Call Center Solutions Featured Article

Convergys Intros Intervoice Voice Portal 6.0 and Interaction Composer

November 11, 2008

Convergys Corporation, a global provider of relationship management solutions, has announced that Intervoice (News - Alert) Voice Portal 6.0 (IPV 6) and the introduction of its next-generation application creation environment – Interaction Composer.

This latest version enables clients to easily create highly personalized speech solutions by leveraging a set of rules and policies that can be easily constructed by integrating with the Convergys (News - Alert) Dynamic Decisioning Solution.

Enterprises can now be empowered to think differently about the customer experience through the introduction of a voice portal platform designed to facilitate the development of multimodal applications that enable mobile self-service.

“For enterprises competing for market share and looking to improve customer satisfaction ratings, having the ability to use multimodal applications to enable self-service for mobile device users will be a differentiator,” said Daniel Hong, Lead Analyst, Datamonitor, in a Tuesday statement.
 
“When looking at the evolution of phone-based self-service technologies, it began with touch-tone, progressed to include speech, and now the next phrase: multimodal enablement.  This next stage in the evolution of phone-based self-service includes personalization and takes into account the proliferation of mobile devices.”

An Eclipse-based Integrated Development Environment, the Interaction Composer is used for building, deploying and managing robust applications with drag and drop components and an extensibility framework to enable both call center programmers and IT developers to quickly develop complex voice or multimodal applications. 

Interaction Composer is designed to enable the development of applications that allow callers to perform tasks simultaneously or interrupt tasks with new requests. Callers can also resume tasks where they left off.

For those enterprises supporting legacy IVR applications, Interaction Composer will also enable the migration of legacy IVR applications to open-standards applications that can include a speech option for more efficient self-service calls. The solution also allows developers to move easily to the IVP platform by greatly reducing the risk and costs traditionally associated with upgrading technology.

Clients can use IPV 6 to create highly personalized applications by leveraging Convergys Dynamic Decisioning Solution. This software product includes both a set of tools and a policy engine. The solution can be used to build a speech application, developers can create a set of policies or rules that can trigger personalized interactions for end users based on existing customer data.

When combined with Dynamic Decisioning Solution, the IVP can bring an enhanced level of customer service by enabling applications to automatically respond to changes in a customer’s profile in real-time to improve each customer’s self-service experience.

There is a reason why Convergys is a powerful leader in its space – the company understands that innovative solutions must be progressive in nature and appeal to the consumer by embracing current trends.
 
The ability to personalize and customize solutions in is high demand in a number of consumer-focused areas, especially mobile solutions. For self-service options relying on speech, personalization can create a better experience for the client, leading to ultimate growth for the company, which will indirectly help to drive demand for the solution.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by
Jessica Kostek

Article comments powered by Disqus