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Call Center Solutions Featured Article
April 20, 2011
VoltDelta Call Center Solutions Enhance Voice Self-Service
By Susan J. Campbell, TMCnet Contributing Editor
Customer-facing companies rely on call center solutions to drive effective customer service to build a loyal customer base. Innovative technologies and software platforms help to create an enhanced user experience. Companies like VoltDelta (News - Alert) are blazing a trail, providing the perfect platform for innovation in customer service.
One such innovation from VoltDelta is the company’s OnDemand voice recognition platform. This voice self-service portal combines innovative speech science, experienced Voice User Interface (VUI) design, and unique technology for engaging and effective voice self-service. Consumers want the ability to be able to migrate to self-service channels for quick and easy resolution to an issue or to gain information, but the portal has to be intuitive and easy to use.
With VoltDelta’s ability to provide multi-channel support in call center solutions, companies can interact with consumers automatically through such channels as SMS messaging to confirm a speech response, call recording, or even to whisper an agent transfer to avoid repeating steps. Such enhancements on the call center solutions platform help to improve the caller experience with an efficiency that is only available on demand.
VoltDelta’s CrystalWAVE, also known as the Crystal Weighted Average Voice Evaluation (WAVE (News - Alert)) technology, makes use of multiple, simultaneous grammar evaluation techniques with context sensitivity so as to improve recognition accuracy while also reducing speech tuning requirements. This technology helps to improve the overall interaction for the customer, enhancing the value of call center solutions overall.
Demonstrating its strength in the larger call center solutions market, VoltDelta also offers scalability and reliability as more than 2 billion calls and 2 billion SMS messages are handled by the company every year within its OnDemand infrastructure. The company also promotes its 99.99 percent reliability platform, which provides customers with confidence in its performance no matter how challenging the call or message volume.
VoltDelta also offers personalization in its call center solutions with the LSSiDATA (News - Alert) Business Unit. This vast repository of wireline, wireless and alternative landline numbers with associated caller data can enable personalized calling across the board. In addition, the company’s team of Voice User Interface Designers and Speech Scientists have gained extensive experience in this area to deliver more value to the end user.
Finally, the company’s converged platform offers international reach with inbound and outbound speech, SMS messaging and call recording for the North American market and beyond. This allows VoltDelta to support the widest range of near-team requirements with the necessary resources to handle anticipated expansions.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jennifer Russell
