Contact Center Solutions Featured Article

February 07, 2008

VoiceObjects to Demonstrate CRM, Video Media Mixer in Barcelona

By David Sims

VoiceObjects (News - Alert), a vendor of personalized self-service phone portals, will be exhibiting at the GSMA Mobile World Congress from February 11 - 14 in Barcelona.
 
The company will be demonstrating its recently announced product, VoiceObjects Media Mixer, which allows companies to interact with customers through video applications. Video content can be adapted to caller behavior or to information contained in integrated CRM databases, providing per-segment or per-caller personalization.
 
Mobile World Congress is an event for the mobile industry and includes mobile network operators, hardware and software vendors and content owners from across the world. VoiceObjects will showcase how call center operators and mobile carriers can reduce call center service costs while improving the caller experience.
 
VoiceObjects 7 is described by company officials as "an open, standards-based phone application server software" allowing deployment and maintenance of personalized self-service phone applications using text, video, voice and Web user interfaces.
 
The flagship product complements a Voice-XML platform.

Deploying personalized self-service applications to over-the-phone customer service channels like text, voice, video and the Web, says Michael Codini (News - Alert), Chief Technology Officer, VoiceObjects, benefits mobile carriers by allowing them to reduce costs in core business areas and free up live agents from routine enquiries."
 
Last fall VoiceObjects announced that Volkswagen Financial Services AG deployed a new, personalized self-service voice portal.

The VoiceObjects phone application server software suite lets VWFS manage increasing call volumes -- "within weeks after deploying the new voice portal," VWFS officials say, "VWFS customers benefited from unprecedented levels of personalized self-service, and more than 90 percent of them report being very satisfied with the new system."

VWFS is a wholly owned subsidiary of Volkswagen AG. The subsidiary was founded to address the growing breadth, depth, and internationalization of Volkswagen's financial services operations and coordinates the worldwide financial services activities of the Volkswagen Group and its subsidiaries.

Previously, all VWFS customers desiring over-the-phone service were directed to a single contact number served by call center agents. Lack of segmentation led to long hold times for even the simplest inquiries. The new VoiceObjects self-service banking voice portal lets callers first use a self-service voice portal before reaching an agent: "Interactive dialogs and flexible menus help callers get the information they need quickly," VoiceObjects officials say.

Despite increasing call volumes, wait times have decreased and agents have more time for value-added consultation, cross-selling, and up-selling, Volkswagen officials report.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is The New New Thing: “Hybrid” Deployments for Speech, brought to you by Voxify.
 
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.


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