Call Center Software Featured Article

Two Volt Information Systems Companies Team Up for MyAssist Improvements

By David Sims
TMCnet Contributing Editor

Nice when you can keep it all in the family like that: Two Volt Information Sciences companies, VoltDelta and LSSiDATA (News - Alert), have teamed with MyAssist to provide Operator Assist and data services to the Ford Motor Company for its Ford SYNC in-vehicle information system.

"MyAssist allows Ford SYNC Services users to help keep their hands safely on the wheel while talking to a live specialist who can quickly provide information and navigation services that are important to drivers while on the road,” said Jim Flavell, senior vice president, MyAssist.

VoltDelta (News - Alert) and LSSiDATA combine geo-located contact information and a virtual agent infrastructure, according to officials of both firms, who say that this lets Ford SYNC motorists “identify, locate and engage with businesses and residences across the United States.”

The MyAssist’s agent-enabled service basically includes what Volt Information Sciences officials call “business search” and “directions” functions, which are by far the most popular and account for the lion’s share of the calls to SYNC Services -- “about 70 percent,” according to company officials.

Oh there are other services available, such as providing access to residential listings and their addresses, and drivers can choose to receive audible directions or a text message with the name, address, phone number and information about the business or be directly connected to the phone of the business or residence, Ford SYNC officials explain.

In April TMC’s (News - Alert) Susan J. Campbell wrote, that customer-facing companies rely on call center solutions to drive effective customer service to build a loyal customer base. Innovative technologies and software platforms help to create an enhanced user experience. Companies like VoltDelta are blazing a trail.

One such innovation from VoltDelta is the company’s OnDemand voice recognition platform. This voice self-service portal combines innovative speech science, experienced Voice User Interface (VUI) design, and unique technology for engaging and effective voice self-service. Consumers want the ability to be able to migrate to self-service channels for quick and easy resolution to an issue or to gain information, but the portal has to be intuitive and easy to use.