Speech Technologies

SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

Speech Technologies Feature Article

> Speech Technologies Home

May 22, 2008

Intervoice Intros Contact Portal

By Stefania Viscusi, Assignment Desk Editor


Speech technologies provider Intervoice (News - Alert) 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 - Alert) (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 - Alert) 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 - Alert) 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."
 
For more about Contact Portal, visit: http://www.intervoice.com/index.php/prod_contact_portal.html

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Accelerating 3G Mobile Video Communications, brought to you by HP Software.


Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2021 Technology Marketing Corporation. All rights reserved | Privacy Policy