CosmoCom, the contact centre on demand company, and VoiceGenie, the world`s leading provider of VoiceXML platforms and open communications solutions for next-generation customer care, have partnered to deliver the first combination of speech applications in an all-IP universal access contact centre system.
The consequence is improved customer satisfaction, reduced costs and new revenue opportunities in contact centres.
Both companies` solutions are distributed, implemented and supported in South Africa by Intelleca. This means existing and potential customers of either company`s solutions can obtain both from one solution provider, along with associated consulting, implementation and support.
"VoiceGenie`s open standards-based solutions have found ready application in South Africa," says Michael Renzon, MD of Intelleca. "Every day thousands of South Africans receive flight information, telephone banking self-service, healthcare information, election and voting information, and technical support using VoiceGenie. We fully expect the same success with CosmoCom that we have enjoyed with VoiceGenie in the local market.
"This should be doubly true, given our new ability to offer the two products as an integrated solution," adds Renzon.
In a service provision environment, VoiceGenie Media Platform delivers speech-enabled applications alongside CosmoCall`s Universe. Both technologies are leaders in their respective fields in the use of voice over IP for the delivery of their solution.
"This is a fundamental way for service providers to differentiate themselves in a highly competitive market by delivering compelling content and services to their customers beyond basic customer care," says Freddy Motsepe, business manager: contact centre on demand at Intelleca. "For example, a managed service solution can provide the service provider`s enterprise customers with speech based auto-attendant directory assistance for company employees, systems for national branch call steering, or emergency response systems."
In addition, by incorporating VoiceGenie speech recognition technologies with CosmoCall Universe for Enterprise Call Centres, call automation is improved which raises the level of caller satisfaction and enhances ROI. Greater self-service automation rates improve savings and reduce hold queue times, leading to better overall service. Relieved of tedious and repetitive requests, contact centre agents can function more efficiently, free to devote their time to higher value tasks.
The combination of VoiceGenie and CosmoCom:
* Enables mature solutions, field-proven globally;
* Offers unified functions, location-independent contact channels;
* Integrates easily with CRM;
* Is highly scalable;
* Has carrier-class reliability and availability;
* Is hostable, with multi-tenant design;
* Offers enhanced customer satisfaction through reduced call times;
* Reduces transaction costs through increased self-service automation rates;
* Presents new revenue opportunities through enhanced services; and
* Enables 24/7 self-service with anytime/anywhere access.
"The partnership between CosmoCom and VoiceGenie represents a fundamental stage in the evolution of customer interaction," notes Motsepe. "It poses a significant opportunity for forward-thinking organisations to boost customer service and enhance revenues."
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