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VoltDelta White Paper Explores Company's Successful Path to 10 Billion Calls
By Susan J. Campbell, TMCnet Contributing Editor
Hosted call center solutions provider VoltDelta grabbed headlines last month when it announced that its DeltaTouch OnDemand platform for DA and customer care answered its 10 billionth call in North America. Now, VoltDelta (News - Alert) is promoting a white paper that highlights what it takes to deliver the customer care performance and reliability with exceptionally high call volume.
Aimed at customer care professionals, contact center managers and those involved with retention and loyalty efforts are expected to benefit from actual deployment experienced highlighted in the white paper, “10 Billion Calls Answered…and Counting: Anatomy of a Unique OnDemand Customer Care Infrastructure and Why You Should Care.”
In the case of VoltDelta, the billions of calls the company has handled are for Directory Assistance or Intercept across North America. Much of this high volume has been possible with the use of voice recognition resources for automating interactions and providing answers through TTS (Text to Speech) and a virtual operator/agent infrastructure that allows for the central management of operators and call center agents.
There are essentially three key technology components that work together at a very high level in order to support billions of calls:
--Interactive Voice Recognition (IVR): VoltDelta speech recognition technology is used to engage callers in dialogs and resolve calls with agent assistance and seamless automation when a call must be transferred.
--Contact Center on Demand (CCOD): Contact centers and home agents are “virtualized” with call distribution with operator/agent management integrated with desktop screen pops and CRM integration.
--SMS Messaging: The Integration of voice self-service and established gateway resources to support the delivery of more than 2 billion SMS messages per year.
These contact and management capabilities are mostly provided within a hosted model to deliver such benefits as pay per use instead of a capital expense; scalability; a feature set that includes multi-channel contact, rich agent desktops and CRM integration; expertise and enhancements; and site virtualization. VoltDelta also operates within a redundant infrastructure to ensure reliability.
According to VoltDelta, there are three primary reasons why it could achieve the 10 billion call milestone and beyond: a converged platform; innovation; and their testing and quality procedures. Each of these areas had to deliver beyond simple standards to help drive satisfaction and growth.
It is also important to note that VoltDelta offers a network of experts, system engineers, speech scientists and VUI designers who each apply years of experience and skill to ensure billion call performance with exceptional reliability. As a result of their dedication, platform stability remains constant regardless of the call volume.
To download a free copy of the white paper, click here.
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 Patrick Barnard
