As Moira Dorsey from Forrester wrote "Phone Self-service needs a makeover." Our recent consumer survey of over 10,000 consumers confirmed this fact.
The survey revealed that 92% felt frustrated when interacting with an automated phone system and that the most common response to this frustration is to exit an automated phone application by choosing an option to speak with a live agent or to simply hang up. 62% percent of the respondents also reported bypassing automated phone applications more than half of the time, and more than half of the respondents were frustrated by automated phone applications that didn't offer a menu choice appropriate to their needs.
Notwithstanding this dissatisfaction, 69% of respondents would prefer to interact with an automated phone application than with a call center agent in a foreign country.
Finally, 77% percent of respondents said they would prefer to interact with personalized phone applications that retain and use data from callers' previous interactions or present callers with personalized menu choices.
At VoiceObjects, we strive for excellence in the automated phone system experience. With our new phone application server, VoiceObjects 6, our customers can deploy and maintain personalized phone applications that have higher adoption rates with higher levels of customer satisfaction.
Regards,
Beatriz Infante, President & CEO, VoiceObjects
VoiceObjects Releases World’s First Phone Application Server
In July 2006, VoiceObjects announced the general availability of VoiceObjects Server, the world’s first phone application server. VoiceObjects Server is a member of the VoiceObjects 6 family of products, which enables enterprises and telecommunications carriers to deploy, manage and analyze over-the-phone self-service applications. VoiceObjects 6 features per-caller personalization, an application execution environment, Web services support, multimodal application support, and drill-down application analytics. Enterprise and Network Editions of VoiceObjects Server are available, and pricing begins at $500 per port.
VoiceObjects Closes $10.8 Million Financing; Adds Veteran Executives to Management Team
VoiceObjects closed a $10.8 million venture capital financing. The funds were provided by existing investors Telesoft Partners, Wellington Partners, SAP Ventures, Deutsche Telekom’s T-Venture and Enjoyventure. The company also announced that industry veterans Bonnie Crater and Kendra Borrego have joined as senior vice president of marketing and chief financial officer, respectively.
Date: Sept 7, 2006
Location: Köln, Hotel, Wasserturm
CallCenter World 2007
Date: Feb 27 – March 1, 2007
Location: Estrel Convention Center, Berlin, Germany
