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Voxeo Whitepapers9 Critical Capabilities to Demand from your IVR Cloud Hosting ProviderContact centers are faced with the conflicting customer support goals of improving customer retention and loyalty while lowering operational costs. Cloud hosting offers quick startup, instant access to new features as they become available, on-demand scalability, affordable disaster recovery options and significantly reduced capital outlay. We've compiled a list of nine important characteristics to look for in an IVR cloud hosting provider. Prophecy Hosting: Hosted IVR and VoIP ServicesFor decades, the deployment of proprietary IVR systems and telephony in general has been difficult, complex, and time consuming. Since 1999 Voxeo has been dedicated to making communications easier through the implementation of open standard XML-based systems and services. Voxeo is today the largest worldwide provider of standards-based IVR Hosting with data centers throughout the U.S., Europe, and Asia. The patented architecture not only delivers proven performance and scalability, but also provides customers a single global platform with a virtualized view of their multi-site and multi-tenant solutions. This whitepaper explains Voxeo's Prophecy Hosting services, architecture and infrastructure. Migrating Legacy Applications to VoiceXML with VoxeoMany enterprises and voice application providers are facing IVR platform end-of-life. With most vendors offering dialog design tools that lock customers into their own platform, platform end-of-life usually means application end-of-life too. VoiceXML is now a mature and well-adopted standard in the telephony and IVR industry and the top target format for voice application migration today. But what is the best way to move your proprietary legacy applications to VoiceXML? And more importantly, how do you ensure you won't be locked in again? Learn how Voxeo can help. The Ins and Outs of Outbound IVRDatamonitor predicts the market for hosted Outbound Interactive Voice Response (IVR) services in North America alone will more than double from an estimated $213 million in 2008 to $524 million by 2013. Outbound IVR offers companies the ability to provide proactive customer service, deliver important notifications, expedite collections and more. In order to put the advantages of Outbound IVR to work for you, it is important to understand the intricacies of successful outbound calling, how it differs from your Inbound IVR solutions, and the importance of delivering a cohesive customer experience. This whitepaper will explore the business case for Outbound IVR and the critical success factors you need to know about before getting started. Unified Self-Service: Delivering on the Value of Multi-channel Customer InteractionsConsumer expectations for speed, convenience and on-demand information have skyrocketed. While speech and touch-tone driven self-service phone portals are now commonplace, few companies have adapted their communication and support strategies to take advantage of the widespread adoption of additional interaction channels such as SMS, IM, video, the mobile web, and even social networks like Twitter. Learn how your company can enhance service, lower costs and increase revenue by expanding the ways in which you communicate with your customers. Slashing Costs and Improving Customer Care in Financial InstitutionsToday's banks face both unprecedented challenges and opportunities. With deregulation, mergers, and acquisitions, the subprime mortgage crisis, as well as the rise of consumer mobility, the financial services and banking landscape has changed significantly, setting new revenue and cost-saving expectations in the sector. Financial institutions understand the importance of automation and its role in increasing customer satisfaction and reducing costs. Still, many institutions are not taking advantage of the capabilities enabled by standards-based Interactive Voice Response and customer interaction solutions. This whitepaper describes the functionality of modern customer care offerings, including the advantages offered by hosted alternatives. CCXML and the Power of Standards-based Call ControlAdvanced call control functionality enables companies to more efficiently and effectively communicate with customers, employees and partners. Capabilities such as conferencing, outbound calling, intelligent call routing, and call center integration are important components of a company's Interactive Voice Response (IVR) and contact center solution. The challenge is integrating these capabilities without introducing unwanted complexity and cost. Learn how CCXML can help. VoiceObjects Analyzer Report SamplesVoiceObjects Analyzer is a service analysis environment enabling instant reporting on key business, operational, and application design questions. In addition to enabling users to create custom reports, VoiceObjects Analyzer delivers over 50 out-of-the-box reports providing valuable insight into the usage and acceptance of application services by leveraging the power of common business intelligence frameworks such as SAP BusinessObjects, IBM Cognos, and MicroStrategy. This whitepaper provides 10 report examples that highlight the analytical capabilities of VoiceObjects Analyzer. Learn more about:
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