VoltDelta's DeltaTouch platform is a resource for Directory Assistance and Enterprise-based customer care. According to company officials, the SaaS (News - Alert)-based platform accepts calls via TDM or VoIP, uses voice recognition to engage callers in automated dialogs, and transfers calls to operators and call center agents located virtually anywhere.

Recently the call center solutions provider claimed the platform had reached a significant milestone: answering its 10 billionth call. With that sort of expertise under its belt, VoltDelta (News - Alert) has written a white paper explaining "what it takes to deliver customer care performance and reliability with exceptionally high call volume as proof of performance."

VoltDelta's TDM and VoIP infrastructure currently supports over two billion calls and messages per year, relying on "a combination of network intelligence, established process, and personnel to support massive call volume with less than 5.26 minutes of unexpected downtime per year," company officials claim.

At a high level, three key technology components work together to support billions of calls, the paper explains. There's Interactive Voice Recognition, which is voice self-service using VoltDelta's speech recognition technology to engage callers with agent assistance and seamless automation to agent transfer when required.

There's Contact Center On Demand, call distribution with operator/agent management to virtualize call centers and home agents with desktop screen pops and CRM integration, and SMS messaging - "Integration with voice self-service and along with established gateway resources support delivery of SMS messages," company officials say.

The paper discusses what it calls the five essential performance marks for successful call centers:

--Hosted confidence: Touching customers with voice automation or via skills-based routing and queue management for agents and operators.

--Converged value: 10 billion call performance is difficult if not impossible to achieve without systems that work together - not simply claiming a unified approach but in actually cobbling together systems.

--"FutureProof" performance: Years of excellence resulted in VoltDelta answering 10 billion calls.

--Innovative customer care: Engaging callers with the most appropriate agent, personalizing calls with automation or call handling.

--Proven stability: Years of high volume performance coupled with high reliability stand out from the numerous small organizations claiming customer care expertise.

To download a free copy of this informative white paper, click here.