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March 05, 2010

Newfound Debuts VoiceXML Dialer, Provides Calling Campaigns for Users

By Nathesh, TMCnet Contributor


Newfound Communications (News - Alert), a provider of dialing, call recording and, interactive voice response or “IVR,” and VoiceXML solutions, announced that the company’s newly launched VXML Dialer 3.0 offers a broad range of new features and functionality for call center operators and service providers to create and manage high-volume, outbound IVR campaigns.
 
Some of the new features included in the solution are an enhanced Web dashboard, an outbound messaging wizard, improved VoiceXML (News - Alert) integration, easier campaign setup and the ability to upload call records. VoiceXML allows programmatic control of voice applications where automated voice services can be accessed over the phone, and non-phone based voice applications. 
 
According to the company, VXML Dialer 3.0 is developed to prioritize and complete millions of outbound calls per day and is a complete software solution that delivers robust outbound dialing for emergency response and customer service. VXML Dialer 3.0 is designed to provide greater control, automation, and flexibility for outbound dialing campaigns, such as alerts, notifications, emergency response and customer service applications.
 
VoiceXML – for its scalability and fault tolerance – make it a widely deployed and highly successful application, said VoiceXML provider Interact Inc.’s Vice President and Founder, Greg Gissler. 

“The capability is that it supports the open standards for CCXML, VXML and MRCP and all of the major hardware providers for the telecom industry,” Gissler told TMCnet in a podcast interview. “That allows the user to create any kind of application that they need. There’s no limit to what they can do.”

Powered by Nuance (News - Alert) and VoiceXML, the Newfound VXML Dialer drives speech or touch-tone outbound call campaigns with greater control, automation, reporting and flexibility. Upon receipt, the VXML Dialer constantly re-prioritizes call records based on time of day, call priority, retries and requested call completion time. 

Apart from playing professional recordings, VXML Dialer is also capable of answering machine detection. The VXML Dialer can also transfer calls to an agent during or at the end of a call and supports Nuance powered software or Voxeo (News - Alert) Prophecy as well as many other VoiceXML and CCXML platforms.
 
Kris Hopkins, president and CEO of Newfound Communications has said that the new version of VXML Dialer is taking outbound VoiceXML-based dialing to the next level. It offers an array of easy-to-use features now coupled with their continued performance and scalability. Perfect for cloud-based or communications as a service offerings and businesses alike, the industry now has a simple, flexible, standards-based tool to manage outbound customer service campaigns.

Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.

Edited by Kelly McGuire


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