IVR

  • Facebook
  • Twitter
  • LinkedIn
  • Youtube
  • RSS
IVR Featured Article

IVR: Intelliverse Unveils Hosted Solutions for Contact Centers

 
January 23, 2012



Cloud-based communications provider for enterprises Intelliverse has announced its hosted solution for contact centers.


The company’s platform integrates interactive voice response (IVR), automated call distribution (ACD) and IP Telephony applications into one solution. Company officials said that this eliminates the need for multiple vendors.

Thanks to a cloud-based platform, contact center agents can operate in any office in any part of the world. Moreover, this reduces capital expenditures and also IT and maintenance costs.

"Our solution enables companies to achieve greater results with their customer care strategy by reducing operational costs and maximizing profitability,” said Kevin M. Moran (News - Alert), president and CEO at Intelliverse, adding that by providing quick, accurate information and routing calls to live agents in the call center when needed, the company is able to improve the call center's productivity.

“Top it off with a robust, on-demand analytics package and we have created a complete communications solution for contact centers,” Moran said.

With Intelliverse’s (News - Alert) solution, companies of all sizes can now offer enterprise-class customer service without the costs of an on-site solution. The company’s cloud-based solutions for contact centers enable users to leverage top resources around the globe, and bridge contact centers and remote agents anywhere in the world with a cloud-based queue.

Additional benefits of the solutions include the ability to use agents and network to automatically accommodate overflow, seasonal spikes or unexpected fluctuations in call volume; ability to connect to agents from alternate offices or even a home office when travel to the contact center is impossible; ability to capture insight into customer desires, behaviors and pain points; and more.

Since the platform is scalable and flexible, calls can be directed according to customer need and the most cost-effective agent arrangement. Company officials said that web-based reporting is available in real-time.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with TMC’s ITEXPO East 2012taking place Jan. 31-Feb. 3 2012, in Miami, FL. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.


Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Tammy Wolf

Spotlight

Learn More About the IVR Playbook

Featured Whitepapers

Driving Performance with Embedded Business Intelligence Analytics

Driving Performance with Embedded Business Intelligence Analytics
Download this white paper and see how BI analytics can help you turn customer data into a competitive advantage.

Migrating Legacy End of Life IVR

Migrating Legacy End of Life IVR
Download this white paper to learn how migrating a legacy IVR can improve your customer retention strategy.

Self-Service Performance Analytics Creates Greater Customer Engagement

Self-Service Performance Analytics Creates Greater Customer Engagement
Business intelligence increases customer loyalty and reduces costs. Learn more in this new Genesys white paper.

Product Showcase

Genesys Cloud IVR Solution

The Genesys Cloud IVR Self-Service offering provides business owners 100% control of their self-service applications through our award-winning on-demand platform.

Set your company apart from the competition by:
- Designing a customer-centric inbound IVR experience

Learn More About the IVR Playbook


IVR Featured Articles
| Industry News | Resources | RSS Feeds
Technology Marketing Corp. 1997-2014 Copyright. | Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact Us |