Internet-enabled communication models are “changing the business landscape for telecommunication providers,” since customer care is “more important than ever before as satisfaction and loyalty metrics work to define success in an increasingly competitive market.”

That’s according to officials of VoltDelta (News - Alert) OnDemand, a service which delivers virtual contact center and voice recognition products for more effective and efficient customer care. The way company officials describe it, a “robust IP-enabled infrastructure provides the freedom to locate agents without physical boundaries, or redeploy operators as customer service representatives.”

And they’re offering a way to take advantage of that. VoltDelta’s unique CrystalWAVE voice recognition technology engages subscribers with voice self-service for what company officials say is “rapid response with cost savings.”

Features of the product include:

Multi-channel customer care. A multi-channel platform merges Virtual Agent, more accurate IVR, Call + Agent screen recording, and SMS messaging for IVR confirmations to respond to subscribers across the best available channel. Seamless integration within a hosted environment delivers engaging customer care without capital investment.

Automation and agents. Voice self-service is seamlessly integrated with customer care agents within the VoltDelta OnDemand platform. If a transfer is required, agents might hear a key word or phrase recoded during a callers’ interaction with a voice recognition application. As a result agents avoid asking for repeated detail, thus improving satisfaction, reducing handle time and increasing agent efficiency.

Delta On-Call. VoIP Enabled Contact Center On Demand centrally manages contact centers located virtually anywhere. Web-based agent desktops, skills-based routing with real-time management and supervisory control with call + agent screen recording provides telecommunication providers with a hosted agent infrastructure without capital investment.

DeltaDialog. VoltDelta’s patent pending CrystalWAVE (Weighted Average Voice Evaluation) voice recognition technology provides superior accuracy especially for more interactive dialogs. Use of parallel grammar evaluation techniques combined with context sensitivity works

to deliver engaging self-service for billing inquiries, service questions and many other frequently encountered customer care issues faced by telecommunication providers.