In a bid to extend their solutions portfolio and help bring voice automation beyond the call center into field service operations, Intervoice announced today a new field service automation practice.  

 

The new practice is based on speech technology from Intervoice's (News - Alert) Global Services portfolio and is powered by Datria Systems Inc., provider of packaged employee-facing, voice-enabled solutions.

 

Intervoice Global Services, is a recently introduced suite of enterprise-class voice solution services that helps to boost customer experience and satisfaction while offering enterprises time and cost reductions.

 

Working together with Datria, Intervoice is able to automate the operations of field service personnel and the mobile workforce with the real-time exchange of information between field service technicians and their corporate backend enterprise applications.

 

By communicating with a "virtual dispatcher", field technicians answer a series of questions to uncover typical information. Those spoken responses are then translated into data that is sent to software systems for a quick, easy, cost-effective way of completing and streamlining operations.

 

The combination also serves to lower cost of ownership for enterprises needing these communications.

 

"As a leader of voice automation, Intervoice is always looking for new ways to bring value to our customers, and we're pleased to be working with Datria to extend our offerings to include field service automation," Andrea Holko, senior vice president, Global Consulting Services, Intervoice commented in a statement to the press.

 

"With this new practice, our customers have the option of using voice to automate both call centers—the customer call center and the employee dispatch center" Holko also commented.

 

William Goodison, executive vice president of sales and alliances, Datria also commented,  "Our voice-enabled solutions have appealed to businesses looking to extend an affordable tool to their mobile workers, especially those with high-churn workforces or using third-party contractors. Intervoice, with its global reach and market leadership for end-to-end solutions, will extend the benefits of automated field service and asset management solutions to a much broader audience."