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DCC Announces the Installation of Frontwave™ in Louisville’s Charter Communications

Franklin, Tennessee - DCC (Dialogic Communications Corporation), the cable and telecommunications industry’s leading provider of interactive voice response (IVR) technology, is pleased to announce the installation of its new Frontwave™ product suite in Charter Communications, Louisville, KY. Encompassing a proven IVR platform, CTI (computer telephony integration), Web Response, Speech Recognition and Reciprix (an innovative messaging tool), Frontwave allows contact centers of any size to address subscriber and technician needs automatically 24 hours a day, 7 days a week.

“We are beginning to use Frontwave’s speech recognition feature for processing technician calls,” says Joe Martin, Regional IS Director, Charter Communications, “Instead of waiting on a customer service agent to close a technician’s work order, everything is automated and fast.” Charter, Louisville, plans to carry Frontwave’s speech recognition capabilities over into its customer service operations in May 2003, for faster, more efficient and agent-free handling of
routine subscriber inquiries for account balances, converter refreshes and appointment reminders.

While much of Frontwave’s functionality is derived from DCC’s industry-renowned ARU3™ Next Generation IVR, the company believes that new features like speech recognition (enabled by Speechworks®), will enable home entertainment providers like Charter, Louisville, to achieve as much as 50 percent automation. “Speech recognition in the contact center environment will almost double the average rate made possible through touchtone response,” estimates Chuck Minor, DCC Vice-President.

“With subscribers and technicians being able to simply speak their needs to retrieve information or conduct transactions, call processing efficiency will dramatically improve,” adds Minor, “We see calls now averaging 2 to 3 minutes in length being reduced to somewhere between 30 seconds to one and a half minutes start to finish.”

Charter Communications, Louisville, is also evaluating DCC’s new Web Response application. This Frontwave feature will provide home entertainment providers yet another means for improving communications with customers. Making full use of the Internet, subscribers will be able to check account balances, order special events or confirm appointments online 24 hours a day from the convenience of their own homes or offices.

Like Charter Communications, Louisville, Frontwave’s proven IVR platform, CTI, Web Response, Speech Recognition and Reciprix™ messaging, cable and telecommunications contact centers worldwide can take advantage of the latest call processing technology, automating services and saving both time and money for subscribers, technicians and home entertainment providers alike.

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