it's all about a better caller experience

Gyst reduces caller input error rates by over 10 percent. Callers experience less friction since the technology automatically tunes the experience on the fly to the exhibited skills as demonstrated by each caller, every time. Novice callers get special attention and are encouraged to use (and repeatedly use) self-service. Expert callers are handled quickly and will also be encouraged to use the system the next time they call.

reduces caller input error rates

reduces caller friction & frustration 

encourages repeat use of self-service

it's all about saving enterprise operating costs

The primary goal of Gyst is to deflect calls away from agents. The technology accomplishes this by constantly seeking the ideal speaking rate, timeout parameters, wording and other variables to suit each individual caller. So callers using their mobile phones in noisy environments will hear the audio slowed down progressively, and possibly be given additional time to respond. The same goes for elderly or cognitively impaired callers, or those multitasking at the office or at home.

improves self-service rates (AHR)

improves call handle times (AHT)

improves goal completion

A white paper is available, detailing business benefits at customer sites - just email us here for a copy.

web based. easy integration. direct savings.

Implementing Gyst in your voice applications is easy. We work directly with your application developer to insert a few simple web API (http) calls into the appropriate places in the voice application. The service keeps track of where each caller to the system is in the call flow, how their earlier performance at navigating the script has been, how they are doing for the current interaction, and other factors. It then computes personalization parameters unique to the caller for the next step in the dialogue. This same process works for any brand of IVR, whether hosted, remote, or on premise.

about

The Gyst Team has created a new technology that delivers advanced improvements in the Customer Experience (CX) for self-service, phone-based voice applications. We realized several years ago that measuring caller skills and performance at navigating through a given voice application could be used to enhance and personalize the experience in real time. As a result of this early work, we built and tested several software models that proved this theory in production. We also received a patent on the process and have since filed several additional patents covering improvements to date. With Gyst, we have taken the lessons learned from the original technology we developed, and created a new web based version of the service that will deliver the best CX in the industry.

Gyst also received an award under Enterprise Ireland's High Potential Start Up program to bring the technology to EMEA using Ireland as a base. To that end, Gyst Technologies was formed as a new Limited Company, registered in Dublin. The goal of this company is to leverage the benefits of our field-proven technology in these additional markets.

Our dedicated team include some of the best in the business (click photo for a short bio).

the team

(click to view)

NICHOLAS KOUMARIANOS

Chairman

Nick has many years experience in Technology, mainly in the communications sector. Initially, Nick was Managing Director and shareholder in Sound Systems Plc, a company which he then sold to Cable & Wireless Plc and he became C&W MD for Ireland and Portugal.  During his 12 years with C&W, he went on to serve as a Director of C&W Europe and sat on the Board of each of the C&W European subsidiaries as well as undertaking assignments in Hong Kong, Australia etc., Following this, he was promoted to MD of C&W Caribbean and Atlantic Islands division headquartered on Grand Cayman.

DANIEL O'SULLIVAN

President and CEO

Dan has been an entrepreneur and CEO for over 20 years.  Prior to that he worked at Bell Labs in New Jersey. Dan has  several patents for his innovations in speech technology and software. He started and successfully sold two technology startups and is now working on his third. He has an Electrical Engineering undergraduate degree from the Dublin Institute of Technology, a Masters in Computer Science from NYU  and was awarded two fellowships to teach Computer Science at NYU. Dan is also the Programming Chair and a Director at the MIT Enterprise Forum of New York City.

KENNETH FOGARTY

Senior Counsel

Ken is a Member of the Institution of Electrical Technology of London (MIET) and Institute of Transportation and Logistics. He is also a Senior Counsel Member of the Honorable Society of Kings Inns, a Dublin Member of the Honorable Society of The Middle Temple, and London Member of Honorable Society of Inns of Court of Northern Ireland. Ken is a Member of the Inner Bar of Republic of Ireland, Bar of England and Wales Bar of Northern Ireland. He recently received a patent for his innovations in the area of micro payment solutions.

