January 16, 2013
IVS Helps Zenith American Solutions Adopt Voxeo's Technology for Business Expansion
By Jayashree Adkoli
As one of the largest independent third party administrators in the United States, Zenith American Solutions - a provider of technologies, services, systems and support to self-funded Health and Benefit plans – wanted to upgrade its legacy Interactive Voice Response (IVR) solution, in order to augment its business services.
In this regard, Zenith American Solutions joined hands with Integrated Voice Solutions (IVS) – a provider of customer experience solutions across automated channels – to implement Voxeo (News - Alert)‘s open standards solution alongside its existing platform in order to deliver the additional ports required for business expansion.
According to a statement, IVS utilized Arca (News - Alert)+ and Voxeo to complete the migration of Zenith American Solutions’ IVR system to a newer, more robust, open standards-based platform in 30 percent of the time and cost of upgrading existing IVR.
For Zenith American Solutions, adding new ports would be too expensive, and the necessary upgrade to the newer version of its existing IVR platform would require applications to be completely rewritten, resulting in a lengthy and expensive re-development project.
As a result, Zenith joined hands with IVS to use its Arca+ conversion product to implement Voxeo alongside its existing platform for additional ports, which in turn helped the company to quickly and cost effectively expand business needs and also eliminated the need to redevelop IVR applications offered to its clients.
Last year, Voxeo and IVS together announced the capability to automate the migration from existing legacy and end-of-life IVR systems to the more flexible and powerful open-standards technology of Voxeo’s communication platforms.
With the newly migrated advanced Voxeo platform, users will be able to create just one single application and deploy it across any combination of voice, text or mobile web-based communication channels, thereby offering contact centers the ability to deliver exceptional customer experiences anywhere and anytime.
IVS’ Arca+ solution automates the migration from outdated, end-of-life IVR platforms to Voxeo, so that applications can easily be transported and maintained in a standards-based development environment that mitigates the risk of future lock-in to any specific platform.
While, the Voxeo platform supports multi-channel self-service interactions across mobile Web, smartphone apps, live chat, text and social networks like Twitter (News - Alert). IVS will add migration options for other platforms, as client requirements arise.
Jay Bolton, chairman of IVS, said in a statement, "Because Arca+ converts code from one platform to another exactly as it exists, the application functions and logic required were transposed perfectly from the existing proprietary platform to Voxeo code, which results in an identical user experience across both old and new platforms.”
With the help of Voxeo‘s Open Standards technology, Zenith American Solutions is now able to implement as well as support new technologies and channels such as SMS, mobile applications, location based services, and social media, while controlling the annual maintenance and support charges for its IVR.
In recent news, Voxeo collaborated with IBM (News - Alert). Under the terms of this partnership, IBM is responsible for reselling speech-enabled communications platforms and services of Voxeo, while Voxeo will resell IBM’s hardware, software and services.
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Edited by Brooke Neuman