White Papers
- Increasing Revenue for Banks through Personalized, Predictive Phone Self-Service
For today’s banks, personalization is proving to be the lynchpin for improving the caller experience, raising customer satisfaction and bringing more calls to a successful conclusion in phone self-service. In this paper, you’ll learn about the ways the VoiceObjects phone application server software can:
- Deliver a personalized service that delights customers
- Drive adoption to save millions in call center costs
- Generate millions of dollars in new revenues through cross-sell and up-sell programs.
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- Personalized Phone Self-Service: New Opportunities for Customer Service
This paper discusses the impact of a self-service phone portal that offers a personalized menus, prompts, and offers for each caller and how VoiceObjects technology can make it easier for companies to implement next generation caller experiences.
- Telephone contact with the customer remains indispensable – and must be improved
- Standardization smoothes the way to increased efficiency
- Personalization is critical to successful automated customer contact by phone
- Selecting the right services for automation can make all the difference
- Phone application servers form the basis of effective implementation and operation
- Transparency through analysis and reporting – the basis of continual quality improvement
- Get a short ROI for your improvements — and beat your competition
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- Opus Research Study: Analytics and Reporting for Phone-Based Self-Service
This white paper written by Opus Research offers valueable insights on leading solutions that support analytics and the refinement of self-service applications. The findings include:
- Pre-defined reporting and analytics in real-time.
- How your analytics databases and reports can automatically adjust to self-service phone application changes.
- Out-of-the-box business intelligence with BI tools from Business Objects and MicroStrategy.
- Eliminating the ETL process (Extract, Transform, Load).
- Intelligent data sampling to control database growth.
- A comparison of speech platform provider solutions including Cisco Unified Customer Voice Platform Reporting, Nuance and ClickFox: Consumer Insight, Vicorp xMP Reporter, and VoiceObjects Analyzer.
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- Personalizing phone self-service by Datamonitor
This white paper discusses the importance of personalizing phone self-service applications in today’s challenging business environment. It will help readers:
- Understand the broad-level trends that are helping shape the IVR market;
- Learn of the implications that arise from poor caller experiences and identify the requirements needed to improve self-service performance;
- Analyze the importance of personalized phone self-service systems in a high impact business environment;
- Gain insight into VoiceObjects’ approach to IVR personalization.
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- Doubling Your Productivity When Maintaining Self-Service Phone Portals
A Productivity Study Prepared by Dr. Ingo Bors
In the realm of software development, businesses have rightly paid attention to, and profited from, personalized self-service systems and optimized application change management. Companies have not paid nearly enough attention, however, to these concepts in the context of phone portal development – and just at the critical moment when consumers are encountering self-service phone portals based on VoiceXML technology. Even though companies can now benefit from sophisticated VoiceXML-based phone self-service applications written by Java programmers, they nevertheless lack an environment in which to create scalable, personalized phone applications that are easy to maintain. And those same companies adopting VoiceXML today often do not predict the high cost of maintenance associated with the increased complexity of their phone portals.
- The Case for VoiceXML IVRs and Phone Application Servers
The advantages of using VoiceXML to build automated phone systems are becoming well known and are quickly driving the mass adoption of VoiceXML-driven IVRs. By combining VoiceXML with a Phone Application Server, phone application developers are now able to create dynamic IVR experience for each customer and provide high availability, scalability for thousands or millions of transactions, plus an environment to easily make changes to the IVR system.
- VoiceObjects Product Impact Study by Opus Research
The July 2006 release of VoiceObjects 6, coupled with the company’s re-location to California, marks a significant product and market shift that will influence how enterprises and service providers can implement and manage self-service phone applications – from touch-tone or speech to multimodal voice, video and text-based applications. VoiceObjects uses a true application server architecture. By separating application development from application execution and management, VoiceObjects enables both the voice and web tool community to better support large and complex CAT deployments.
- SAP NetWeaver® Voice IDE
This paper describes a novel approach to model-driven development of voice-enabled applications in SAP NetWeaver®. These applications allow callers to interact with SAP business software via telephone. By extending SAP NetWeaver® Visual Composer, it is possible to create voice-enabled applications by simple drag and drop. These applications are deployed to VoiceObjects Server and are immediately ready for use.
Product Briefs
- VoiceObjects 7 - Personalized Self-Service Phone Portals
PDF, 925KB
