing approximately $1 million in revenue in its first fiscal quarter, which ended May 31, 2006, and the remainder of the revenues, other than maintenance revenues, during the rest of the fiscal year which ends 28 February, 2007. The company currently anticipates realizing maintenance revenues in the aggregate amount of approximately $1 million during its current and next fiscal years.

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