BRIAN DURRAN

Company Secretary

Brian was Group Company Secretary of Kerry Group plc from its formation in 1986 until his retirement in February 2018. Kerry is the global leader in Taste sand Nutrition solutions and has an enterprise value of almost $20bn. He is a Fellow of the Institute of Chartered Secretaries & Administrators. He is Chairman of South West Ireland Golf CLG,Shannon Ferry Group Ltd ,Tralee Waterworld plc and a number of other private companies.

BRUCE BALENTINE

Speech Scientist

Bruce is a design consultant and published author specializing in speech, audio, and multimodal user interfaces. He has designed user interfaces for telecommunications, desktop multimedia, entertainment, language training, medical, and home automation products.  He received his undergraduate degree in 1971 and his Master’s in 1975 from the University of North Texas with work in electronic music and intermedia. Bruce is the author of the industry best-seller; “How to Build a Speech Recognition Application,” the definitive style guide for IVR design.

MARIA ARETOULAKI, PHD

Speech Scientist

Maria has  25 years of experience in Natural Language Processing / NLP (Voice Recognition, Machine Translation, Text Summarization). She is an expert in both spoken and text-based language technologies and very knowledgeable in Artificial Intelligence / A.I. (Machine Learning, Neural Networks), particularly for speech recognition and intelligent personal assistants. Maria has worked for organisations across numerous verticals worldwide, including multinational Tech companies and Telecoms, US Insurance and security companies, UK Utilities and Banks, the UK National Health Service (NHS) and the European Commission (EU).

DANAE HOLMES, PHD

Speech Scientist

Danae Holmes received her MS (2013) and Ph.D. (2015) in Psychology, specializing in Human-Computer Interaction, from Rice University. Immediately after graduation, she joined Google[x] as a User Experience Research Assistant where she supported usability efforts on numerous software and hardware designs for virtual reality, robotics, and UAV projects. She has since joined Twitch as a User Experience Researcher, focusing on mobile and gaming console platforms as well as accessibility. Her primary interests lie in incorporating human factors in new and uncommon areas and to help ensure system accessibility for a broad spectrum of users.

MURAT OMAR

Telecom and IVR Specialist

Murat is an accomplished software developer and manager with extensive experience in Application Development & Test - Java, .NET, SQL, IVR, Agent Desktop, Android and many related technologies. As a manager and entrepreneur, Murat also has developed skills at IT Outsourcing of Software Developers, Analysts/Testers, Project Managers, Product Owners and HR managers.

testimonials

Using technologies developed by the Gyst team, clients have saved hundreds of millions of dollars on over 1.5B user interactions to date. Industry experts and clients use terms like "game changer,” "no-brainer" and “real differentiator” to describe the kind of innovative and patented technologies we create. These products have been used worldwide to gain efficiencies and optimize user interactions for major airlines, international financial institutions, technology firms, and large government agencies. A top five US based technology services firm liked one of our products so much they acquired it for use in their own hosted telecom services.

Here's what some people say about the technologies the Gyst team developed for them:

“Performed flawlessly. Reduced call times by 26 seconds and increased self-service by almost 2 percent” - Director, Customer Service, Major U.S. Public Transit Company

“Delivers as promised. We verified an 11 second drop in handle times" - Director, Call Center, Top 5 Super-Regional U.S. Bank.

"A no-brainer. It provided an ROI of 5 months for the bank” - SVP Of Operations, Top 3 International Bank.

"Tens of millions of consumers will soon experience a giant leap forward in customer self-service." - CEO of major IVR hosting company. 

partners

In addition to the partnerships we have formed in the U.S. and Ireland, we have an extensive network of highly skilled Software Developers, Speech Technologists and Consultants we work with. Together, this allows Gyst to deliver significant Cost Savings, Innovative Customer Experiences, and Advanced Analytics for our enterprise clients.

contact

With offices in New York and Dublin, and a strong Partner Network, Gyst  is available for call center markets worldwide.

Please contact us here or at the location below that best serves your business needs.