Intelliverse (News - Alert), a leading provider of automated communications technologies in the business-to-business market, recently launched a hosted solution for the prepaid services market. By facilitating an automated support, the new solution is expected to enable prepaid service providers to reduce call center costs and increase customer satisfaction.
Prepaid Service providers have to depend on call centers to deliver various types of customer services including checking balances, activating cards/plans, transferring funds, and reloads. To stay competitive, the service providers need to keep their call center costs at the minimum, but without compromising on the quality of the customer service.
In a press release, Intelliverse claimed that its solution for prepaid services offers these organizations a way to earn a competitive edge with customer service and self-service options. Combining the capabilities of front-end call routing of its Hosted Interactive Voice Response (IVR) with the backend call queuing of its Automated Call Distribution (ACD) solution, the new integrated cloud-based suite of services are able to automate routine requests such as balance inquiries, activations, and reloads eliminating the need for additional call center resources.
The company claimed that the new solution is tailor-made for the prepaid services market. The solution has been designed to deliver self-service functionalities for the activities which do not require agent- interaction and skills-based routing.
A higher level of service and increased flexibility and control, but without enhancing the overall customer contact costs.
In addition, the solution would facilitate scheduling and triggering of outbound marketing campaigns and urgent messages to customers via phone, text or email, Intelliverse said.
“Cardholders placing calls to prepaid companies are looking for access to instant, personalized information such as their current card balance, last reload date, and transaction history as well as more advanced functionality such as activating new cards, establishing a PIN and recharging balances. Much of this can be done automatically with Intelliverse's solution. There is also the option to transfer to live sales and support agents in a call center by integrating our cloud-based ACD service into the solution,” Senior VP of Sales at Intelliverse Larry DiBiase explained in a statement.
Recently, Intellivers announced a new initiative called ION, which has been designed to support all Intelliverse services, including interactive voice response, automated call distribution, and VoIP. ION, which stands for Intelliverse Open Network, is a service delivery platform based on the service-oriented architecture, which leverages reusable components to enable fast service creation, the company explained in an earlier media release.
Edited by Rich Steeves