September 01, 2012
TMCnet Hosted IVR Week in Review
By Rich Steeves
TMCnet Web Editor
First up was the story of a company, Voice Assist, Inc., that is bringing IVR solutions into the home. The company’s Next Generation Home Phone Service will leverage Voice Assist’s (News - Alert) hands-free mobile phone technology and bring it into your living room. “Now we plan to reinvent what happens when consumers dial zero from their home phone,” said Michael Metcalf, CEO at Voice Assist.
While that solution from Voice Assist represents the cutting edge of IVR technology, some companies are wondering what to do with tech that has reached the end of its life. To help these companies, PSS has released a briefing titled “My IVR System is End-Of-Life, Now What?”
“PSS can optimize and support both platform and applications until the time comes to move to next generation solutions,” said Glenn Hackemer, PSS executive vice president, in a statement. “In addition to addressing the technical issues facing these leaders, this thought leadership briefing outlines some of the key business trends in the IVR and the contact center industry.”
Finally this week, CrowdSurge, a UK-based event ticketing company, joined forces with NewVoiceMedia (News - Alert) in order to deploy a system to manage increases in call volume and enhance the customer calling experience. “Our incumbent technology was six landlines using an Avaya (News - Alert) telephone system, we didn’t want to purchase extra hardware or software and our main challenge was to ensure that calls were not lost and all were answered quickly,” said Noel Edwards, GM of CrowdSurge. “NewVoiceMedia’s ContactWorld can be implemented in a matter of days without the need for specialist hardware or software and gives us the technology we need to deliver for our customers.”
Stay tuned next week for more news from the hosted IVR space!
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