Hosted Speech Solutions
BUSINESS PROBLEM: Your dual-tone multifrequency solution just isn’t cutting it anymore. It’s time to move to speech. But implementing an interactive voice response system can be expensive.
TECHNOLOGY SOLUTION Hosted Speech Solutions
Because the vendor hosts and maintains the solutions, there’s significantly less overhead and risk involved for the enterprise customer. Consequently, return on investment is much more rapid.
Product: Intervoice’s Hosted Voice Portal Solutions
Pricing: $100 to $300 monthly per speech-enabled IVR port.
Functionality: A full-feature voice portal service that transforms software into an on-demand service. Going beyond traditional IVR, the solution includes standard call processing, speech and data emulation capabilities with features like enhanced security services, 24/7/365 monitoring of the core processes and application from the callers’ perspectives; and continual application performance enhancement to increase call resolution rates.
Business Benefits: A complete voice portal solution scaling from 200 to 20,000 voice channels, it is designed to resolve calls in the IVR. Leveraging its Global Consulting Services organization, Intervoice builds the return on investment through regular application and customer experience optimization.
Contact: 1-888-665-5777; www.intervoice.com.
Product: Message Technologies’ AssuredVoice
Pricing: Specific rate models for each new customer depending on volumes, call peaks, call flows, use of resources (e.g., speech, biometrics, analytics, etc.), containment ratios, contract terms, and many other factors. Per-minutes rates range from 3 cents to 25 cents depending on all these factors.
Functionality: MTI handles every part of the IVR spectrum: application design and development, inbound and outbound call hosting, trunk and platform provisioning, monitoring and call analytics, physical and logical security, collocation, and live agent services. The company’s Professional Services Group routinely engages in turnkey speech application design and development.
Business Benefits: Customers pay just for the capacity and capabilities they need. There is minimal up-front investment and no redundant unused capacity. Additionally, MTI provides best-of-breed platforms from Genesys Telecommunications Laboratories, Nuance Communications, and IBM, delivering 99.99 percent uptime on a fully redundant, highly available infrastructure. MTI provides rapid application development with 24/7 support. Project managers take responsibility for planning, deploying, and managing a customer’s IVR applications for the project life cycle.
Contact: 1-770-240-8035; www.messagetech.com.
Product: Angel.com’s Virtual Call Center
Pricing: Starts at $500 per month, based on call volume.
Functionality: Angel.com provides for the creation, integration, and deployment of business voice applications by offering real-time application management through an easy-to-use, accessible Web interface, Site Builder. The Agent Monitor empowers agents with a 360-degree view of call activity and enables them to manage their own status, such as setting away messages. The Supervisor Monitor provides complete, up-to-the-minute insight into call center metrics to manage activity as it’s happening. Administration through Site Builder provides account-level control of routing calls, running reports, and more.
Business Benefits: Angel.com replaces complex and disparate telephony applications with a comprehensive business voice solution delivered through a state-of-the-art software-as-a-service (SaaS) platform. By delivering call center capabilities on demand, Angel.com dramatically reduces the investment and time required to set up and manage infrastructure.
Contact: 1-888-692-6435; www.angel.com.