Automated call center solutions prove to be highly beneficial to both public and private call centers as well as emergency care providers.
Realizing the importance of automated voice solutions among these agencies, VoltDelta (News - Alert) OnDemand, a provider of automated voice recognition and Contact Center On Demand (CCOD) solutions, announced the launch of a new call center solution that automates N11 phone-based services.
VoltDelta’s N11 solution is a cloud-based service and does not require capital investment for hardware and software. It ensures a more rapid deployment and also empowers providers with the ability to respond to emergencies.
“VoltDelta’s primary goal with N11 services is to assist budget-challenged states and local governments in delivering enhanced services cost-effectively,” said Terry Saeger, SVP and GM of VoltDelta, in a statement. “VoltDelta’s N11 solutions such as 211 for Community Services, 311 for non-emergency police and government contact, and 511 for traffic assistance are capable of successfully engaging callers with automated intelligence; all without capital investment.”
The new voice based call center solution provides callers with quick, interactive and highly intuitive voice self service. It further expands VoltDelta’s 411 services that have already gained popularity worldwide. VoltDelta’s 411 services support several 999 service providers in Europe (equivalent to 911 in North America). The new service extends the company’s capabilities to other N11 services like the popular 511 traffic update information.
With VoltDelta’s new call center solution, customers can automate 511 calls with engaging voice self-service. The service helps public to gather travel advisory information on traffic conditions and listen to public transport updates to take alternate routes around construction or congestion. The solution has been implemented in one U.S. state and is in the implementation state in the second state.
“In 2010 VoltDelta answered its 10 billionth call in North America since 2003, and is currently managing more than 2.4 billion calls and 2 billion SMS messages per year as the leading provider of 411-based Directory Assistance,” said Saeger. “This proven ability to scale, combined with VoltDelta’s patent-pending voice recognition technology allows us to provide N11 service with confidence.”
Earlier this year, VoltDelta released a case study on how it helped Dialogic (News - Alert) deploy the infrastructure that could support the type of call center and converged network environment VoltDelta had to offer.
Despite being eager to adopt VoltDelta’s call center solutions, it seemed that each potential client would need a custom installation. According to this Dialogic case study, however, VoltDelta was able work around this problem by creating platforms that focused on a flexible service infrastructure that would be both cost-effective and quick to implement.
Edited by Amanda Ciccatelli