SpeechStorm ‘Eastwood’ enhances customer experience for IVR, speech, iPhone and Android
Latest release of SpeechStorm software is now available for hosted and on-premise deployment of customer self-service applications
Leader in phone-based and mobile customer service solutions, SpeechStorm, has made available the Eastwood release of its self-service software, delivering improved SpeechStorm Control Centre performance, new telecoms applications and exciting new mobile self-service capabilities.
Eastwood was made available to SpeechStorm’s hosted IVR and speech self-service customers in June and early feedback from those using it is that the performance improvement in the Control Centre – SpeechStorm’s easy-to-use web-based management console – has been dramatic.
Phil Wood, Telephony Analyst at Dixons, who uses the SpeechStorm platform to manage store location and call steering for Currys and PC World stores in Ireland, said, “We’ve really noticed the difference. Dashboard updates for call handling, transfers and task completion statistics are instant and reports are much faster to generate, making it much easier for us to monitor performance and identify potential for improvement.”
In the new release, IVR and speech apps have been re-organised into four categories: ‘Menus’, ‘Business Processes’, ‘Security Modules’ and ‘Utility Modules’, making it easier for SpeechStorm customers to see the apps they have installed and choose from new ones to enhance customer service. These include a new range of apps designed specifically for telecoms and mobile operators, enabling customers to manage their individual accounts directly over the phone.
The most innovative aspect of the Eastwood release is the inclusion of SpeechStorm’s mobile apps capability, enabling SpeechStorm customers to deliver a rich, dynamic customer service experience on iPhone and Android for everyday scenarios such as account enquiries, payments, store locator, and more, direct to their customers’ mobile devices. Just as with the company’s flagship IVR and speech recognition apps, customers will be able to deploy new mobile apps quickly, make changes instantly and monitor performance in real-time.
SpeechStorm CEO and co-founder, Oliver Lennon, said, “Eastwood makes the SpeechStorm Control Centre easier to use and expands the range of applications available, but what we’re really excited about is opening up the world of mobile self-service to our customers, giving them the same agility and flexibility for iPhone and Android apps as they have on IVR and speech.
“And just in case anyone’s wondering, ‘why Eastwood?’, with up to three releases every year, we decided names would be easier for our customers to remember than version numbers, so we’ve named them after movie directors we admire. Work is already underway on our next release, Fellini, which, rather appropriately, will have an international flavour.”
Eastwood is available now to all new and existing customers – including Genesys Conversation Manager Applications’ customers– both on the SpeechStorm hosted platform and for on-premise deployment.