Terakeet specializes in helping clients leverage speech recognition technology to improve customer communications. Rather than replacing real people during the communication process, Terakeet strives to help companies improve workflow so that easily answered issues can be resolved through automation and more complex situations can be routed to a customer service representative. This helps companies maximize call center efficiency while still providing a high level of support.
Terakeet specializes in building speech recognition applications for the telephone using the VoiceXML standard. Our engineers use a host of custom tools and benchmarks to create designs featuring simple, user-friendly user interfaces combined with powerful features. These systems are specifically designed to adapt to the comfort level of the user, increasing confidence for new users and reducing the average transaction time for advanced users. Machine learning techniques process this information and make automatic adjustments to the user experience.
Terakeet Helps Telecom Leader Dramatically Reduce Call Center Volume
CHALLENGE:
USA Datanet customers were experiencing 25 to 40 minute wait times while simply trying to pay a bill or to sign up for a new service. In addition, employee morale was low and turnover was at an all time high due to stress levels resulting from disgruntled customers.
SOLUTION:
Terakeet designed and built an automated speech recognition system that cut wait times to 2 minutes or less, dramatically increasing customer satisfaction and improving the work environment.
Adaptable
Efficient interfaces that work for both novice and advanced users
Compliant
Standards-based solutions that utilize and integrate existing systems
Cost-Effective
Consolidate systems to streamline effectiveness and investment
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