Qwest (News - Alert) Communications has announced it has added Qwest iQ On Demand IVR service to its Qwest iQ Contact Center, call center suite of services.
The company teamed-up with Angel.com, a provider of enterprise-focused, cloud-based customer experience solutions, to deliver this IVR solution that is delivered via software as a service platform that puts the Caller FirstSM with every call.
David Rennyson, president at Angel.com, said that Qwest is joining the company in the mission to overcome the stigma associated with traditional, on-premise IVR systems by providing significant value in terms of caller satisfaction and business benefits. "Qwest is using cloud computing to bring tremendous value to its customers."
A portal-based application development tool, this new product enables Qwest customers to create and manage automated contact management applications to caller experience. In addition, they can also reduce the cost of new and on-going application development, and leverage business' existing data.
On Demand IVR comes with full interactive voice response capabilities enhanced with voice mail, speech recognition, call recording, and reporting and analytics. Moreover, the service also leverages SaaS (News - Alert) model to enable customer's IVRs to integrate with other applications, including sales and customer service, and enterprise data.
Company officials said that Qwest iQ On Demand IVR service is "fast, affordable and adaptable." Users can develop a customized IVR application in real-time and create libraries of diverse applications that can be turned on or off at a moment's notice to keep pace with evolving business needs and to respond to real-world changes before they impact business.
Noting that people dislike poorly designed IVR applications, Eric Bozich, vice president of product management at Qwest, said that with Qwest iQ On Demand IVR, businesses can change that experience without investing tens of thousands of dollars -- and months of development time.
Qwest offers a comprehensive portfolio of data and voice networking communications solutions to enterprises, government agencies and educational institutions of all sizes.
Last month, Miller Zell, a retail design firm, selected Qwest Communications to deliver an integrated, high-speed voice and data platform to serve its operations in the United States and Canada.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.Edited by Juliana Kenny