Frost & Sullivan (News - Alert) has recognized IVR technology provider VoltDelta (News - Alert) with its 2013 Frost & Sullivan Award for Enabling Technology. Frost & Sullivan awards the title to companies that have developed technology that benefit or revolutionize the industry by removing a significant obstacle in the development of technology, enabling the creation of new products or modifying existing products to target new applications.
One of the VoltDelta’s latest innovations is the ability to remember a caller’s previous interactions. Callers who get disconnected will not have to repeat the choices they’ve made through an IVR system, saving a lot of time when they do call back. VoltDelta’s LSSiDATA (News - Alert) division maintains accurate records of mobile and landline phone numbers for call routing and generating voice menus based on location.
"VoltDelta also has developed an in-house call plus agent screen recording application that tracks and captures customer interactions from the IVR to live agents as a unified customer journey," said Frost & Sullivan Industry Analyst Brendan Read. "VoltDelta helps its customers trace end-customer issues, including determining where and why end customers 'zeroed out' to agents."
In addition, the company has improved the 511 system that offers transportation information in a growing number of cities. It technology remembers the last stretch of road callers have asked about, generating real-time traffic reports.
The company also provides other innovative custom solutions, such as for Parkmobile, a service that identifies parking places and sends SMS alerts to a driver’s mobile phone warning when the meter is about to expire.
While other larger firms offer their own IVR solutions, VoltDelta has been able to uniquely devote itself to the technology.
"Although VoltDelta's top competitors have larger shares of the hosted IVR market and are well-known brands, a recent spate of mergers and acquisitions has left VoltDelta as one of the few IVR specialist vendors in the marketplace," Read said. "This positions it well among customers seeking IVR capabilities."
Edited by Blaise McNamee