Hosted IVR

March 28, 2012

Voxeo Integrates Location Intelligence with Voice Self-Service

By Calvin Azuri
TMCnet Contributor

Voxeo recently announced it has successfully incorporated location-based services (LBS) into its IVR platform for voice, text and mobile web interactions. This will allow the company to provide its customers with a much improved mobile experience. The LBS detects customers’ locations and enables them to gain live location-based services and information.

"There are still so many customer service applications that require mobile users to manually enter their exact locations, but this can be tedious and error-prone, especially when the user is unfamiliar with the area,” said John Amein, Voxeo’s (News - Alert) senior vice president of product management. “Voxeo LBS brings safety and convenience by eliminating the need for mobile users to manually enter their exact locations to find their favorite restaurants, the nearest bank or whatever they're looking for."

The solution will enable customers to get essential information such as traffic information, roadside assistance without entering a location, finding the nearest store of a particular brand as well as downloading a particular app.

Voxeo LBS identifies a caller's exact location, making it easier, safer and more convenient for mobile customers to access, such as finding a retailer's nearest store, obtaining traffic information or requesting or downloading an app.

The company’s cloud-based solution is compatible with all major wireless carriers nationwide, so it’s compatible with over 90% of all U.S. consumers.

The company provides different privacy levels, such as single/double opt-in and SMS challenge messages for opt-in confirmation. Mobile users can be secure about their information, as Voxeo uses location-based data on its system only during troubleshooting procedures.

"Voxeo's cloud-based solution now makes it possible for businesses of all sizes to capitalize on the popularity of location intelligence – something millions of mobile customers are already utilizing in various formats,” Amein said. “By integrating LBS with the IVR, Voxeo is taking customer engagement to an entirely new level.”

Edited by Braden Becker