Voice applications give your
customers access to your services using what is still the most widely-used
communications technology: the telephone. It's all about improving
customer service and productivity.
Nowadays, we call it customer relationship management, but the
facts are the same as they have always been:
- It's five times more expensive to gain a customer than to
keep a customer.
- 95% of all dissatisfied customers will do business with you again, if you
resolve their complaint quickly.
- On average, unhappy customers tell 25 people; happy customers
tell five.
- Customers now expect consistently high levels of service, at times
that suit them not you, for all their business needs.
Voice applications can help you deal with customer relationship
management issues by:
- Offering your services 24 hours a day, seven days a week, instead
of 9 to 5, five days a week.
- Screening customers' needs and routing them, either to an
automated voice response service or to a human agent, depending on
why they called.
- Reducing queues by dealing with simple enquiries where an agent
may not be needed. This also frees agents to deal with the more complicated
queries that differentiate the quality of your customer services.
Blueworx Voice Response is
proven technology:
- It has been used throughout the industry for over 10 years.
- Over 250,000 ports have been sold worldwide to more than 500 customers.
- It's scalable from four to more than 1000 ports.
- It has been tested and approved for attachment to telephone networks
and PABX switches worldwide.
- It conforms to industry standards
- It offers you a choice of the Windows or AIX platforms.
Blueworx Voice Response allows
you to move your platforms to the latest industry application programming
environments and infrastructures, such as:
- Voice Portal programming, using WebSphere Portal Server and WebSphere
Voice Application Access (WVAA), to generate VoiceXML dialogs for
the platform.
- CCXML and VoiceXML applications hosted on a Web server
- Java applications