VoltDelta (News - Alert) Service Provider Solutions, part of Volt Information Sciences, which sells virtual contact center systems as well as voice self-service and operator services, has announced it received TL9000 re-certification for its Quality Management Systems.

TL9000 requires an annual audit and reassessment every three years. VoltDelta is in compliance with the most recent TL9000 Release 5 as well as ISO 9001:2008. The standard demands attention to product reliability, software development, lifecycle management, and communications among carriers beyond ISO 9001 definitions.

“TL9000 re-certification provides our telecommunication customers with additional confidence in operational excellence verified by an independent audit,” said Terry Saeger, SVP and GM of VoltDelta OnDemand, Service Provider Solutions, and LSSIDATA. “VoltDelta’s investment in quality standards compliance also extends value to our VoltDelta Contact Center On Demand and hosted IVR solutions as a foundation for performance and exceptional customer care.”

This summer TMC noted if you’re looking for a voice recognition resource combining speech science, experienced Voice User Interface design, and technology for engaging and effective voice self-service, let us introduce you to VoltDelta’s OnDemand.

VoltDelta officials specifically tout the product’s ability to provide multi-channel support such as SMS messaging to confirm a speech response, call recording, and whisper on agent transfer as ways users can avoid repeating steps to enable voice recognition that improve the caller experience.

Raise your hand if you enjoy repeating steps when you interact with an IVR. We thought so. “But I already gave my account number! Didn’t the last guy tell you what it was?” Not a great customer experience.

Another feature is CrystalWAVE, the Crystal Weighted Average Voice Evaluation technology, which according to company officials, “uses multiple, simultaneous grammar evaluation techniques with context sensitivity to improve recognition accuracy while reducing speech tuning requirements.”

According to VoltDelta officials, TL 9000 is a two-part quality system with significant management and measurement components. TL9000 was established by the QuEST (News - Alert) Forum in 1998 in an effort to define a common set of quality management standards for the telecommunication industry.