July 07, 2012
TMCnet Hosted IVR Week in Review
By Jacqueline Lee
Hosted interactive voice response (IVR) gives companies a customer service solution that is easy to install and requires no in-house PBX (News - Alert) equipment. USAN has capitalized on the opportunity by providing hosted IVR in addition to a number of contact center solutions including lead management, customer interaction, interactive applications and social network monitoring.
The hosted IVR service, in particular, offers agents multiple options to serve customers while reducing the amount of time between calls. Hosted IVR also plays a role in keeping company messages consistent across multiple channels. Hosted IVR works best for routine self-service tasks and should be rigorously tested for good call flow and customer satisfaction.
Companies taking advantage of IVR technology this week included XPS, a self-storage company. The company already offered pay-by-phone service through a proprietary platform, will help the company to increase collections while improving customer service. Additionally, customers get the added security of processing their credit card information through the IVR system.
In other news, two hosted IVR companies expanded their operations this week. Genesys (News - Alert) stretched in to Brazil by purchasing LM Sistemas, a Brazilian IVR company. Genesys, the second largest business in the contact center marketplace, is also strengthening its offerings in analytics, process workflow, social engagement, workforce optimization and cloud computing.
Another expanding company, CreaLog, is bringing operations into the African market by bringing speech-based interactive technology to Ghana, Kenya and Uganda. The company is also planning expansion into Tanzania and Nigeria. Services in multiple languages will include medical assistance, legal advice, expert hotlines and weather forecasting.
Also this week, SpeechStorm (News - Alert) released the Eastwood version of their self-service software. The software now features mobile functionality that allows companies to create apps for iOS and Android (News - Alert) that mimic IVR functionality. For instance, just as an IVR can provide directions and store hours, companies can unleash a mobile app with the same functionality.
The Hosted IVR community offers a free e-Newsletter and a selection of webinars, podcasts, white papers and videos to help you learn more about the benefits of IVR. Keep checking back for the latest Hosted IVR news from TMCnet.
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Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.