In a bid to provide their customers with shared IVR and Voice Portal Services, Contact Solutions and Intervoice (News - Alert) have extended their strategic relationship with the use of the Intervoice Voice Portal to host voice and speech applications for Contact Solutions customers.

As a result of the partnership, the companies will market a joint solution for shared IVR and Voice Portal services.

 

For many large enterprise, BPO and government agencies, shared IVR services provide the best way to improve customer service levels quickly, by integrating self-service applications into other enterprise applications.

Intervoice Voice Portal is a VoiceXML (News - Alert) platform that offers the ability to personalize caller experiences, have conversational speech and extended web presence for increased automation, decreased operational costs and improved quality and agent productivity.

 

"Our customers will benefit greatly by our deployment of the Intervoice standards-based Voice Portal platform as it will broaden the types of applications we can deliver to our customer base while reducing the time it takes to deploy solutions," said Paul Logan, Chief Executive Officer, Contact Solutions in a statement.

 

Contact Solutions, offering improved customer service levels and focused on reducing the number of calls needing to be transferred to live agents, hosts thousands of ports of Intervoice's IVR technology.

 

"Contact Solutions specializes in developing and implementing leading-edge shared voice portal systems that help customers realize significant return on investment and improve customer satisfaction," said Jim Milton, Chief Operating Officer, Intervoice. "As Intervoice continues to grow its hosted service offerings, Contact Solutions is our partner-of-choice for shared services."

 

Intervoice has also announced that their Dedicated Hosted Service have been chosen by  Bank of the West, to host the banks entire voice automation system--no longer requiring the Bank to maintain the voice automation infrastructure, but still allowing them to develop applications that run on the new Intervoice hosted platform, as needed.