Call center businesses rely heavily on robust technological innovations in order to provide a stellar customer experience. While these key solutions range from either an auto or predictive dialer to SMS text messaging and text-to-speech offerings, none are more vital than an interactive voice response (IVR) application.
Voicent Gateway is touted as a W3C standard-based VoiceXML (News - Alert) gateway and a two-way SMS gateway that can be powered via an array of Windows computers. It is extremely cost effective, allowing even the smallest sized contact center to implement this offering without delay. Allowing users to access key voice capabilities via the Web, Voicent Gateway (News - Alert) reduces expenses significantly, since no additional hardware is required to get the system up and running.
According to the company’s website, “The Gateway also enables simultaneous phone calls by setting up multiple VoIP lines/channels or links to multiple analog phone lines on a single computer. For large scale applications, multiple gateways in different locations can be networked together through the Web interface.”
An increasingly popular next generation technology, it guarantees nearly 90 percent of all messages will be read. Upon taking a closer look at how the product seamlessly integrates text messaging into business operations, we see that matching and text commands are easy to use. Due to the fact that the solution uses the same HTTP interface as it does for voice applications in addition to the exact outbound scheduler for sending and storing text messages, communications both inside and outside of your organization are brought to a heightened level. This in turn enables employees to continue to provide an exemplary customer experience while simultaneously growing the enterprise footprint.
Last week, TMCnet reported that the Voicent IVR (interactive voice response) Studio yields high-quality caller experiences each and every time by assisting users to easily maneuver through various phone system menus and options
Encompassing support for CRM software, e-mail servers, websites, Java, and external programs and scripts, no monthly fees or per-call charges are mandated for the service. Instead, call center businesses must only make a one-time purchase that can be useful for many years to come.
Some of the key features included within the IVR software include: click and point configuration, the ability to work with any VoIP service currently on the market, touch-tone responses and accurate conversion of text to voice.
As self- service continues to gain traction specifically within the call center business environment, the utilization of IVR will only ramp up over time.
Edited by Blaise McNamee