A provider of hosted and managed contact center technology services and voice recognition automation for contact centers and telecommunication providers has a new tool designed to improve customer satisfaction while optimizing agent availability.
”DeltaCallme” automated service answers peak-period or off-hour calls using interactive voice recognition software and SMS confirmation to assist callers. The technology also schedules callbacks and SMS reminders, as well as offers appointment reminders, need for servicing, repeat orders and other customer care services via automation, the company said.
The service offers callers a level of comfort that “someone” is listening and is accountable, VoltDelta (News
When a call is place, a voice prompts greets callers with a suggestion that they can receive a pre-schedule call back from an agent at their convenience. DeltaCallme then collects caller information for a specific date and time that suits their needs. Callers can also accept an SMS message with appointment details. The results can then be sent to an integrated CRM or agent system, or stored for manual review, the company said.
Its services like this that will help propel the industry. A recent study from market research firm Datamonitor found
that hosted call center solutions are expected to gain a significant foothold in the industry this year.
According to the report, hosted model, such as the ones VoltDelta provides, allows for centralized management of the call center network and helps enterprises realize efficiencies in costs and personnel, while also improving the customer experience.
VoltDelta recently made headlines when Telecommunications Services of Trinidad and Tobago announced
it replaced its operator services platform with VoltDelta’s OASIS
call center solution in order to deliver improved operator service. TSTT offers fixed line and mobile communications, broadband Internet access, lease lines and data services.
The SIP-based platform, which has been deployed at the service provider’s call center in Port of Spain, supports a wide range of toll and operator assisted services, including person-to-person and station-to-station connection; advice of call charge and duration; collect calls; alarm calls; and international call assistance.
VoltDelta is a platinum sponsor of Technology Marketing Corporation’s upcoming ITEXPO West 2009 conference, which takes place Sept. 1 to 3 at the Los Angeles Convention Center.
Amy Tierney is a Web editor for TMCnet, covering unified communications, telepresence, IP communications industry trends and mobile technologies. To read more of Amy's articles, please visit her columnist page.
Edited by Michael Dinan