Romtelecom Selects Voxeo Prophecy and CXP -- Formerly VoiceObjects -- for Legacy IVR Portal Migration
(Marketwire Via Acquire Media NewsEdge) ORLANDO, FL -- (Marketwire) -- 02/21/13 --
Voxeo, the leading provider of Unlocked Communications™ solutions, today announced that Romtelecom, a company in full swing in the Romanian communications market, has migrated from a legacy IVR system to a next generation IVR powered by Voxeo.
Romtelecom offers TV services on different platforms such as satellite TV and IPTV, high quality broadband internet and data services, traditional fixed line telephony, and the most secure hosting data center in Romania. Additionally, Romtelecom offers bundles for residential customers and complex ITC solutions as well as a portfolio of services dedicated to business customers.
The company was looking to replace their former IVR with a modern, state-of-the-art IVR platform. The selected solution consists of the Voxeo Prophecy media server and Voxeo CXP (formerly VoiceObjects), the company's award-winning application lifecycle suite. In addition, Romtelecom uses the Chrysalis Notification Service to ease management of their outbound communications.
Using the Voxeo platform, Romtelecom implemented several inbound and outbound services. Inbound services include password reset, PIN reset, billing information, payment confirmation and more, while outbound services include reminders and rescheduling of technician visits.
Chrysalis, a Voxeo partner, delivered the Chrysalis Notification Service (CNS), which integrates with Voxeo's Prophecy media server and Romtelecom's back-end systems to handle call scheduling and manage retries. The solution supports outbound applications that leave voice messages with a customer or provides interactive menu options for them to select from. This service provides Romtelecom with an efficient tool for sending proactive notifications to their customers.
"Using CNS, Romtelecom can easily send automated outbound notifications using a variety of communication channels," states Debbie Diersch, CEO at Chrysalis.
Voxeo's reporting capabilities provide Romtelecom with deep insight into service usage, call completion rates, and system performance. Both real-time and historical data is provided.
"With the new platform, Romtelecom is able to react immediately to changing customer requirements," comments Paul Thomas, VP Sales EMEA. "Romtelecom is now implementing the entire customer portal using Voxeo CXP. This enables Romtelecom to provide a more modern, flexible, and personalized system."
Voxeo unlocks communications. We loathe the locks that make voice, SMS, Twitter, web chat, mobile web, unified communications and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving -- fueled by a company-wide obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100 from our headquarters in Orlando, Beijing, Cologne, and London. Visit us or join our conversations on the web at www.voxeo.com, blogs.voxeo.com or twitter.com/voxeo.
From its inception Chrysalis Software, Inc. has helped businesses to improve their customer relationships with their contact center products and professional services. Today, Chrysalis customers are taking advantage of the latest advances in hosted and premises-based Interactive Voice Response (IVR) systems, Advanced Speech Recognition (ASR), Computer Telephony Integration (CTI) and contact center management systems. Information about Chrysalis Software's products and services can be found at www.chrysalis.net.
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