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Voice Self-Service
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Optimal use of resources and cost reduction wherever possible are of critical importance to organizations. Many businesses have implemented contact center solutions that use voice technologies to provide quicker service to their customers for simple transactions and to free their agents for more complicated customer interactions. Some organizations, recognizing that not all of their customers have access to the Web, are deploying voice portals, which are voice-enabled Web sites or other services that can be accessed by telephone.
Being 100% focused on contact center solutions, we understand that deploying powerful speech technology is vital to maximizing the strategic potential of your contact center. BCE Elix has carefully selected partners dedicated to best-of-breed technologies to include in our contact center solution offering.
As a contact center solutions specialist, BCE Elix has designed and deployed multiple applications and solutions that use IVR, and has pioneered the implementation and deployment of speech recognition, text-to-speech, and voice verification technologies. BCE Elix has also won awards for the use of VoiceXML and CCXML standards in speech applications. BCE Elix’s hands-on experience in this field using different IVR and speech vendors allows us to provide unbiased, product-neutral advice to businesses wishing to incorporate voice technologies in their contact centers.
BCE Elix can also offer voice services, in ASP (Application Service Provider), MSP (Managed Solutions Provider) and CPE (Customer Premises Equipment) modes, all of which allow your customers to contact you from any telephone from almost anywhere. Complex speech technology—including speech recognition, text-to-speech, and voice verification—is hosted and managed by experienced engineers. That means you have the expertise of our professional services people to ensure you receive the right solution for your needs.
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Voice Self-Service Key Benefits
- Intuitive and easy-to-use speech solutions improve caller satisfaction, increase sales, and reduce the risk of customer loss
- Lower costs through better use of agent time, shorter calls, and eliminated hold time
- Improved productivity through automation of routine processes and redeployment of agents to higher value roles
- Service differentiation by unifying Web and voice applications, and implementing text-to-speech and other unique voice solutions
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Voice Self-Service Features
Feature-Rich Environment
Supports traditional DTMF and forward-thinking technologies like ASR, TTS, Voice Verification, VoIP, and more.
High Scalability
Scales as a single virtual voice server across multiple network nodes, allowing resources to be shared both physically and logically. Based on open architecture, servers and resources can be added dynamically (on demand) to provide tremendous flexibility, processing power and fault tolerance.
Availability
Provides multiple nodes, redundant sites, redundant servers (telephony, recognition, TTS, VoiceXML), redundant hardware (mirror disk, power supplies, LAN cards, telephony boards, etc.), redundant software, redundant network (routers, switches, etc.), and redundant WAN (Internet and Intranet). There is no single point of failure!
Flexibility
Utility pricing ensures that you only pay for what you need or use. There are no capital costs to invest in infrastructure; no idle capacity to maintain for traffic peaks or redundancy; no obsolescence or upgrades to deal with. Compatible VoiceXML applications can be developed and/or hosted by BCE Elix or the customer.
User-friendly Programming
All applications can be developed and run simultaneously in VoiceXML, the open language used to build IVR applications. The VoiceXML browser allows for easy and fast application development and helps bring Web applications to telephone users. A pre-production environment is available for development and user acceptance testing purposes.
Performance Reports
Provides secure Web access to a set of predefined reports including:
- Call volume (total number, longest call, average)
- Call status (call completed, call transferred, call abandoned, backend problem, technical problem, total calls, transfer no answer, transfer busy, transfer failed, total transfer attempts)
- Recognition results (success, failure, no speech)
- Unique caller (total number)
- Billing report (monthly usage minutes)
- Application report (based on application features)
Data can be aggregated various ways and downloaded for further analysis. Custom reports can also be created.
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