APEX Voice Communications (News - Alert), which sells service delivery platforms and Application servers for voice, video and data enhanced services, announced the APEX First Touch Self-Service Optimizer today at ITEXPO (News - Alert) West 2010.
Company officials describe it as designed for network operators, call/contact centers and hosted service providers offering self-service IVR/IVVR. It includes a set of multi-modal strategies and tactics for pre- and post-processing of customer service contacts aimed at optimizing self-service systems.
“As a front-end to existing third-party or APEX systems, and based on the APEX Service Delivery platform and the OmniVox3D Application Server, APEX First Touch enhances the user experience, shortens call times, reduces misrouted calls, and improves automation rates, for a compelling ROI,” company officials say.
The way it works, APEX First Touch’s multi-modal functionality “touches the user through various access points,” according to APEX Voice Communications officials, routing voice and video calls, text messages, and USSD interactions to desired automated responses, “for fast and friendly resolution, while reducing the number of calls routed to live agents.”
Its Web-based administration means it can be controlled and configured by customer service personnel, company officials point out, tactfully leaving unsaid the obvious fact that these are generally not the folks capable of the most intricate programming, and do better with KISS.
APEX Voice Communications first announced support for the short message peer-to-peer (SMPP) protocol for its OmniVox3D SIP Application Server back in the spring of 2008, TMCnet reported.
The move, according to company officials at the time, enabled OmniVox3D users “to send and receive text messages using SMS as well as combine interactive voice and video within the same application server.”
APEX Voice said that OmniVox3D's SMPP module is designed to provide a “flexible data communications interface” for the transfer of short message data to and from routing entities and message centers.
For more, be sure to check out ITEXPO West 2010, the world’s premier IP communications event, happening this week Oct. 4 to 6 in Los Angeles.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi