May 09, 2012
Arca+ Lets Voxeo and Integrated Voice Solutions Bring New Life to Old Voice Applications
By Steve Anderson
Contributing TMCnet Writer
Upgrading systems these days isn't a task that's undertaken lightly. The costs involved are often daunting, and even if they're not, the down time involved in switching over from one system to another – which is itself a cost – can be. But Voxeo (News - Alert) and IVS – Integrated Voice Solutions – have gotten together to bring out Arca+, a new tool that allows those legacy voice applications on current systems to get a bit of an upgrade.
The Arca (News - Alert)+ system can actually automate the trip from legacy voice systems, like Edify EVIP, to Voxeo, which can in turn offer support for most current platforms like Twitter (News - Alert), allowing businesses to expand their contact suites and take advantage of new services like live chat with customers. And since IVS can offer support for some of the platforms that Voxeo doesn't, the future is fairly well covered.
Since IVS is actually a Voxeo preferred conversion partner already, the two have previously worked well together, which in turn means that the costs and downtime associated with a migration to new software should be minimal, and enterprise contact centers, as Voxeo's Senior Vice President of Product Management John Amein describes it, will "no longer have to suffer with their existing, end-of-life IVR applications while the competition leaps ahead with cutting-edge customer outreach."
Further, IVS, via Chairman Jay Bolton, describes the use of Arca+ technology in a much more numbers-oriented fashion. Bolton describes experiences for early-adopter clients who reduce conversion costs by 65 percent, and time by 75 percent, meaning much less downtime, and much faster return to activity.
Upgrading systems is a necessity no one much relishes. It costs both time and money to do so, so for many companies, they get along as best they can with their older systems until catastrophic failure forces the issue Using a system like Arca+, meanwhile, can take much of the sting out of upgrading and allow businesses to provide the kind of up-to-the-minute services customers demand. A better customer experience generally leads to improved customer loyalty, and even an improved bottom line under the right circumstances.
IVS and Voxeo are currently offering a free cost analysis at their web site, located here. So for those companies looking to get out of their old voice applications, it may be just the right time to check out what IVS and Voxeo are offering, especially in terms of Arca+.
Edited by Carrie Schmelkin