IVR: Intelliverse Unveils Hosted Solutions for Contact Centers
January 23, 2012
The company’s platform integrates interactive voice response (IVR), automated call distribution (ACD) and IP Telephony applications into one solution. Company officials said that this eliminates the need for multiple vendors.
Thanks to a cloud-based platform, contact center agents can operate in any office in any part of the world. Moreover, this reduces capital expenditures and also IT and maintenance costs.
"Our solution enables companies to achieve greater results with their customer care strategy by reducing operational costs and maximizing profitability,” said Kevin M. Moran (News - Alert), president and CEO at Intelliverse, adding that by providing quick, accurate information and routing calls to live agents in the call center when needed, the company is able to improve the call center's productivity.
“Top it off with a robust, on-demand analytics package and we have created a complete communications solution for contact centers,” Moran said.
With Intelliverse’s (News - Alert) solution, companies of all sizes can now offer enterprise-class customer service without the costs of an on-site solution. The company’s cloud-based solutions for contact centers enable users to leverage top resources around the globe, and bridge contact centers and remote agents anywhere in the world with a cloud-based queue.
Additional benefits of the solutions include the ability to use agents and network to automatically accommodate overflow, seasonal spikes or unexpected fluctuations in call volume; ability to connect to agents from alternate offices or even a home office when travel to the contact center is impossible; ability to capture insight into customer desires, behaviors and pain points; and more.
Since the platform is scalable and flexible, calls can be directed according to customer need and the most cost-effective agent arrangement. Company officials said that web-based reporting is available in real-time.
Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with TMC’s ITEXPO East 2012taking place Jan. 31-Feb. 3 2012, in Miami, FL. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Tammy Wolf