Speech Processing Solutions: Unlimited product support

Speech Processing Solutions has been a driving force behind dictation and speech processing technology for over 50 years.

With its headquarters and production center located in Vienna, Austria, Speech Processing Solutions is the global market leader for professional digital and analog dictation solutions and now processes dealer and partner requests in product support using the ConSol CM customer service solution. This allows service employees in Vienna, Berlin, Colchester, Brussels, Paris, Toronto, Atlanta, and Sydney to process customer requests in a more precise and efficient manner, making it possible to optimally comply with SLAs across the different time zones.

An earlier version of the workflow-based ConSol CM software solution had been used at Speech Processing Solutions for many years. A presentation of the latest, fully revised version of ConSol CM clearly highlighted the user benefits and a decision was quickly made in favor of the update. The user interface is intuitive thanks to intelligent filters and features a dynamic ticket list. This in particular caught the eye of experienced ConSol CM users. It gives service employees an even better overview of their current workflows. The new workspace enables users to respond to new requests or incidents spontaneously and jump to new workflows at any time. Data already entered is automatically saved in the workspace for later processing, ensuring that nothing is lost when the processing of a service ticket is not yet complete. The new version of the software also stands out on account of its powerful search function.

One particular product support challenge lies in the fact that Speech Processing Solutions signs its SLAs with international customers. Using Business Process Designer with ConSol CM makes it possible to simply handle complex escalations that take account of the different time zones.
Last but not least, the ConSol CM customer portal was adapted to match the Speech Processing Solutions website and embedded in the partner portal, allowing dealers to view the current status of their requests at all times and open a new ticket.

“We are very pleased with our decision to upgrade to the latest version of ConSol CM. It allows our service employees to work more effectively and comfortably. ConSol CM is now responsible for monitoring the individual SLAs with our international customers, which is invaluable.”

Michael Wosol, IT Manager, Speech Processing Solutions

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