Cologne, January 12, 2005: VoiceObjects AG, provider of the world’s leading Voice Application Management System (VAMS), will be attending this year’s Call Center World convention from 22 - 23 February in Berlin as one of the event’s main sponsors. VoiceObjects will be unveiling its new software suite, aimed primarily at call centers and managed service providers, enabling them to operate existing services more efficiently with server-based voice applications. The software also greatly simplifies the development and implementation of complex self-service applications, extending far beyond simple information services.
The world’s only voice application server
VoiceObjects software solutions are based on the VoiceObjects Server, currently the only true voice application server on the market. VoiceObjects is the only company today which offers a future-proof solution designed to support the voice applications of tomorrow. Just as nowadays companies would never dream of creating professional websites without a web application server or content management system, the idea of voice services without a server-based voice application management system will soon be equally unthinkable. Successful deployments of the VoiceObjects server-based architecture have already demonstrated that voice automation improves both service levels and customer satisfaction, at the same time reducing costs. User-friendly dialogues guide the customer through dynamic, personalized voice services. Increased self-service relieves call center agents from routine tasks.
VoiceObjects simplifies the implementation of custom voice applications, as well as lowering the cost of maintaining and updating content and services. The flexibility, scalability and efficient management provided by VoiceObjects systems are all vital for the success of voice-driven business. For example, the resource usage of a distributed system can be monitored centrally and additional resources can be allocated when required. For optimal customer service, voice applications must also be integrated with CRM, ERP and other systems: the VoiceObjects server-based architecture maximises such connectivity.
VoiceObjects view of Call Center trends in 2005
Automation still on the agenda
“As in 2004, this year the call center market will again experience an increasing tendency towards automating call centre services. Numerous new information, booking, ordering and banking systems have shown companies and public agencies alike that telephone self-service reduces call center costs and improves quality at the same time”, says Christoph Sieberz, VoiceObjects Chief Marketing Officer. “Instead of blindly following this trend, decision-makers should first consider what they really want. 2005 is the time to choose the right system architecture for voice services. Across the board in IT, the trend is clearly moving towards servers. They provide the flexibility and scalability needed for voice applications, and they facilitate both integration and central administration. The end result is self-service that is more customer-friendly, more economical and future-proof”, adds Sieberz.
Contact center service providers should react appropriately
According to Karl-Heinz Land, CEO of VoiceObjects AG, “Contact center service providers too should react appropriately to the trend towards automation. Instead of seeing automated voice services as competition, they should look for strategies to harness the benefits for their own business. In fact, what we might call a ‘computerized colleague’ can actually reduce costs in core business areas and relieve agents from routine enquiries. This allows valuable agent time to be put to better use in higher-quality services and individual customer support. With their know-how and market position, contact center service providers are well placed to offer telephone self-service to third parties in cases where agents would be too costly. In conjunction with voice portal hosting companies such as Deutsche Telekom’s T-Com, they can tap into a fresh customer base and develop a whole new revenue stream as a voice application service provider.”
