Call Center Solutions Featured Article
Convergys Intros Intervoice Voice Portal 6.0 and 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.
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.
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