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Voxeo Empowers Mobile Phone Use by Integrating IVR Self-Service Applications

By Amanda Ciccatelli, TMCnet Web Editor

Unlocked Communications provider Voxeo (News - Alert) has taken the mobile customer experience one step further by incorporating location-based services (LBS) into its interactive voice response (IVR) platform for voice, text and mobile web interactions.

Voxeo LBS identifies a caller's exact location, making it easier, safer and more convenient than ever for mobile customers to access location-based information and services, such as finding a retailer's nearest store, obtaining traffic information or requesting roadside assistance without entering a location or downloading an app.

A secure LBS API is offered for developers, partners and customers who want to create LBS on their own, or add location intelligence to their applications. The API works with inbound and outbound IVR, as well as multi-channel communications like SMS and mobile web applications. Voxeo works with customers to guide them through the privacy and data security requirements, carrier approval process, and provisioning.

“There are still so many customer service applications that require mobile users to manually enter their exact locations, but this can be tedious and error-prone, especially when the user is unfamiliar with the area,” said John Amein, senior vice president of Product Management at Voxeo, in a statement. “Voxeo LBS brings safety and convenience by eliminating the need for mobile users to manually enter their exact locations to find their favorite restaurants, the nearest bank, or whatever they're looking for.”

Voxeo offers multiple privacy levels depending on the application, including single and double opt-in, as well as SMS challenge messages for opt-in confirmation. To protect mobile users' private information, Voxeo never stores location-based data on its system for purposes other than troubleshooting.

“Voxeo's cloud-based solution now makes it possible for businesses of all sizes to capitalize on the popularity of location intelligence, something millions of mobile customers are already utilizing in various formats. By integrating LBS in the IVR, Voxeo is taking customer engagement to an entirely new level,” Amein said.

Voxeo's cloud-based solution works with all major wireless carriers nationwide. Companies can use LBS to deliver location-based marketing offers and location-based advertising, track mobile workforces and identify fraud in addition to store locators and other applications that typically require location information.