Relationship management company Convergys announced the availability of version 6.5 of its Intervoice (News - Alert) Voice Portal and also the next generation of its Interaction Composer development environment to enhance its suite of intelligent interaction solutions.

 

A key component of the Convergys (News - Alert) Intelligent Self-Service solution, IVP combines intelligent automation with self-service and outbound notification. With this solution, contact centers can give their customers the information they need in a timely manner through the media of their choice - voice, telephony, Web, fax, e-mail, or mobile device, company officials said.

 

The new version of IVP features Visual IVR support. Company officials said that this enhances the power of speech via visual presentation of service options, content, and responses on a mobile phone screen during a voice interaction.

 

In IVP 6.5, additional features include platform improvements such as enhanced hearing-impaired support and robust management and alarm capabilities to meet regulatory and client requirements.

 

And, within the Intelligent Self-Service solution, IVP from Convergys helps contact centers determine their customers’ needs and preferences, and accordingly provide personalized, convenient, and consistent interactions.

 

Along with supporting inbound interactions, IVP can also help in delivering outbound notifications to customers and offer cross-sell and upsell opportunities via phone, text message, or email, company officials said.

 

Moreover to create an intelligent customer interaction, IVR integrates the power of the enterprise-wide policy management capabilities of Convergys Dynamic Decisioning Solution.

 

“Our Intelligent Self-Service Solution transforms an IVR from a closed system to a customer-focused business asset by leveraging the power of intelligent interactions to help drive down operating costs, increase revenue opportunities, and maximize customer satisfaction and loyalty,” Mike Betzer (News - Alert), president for relationship technology management at Convergys, said.

 

Interaction Composer is available with IVP 6.5. It’s an Eclipse-based, integrated development environment for building, deploying, and managing robust interaction applications. Company officials said that IC includes out-of-the box graphical application components and an extensible framework to enable both contact center programmers and IT developers to develop voice and visual interaction applications.

 

The option to translate legacy Intervoice IQTalk applications and render them using IC diagramming and graphical components is available in the newest release of IC. Company officials said that this allows IQTalk applications to leverage VoiceXML (News - Alert) and Visual IVR capabilities.

 

“Everyone benefits from IC. Developers can design user-friendly dialogs in a graphical canvas and palette without having to delve into the details of VoiceXML, Call Control XML, or State Chart XML, and customers can enjoy a consistent and coordinated experience across all channels of interaction,” Graham Allen, director of product development at Convergys, said.