Nevada Department of Transportation Selects VoltDelta
March 27, 2013
By Rachel Ramsey, TMCnet Web Editor
Voice self-service solutions are now an essential tool within an enterprise customer care strategy. More capable voice recognition and effective multichannel support are having a positive impact on retention efforts and loyalty metrics while reducing costs via engaging automated dialogs.
The Nevada Department of Transportation (NDOT) recently selected VoltDelta’s (News - Alert) N11 hosted platform to deploy a new multichannel phone and Web-based 511 system for Nevada motorists that will deliver road and weather information via hands-free dialing and voice-enabled interactive dialogs, Web access and smartphone applications to motorists. 511 systems help drivers avoid areas with traffic congestion, provide alerts for severe weather and other conditions and recommend alternate routes.
The new 511 Interactive Voice Response (IVR) and Speech recognition services will be deployed with VoltDelta’s N11 platform, which provides the voice self service and hosted telephony infrastructure. Automated outbound calls via VoltDelta’s N11 platform will also be made for alerts to motorists that opt-in.
VoltDelta OnDemand Solutions provides a hosted infrastructure for enabling virtual contact centers and home agent call distribution and management, inbound and outbound voice recognition application and voice of the customer call plus agent screen recording. Its Delta Dialog voice self-service solution combines innovative speech science, experienced Voice User Interface (VUI) design and unique technology for effective voice
“Nevada’s traffic safety goal is zero fatalities, and our enhanced 511 service is one way we are helping improve traffic safety and reduce traffic congestion,” NDOT Director Rudy Malfabon explained in a statement. “The real-time, personalized road conditions are another way to help drivers get where they need to go more directly and safely. We selected VoltDelta to provide the IVR and telephony infrastructure because of their experience with providing 511 solutions that focus on caller engagement and ability to handle large call volumes.”
VoltDelta enables Nevada’s 511 with IVR features such as remembering the last location a caller requested, demonstrating voice recognition accuracy through the use of patent-pending speech technology, enhancing subscriber alerts by providing an outbound phone call option, empowering NDOT with the ability to manage the 511 IVR application by self modifying portions of the dialog for extremely rapid adds, moves and changes and a reliable platform supporting massive calling spikes (when 511 proves its worth) resulting from accidents, weather or events via a hosted infrastructure currently supporting more than two billion calls per year.
“VoltDelta’s hosted N11 platform offers states the opportunity to implement highly visible services, without capital investment or staffing requirements, which can enhance the safety and driving efficiency of their driving constituents,” said Terry Saeger, SVP and GM of VoltDelta. “Our proven ability to answer 511 calls especially for unexpected conditions will provide the Nevada DOT and their motorists with performance confidence that can be relied upon in all conditions.”
The solution will be deployed statewide in the near future and will be available by dialing 511 within Nevada or logging onto www.nvroads.com.
Edited by Amanda Ciccatelli