Speech technologies provider Intervoice (News
) has announced the release of a new contact center software solution suite, Intervoice Contact Portal.
According to Intervoice, the new offering unifies the functionalities of their enterprise solutions: Intervoice Voice Portal (IVP), IP
Contact Center (IPCC), and Advanced Notification Gateway (News
) (ANG), to provide more choices and capabilities to the customer as well as lower costs for the contact center.
The fully integrated multi-channel suite of contact center software solutions leverages automation to reduce costs and gives customers the ability to choose the medium they'd like to use for communications—phone, e-mail, SMS, or Web chat and the ability to choose between self-service or speaking with an agent.
Ken Landoline, program manager, Yankee Group (News
) said, "Intervoice has redefined the dynamic customer experience with Contact Portal. It is a unique end-to-end contact center solution that starts with the customer. Unlike traditional telephony-based systems that focus on agents or expert resource productivity, the components of the Contact Portal are primarily focused on offering customers convenience and choice to maximize their experience."
By unifying the various functionalities, Intervoice is able to provide the customer and agent with a more pleasing communications experience. With Intervoice's Built-in CTI
and screen pop for example, the customer's profile and data collected during a session is combined together and routed along with that contact throughout their communication session. This means the customer is able to receive a more consistent experience and the agent is also empowered with a consistent view of the customer's information during the session.
Also, with the added IPCC
functionality, a SIP-based architecture with Built-in CTI (News
) capabilities, Intervoice Contact Portal goes beyond "the benefits of automation from speech self-service, either in a hosted or on-premise environment" to "include live agents with the feature functionality of a full service, multi-channel IP-based contact center."
Contact Portal also includes ANG for multi-channel, outbound notification in events such as account changes, suspicious transactions, flight delays or emergencies. This capability not only reduces call volume, but also offers support for channels including voice, text message (SMS) and email, so customers get the notification they need, delivered to them via the channel they prefer.
Also, with the Intervoice Unified Services Platform, Contact Portal is switch-independent and able to integrate with existing and future phone systems. For enterprises, this means they can implement the three of the Contact Portal components separately or as an entire solution, and don’t have to replace their existing infrastructure.
Intervoice also announced today the latest version of IVP, version 5
, which Contact Portal relies on "for the creation and execution of call control, speech and multimodal applications." According to the company, IVP allows customers or third parties to "develop voice and speech applications while also enabling multimodal solutions for simultaneous voice and data interaction. Version 5 of IVP was also announced today."