NewFound Launches IVR System to Improve Dialing Solutions
March 03, 2010
By Shamila Janakiraman, TMCnet Contributor
Newfound Communications (News - Alert), Inc., a provider of call recording, interactive voice response, or “IVR,” and dialing solutions for the telecom industry, announced the availability of its VXML Dialer 3.0, an IVR system that will improve communication relations.
Company officials said that this is an enhanced version which offers a broad range of features and functionality for call center operators and service providers which will enable them to create and manage high-volume, outbound IVR campaigns.
VXML Dialer 3.0 is specially designed to provide more control, automation and flexibility for outbound dialing campaigns like alerts, notifications, and emergency response and customer service applications.
The new features added in the dialer are enhanced Web dashboard, an outbound messaging wizard, better VoiceXML (News - Alert) integration, easy campaign setup and ability to upload call records.
Additionally, the VXML Dialer is capable of prioritizing and completing millions of outbound calls per day. The outbound dialing solution’s multi-tenant architecture suits service providers, hosting companies and large enterprises. Also individual tenants, customers and departments can securely create, manage and monitor their own outbound IVR call campaigns using the VXML Dialer.
The new dashboard provides campaign monitoring and call reporting for every account. Tenant administrators can easily create and edit outbound messaging, initiate calls and pause dialing, said company sources.
According to Kris Hopkins (News - Alert), president and CEO of Newfound Communications, the new version of VXML Dialer is taking outbound VoiceXML-based dialing to the next level.
“It offers an array of easy-to-use features now coupled with our continued performance and scalability,” Hopkins said. “Perfect for cloud-based or Communications as a Service or CaaS offerings and businesses alike, the industry now has a simple, flexible, standards-based tool to manage outbound customer service campaigns.”
The VXML Dialer offers “live answer” and answering machine detection capabilities. It also retries calls for specific results like busy, no answer, line error and so on. Then the calls are prioritized for specific accounts, campaigns, time zones and individual calls. The dialer can also transfer calls to an agent during or at the end of a call.
Company officials added that the VXML Dialer 3.0 offers support to Nuance (News - Alert) Powered Software or Voxeo Prophecy and also other VoiceXML and CCXML platforms.
Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.
Edited by Kelly McGuire