Twenty-five years after making a mark in the telecom industry, developing one of the first credit union voice automatic banking applications, Voice4Net CEO Rick McFarland is now working to create one of the simplest, most sought-after achievements – a pleasant caller experience for both the customers and the customer service agent.
"I use that term 'pleasant caller experience' a lot in presentations and speaking engagements because I believe that the one thing that will always differentiate companies offering similar services or products is their customer service," he explained in a statement.
These days, Voice4Net's main goal is to generate tools that integrate telephony and database systems. The company’s technology addresses a broken system whose inefficiency can be captured in one question that millions relate to: “Have you ever called a business and a voice prompt asks you to enter in your account number and password, get verified by the system, only to have the agent ask you for the same information all over again?"
According to McFarland, if the caller is not happy, and if Voice4Net can’t create a fast and accurate experience for them on the crucial phone call, then everyone is wasting their time.
“Interactive voice response (IVR) and self-service solutions have a bad name today because of the abuse of the technology that exists,” he added. “When a call comes in, the rep should be able to immediately see the corresponding information from the database in front of them.”
Too often, the phone system in the contact center is not connected to the database on the backend or the IVR system, so there’s no communication between them. Voice4Net provides distributors with products that they can bundle with the phone systems they install for their customers.
When it comes to Voice4Net technology, which includes the Contact Center HD (CCHD), Screen Pop Pro Server (SPPS), Interactive Voice Response (IVR) and Event Broadcast System (EBS), there is a key takeaway – ROI, whether they employ a single solution or a custom-designed mix.
Voice4Net's flagship solution is the CCHD, created to provide easy-to-use tools for managing both voice and text communication. It helps manage both voice and text communication. CCHD offers effective communication with customers any way, any time, so the customer can simply call into a single queuing system.
“Contributing to customer relationship management, we bring the so-called 'middle ware' between those two, connecting the back end database to their established phone system so the agent can provide the optimal caller experience,” added McFarland.
Today, there are companies like Voice4Net out there with software designed to help automated call centers, but Voice4Net goes about its business in a unique way.
“Where most of my competitors make software they think the industry will want and hope their instincts are correct, I go to my distributors directly, find out the specific needs of their customers and build what they want,” explained McFarland. “It's a hands-on, custom boutique approach."
Edited by Braden Becker