MTI Offers Unique Mix with Speech IVR and Live Agent Services Under One Roof

MTI, an industry-leading provider of speech IVR hosting, services, and solutions, announced today the expansion of its live agent service offerings to deliver greater flexibility to its speech IVR hosting customers. In addition to providing highly-trained professional agents and advanced notification capabilities, the company now offers Spanish language agent resources, web-enabled dual flat-screen agent stations, and in-network call patching.

Atlanta, GA (PRWEB) September 15, 2004

MTI, an industry-leading provider of speech IVR hosting, services, and solutions, announced today the expansion of its live agent service offerings to deliver greater flexibility to its speech IVR hosting customers. In addition to providing highly-trained professional agents and advanced notification capabilities, the company now offers Spanish language agent resources, web-enabled dual flat-screen agent stations, and in-network call patching.

MTI’s service expansion delivers a broader set of options to companies wanting live agent backup to their speech applications. Now customers needing Spanish agent resources can turn to MTI for bilingual live agents. The company’s implementation of dual flat-screen agent stations allows agents to simultaneously interact with the caller according to a script and access customer websites or intranets for data entry, level 1 customer support, scheduling, and a wide variety of other applications. MTI’s new in-network call patching service allows the agent to direct the call back to the speech application or any other number.

“We’re excited to offer our customers a more robust range of live agent services,” says Mark Abramson, CEO of MTI. “We are in a unique position in that we have a mature live agent service bureau under the same roof as our speech IVR gateway servers. Our live agent service, AnswerMTIsm, has been going strong for over twenty years. We have a record of high customer satisfaction, and a rigorous training program in place to ensure top-notch, professional agents.”

MTI offers a wide range of live agent services as well as its speech IVR services. This enables the company to offer turnkey solutions to companies needing high-quality opt-out live agent services working in tandem with their speech applications. While many companies are taking advantage of the advances in speech recognition technology to lower customer service costs, there is still often a need for people to speak with a live person. This is called live agent opt-out, where the caller is opting out of the automated system in favor of a human response.

Says Abramson, “There are many reasons people need to opt out from a speech application. We’ve all been there. Maybe none of the menu options apply, or the speech application doesn’t understand what we’re saying, or we just want to talk to a live person. Whatever the case, the ability to get to an agent quickly is a key component in keeping customer satisfaction levels high. With our long experience in both IVR and live agent services, we can make sure the two options work as seamlessly as possible.”

ABOUT MTI

MTI (Message Technologies, Inc.) is an industry leader in providing Interactive Voice Response (IVR) and speech technologies. Its mission is to deliver innovative and affordable interactive voice solutions with maximum customer satisfaction. With over 2000 customers throughout North America and Canada, MTI specializes in speech IVR outsourcing services, including VoiceXML and SALT hosting. MTI also provides senior telephony and speech professional services for the design, development, deployment and ongoing testing of speech-enabled applications. It handles every part of the speech application infrastructure including trunk and platform provisioning, business continuation planning, monitoring, web access, physical and logical security and co-location, and live agent services.

For more information, visit http://www.messagetech.com

MTI and Message Technologies, Inc., are registered trademarks of Message Technologies, Inc. All other company or product names mentioned may be trademarks or registered trademarks of the respective companies with which they are associated.

Contact:

Lynn Abramson

MTI

770-240-7410

lynn.abramson@messagetech.com

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