Interactive Voice and Video Response
As the number of video-enabled mobile and IP phones increases, the demand grows for video-enabled call center applications, but opportunities are often wasted because most call centers cannot support video with their current technologies.
Interactive voice and video response (IVVR) systems These systems allow call centers to incorporate multimedia presentations, such as product demonstrations, instructional videos, video menus, account history reports, flight information, location maps, and more to a customer’s cellular or IP phone while he is interacting with a self-service system or live agent.
Product: CosmoCall Universe
Delivery method: On-premises or third-party hosted.
Pricing: CosmoCall Universe’s on-premises IVVR option is $4,500 per port, third-party service providers usually charge either by minutes of use, or by a monthly per-port amount.
Functionality: CosmoCall Universe is an all-in-one, XML-based contact center suite that supports telephone, email, voicemail, Web chat, voice and video collaboration applications with automatic call distribution, IVR/IVVR, CTI, administration, reporting, recording, and predictive dialing. The CosmoCall Universe suite includes Cosmo Designer, a graphic user interface service creation tool.
Business benefits: Reduced costs through increased self-service; a higher customer perception of the level of service; and new revenue-generating opportunities through on-hold video advertising.
Contact: CosmoCom at 1-631-940-4200; www.cosmocom.com.
Product: Cisco TelePresence Virtual Agent
Delivery method: installed software and hardware.
Pricing: Varies by existing infrastructure.
Functionality: TelePresence Virtual Agent integrates the single-screen Cisco TelePresence 1000 with Cisco Unified Contact Center Express. The solution supports customer interactions across locations, such as branch offices or retail outlets, so highly trained personnel can interact with customers across geographies without the need for extensive travel.
Business benefits: Cisco TelePresence Virtual Agent enables companies to interact virtually with customers, providing a true “face” to service
interactions. The collaborative environment supports a more personalized and satisfying experience for the customer, which increases customer
loyalty and repeat business opportunities.
Contact: Cisco Systems at 1-800-553-6387; www.cisco.com/telepresence.
Product: Envox Communications Development Platform 7
Delivery method: Hosted or on-premises.
Pricing: Flat fee of $5,000 per seat and $575 per port.
Functionality: Envox 7 is a multimodal development platform for voice self-service, contact center, unified communications, and carrier services applications. It empowers developers to deploy IVR and IVVR systems, outbound dialing, intelligent routing, CTI screen pop, video conferencing, video call recording, voicemail, IP telephony, video messaging, SMS, fax, and email. It includes the Envox Studio graphical programming environment; the Envox Communications Server, a VoiceXML gateway and run-time environment; the Envox Console graphical interface; and the Envox Domain Server dynamic license management utility.
Business benefits: Envox 7 provides comprehensive support for traditional voice communications and IP communications solutions on a single platform that supports VoiceXML, CCXML, and MRCP. It can cut the time, cost, and complexity of deploying voice and IP communications solutions in half.
Contact: Envox Worldwide at 1-508-898-2600; www.envox.com.