April 29, 2011
Nextcell's Single IVR Streamlines Communications
By Susan J. Campbell, TMCnet Contributing Editor
abTelecom application provider, Nextcell, has effectively launched an advanced technology platform, Single IVR (Interactive Voice Response). With this system in place, corporate, telecom subscribers, automobiles and anyone using the system to connect to multiple IVRs can effectively do so through one platform.
Reported in a Silicon India piece, IVR is used in a number of different environments, including the entertainment industry for televoting on television game shows, pharmaceutical companies for access to different departments, and contract research organizations seeking to conduct clinical trials and manage large volumes of data being generated by these activities.
The Single IVR from Nextcell offers a full range of services, including the ability to offer differential billing for different services so that different departments can carry their share of the financial load. Other features offered with this platform include 3G enabled with video capability, high scalability, speed recognition, text-to-speech and reporting capabilities for understanding the requirements of the customer.
This platform can also be used to help generate higher revenues, with lesser revenue shares to individual IVRs. The Single IVR will also consolidate reports with customer profile to help in understanding the actual interest of the customer. When a company runs a number of different IVR platforms, separate hardware components and excess network usage tend to accompany the design. The Single IVR eliminates this complexity.
IVR technology can also be used in the automobile for drivers seeking hands-free operations. The key to a robust IVR platform is the technology’s ability to intelligently interact with the words spoken by the caller, and to do something with that information.
With the Single IVR platform in place, customers gain the ability to easily configure all of their IVR requirements. This process does not require a separate IVR system for customers, song downloads, caller ringback tones and other value-added services. Instead, all of these offerings can be placed on one platform for customization, management and support.
On the corporate level, this IVR system can re-direct calls to relevant customer service agents where customers can receive better overall support. Such systems have also emerged as powerful alternatives to using call centers where the costs can be significant and are often recurring. The overall IVR platform can easily replace the need for agents, supervisors and even training within the call center team, cutting down on total overhead expenses and time to market with new services.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Rich Steeves
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