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Please select a whitepaper from the list below to read the abstract and view the full whitepaper.

RFP Guide: Choosing a Hosted Voice Self-Service Solution

Contact centers increasingly rely on voice self-service solutions to automate customer service inquiries without compromising caller satisfaction. That's because voice self-service solutions are designed to provide better customer service by shortening wait times and providing callers with 24x7 access to their accounts. Plus, they help customer service organizations lower contact center costs by reducing the need for customer service agents.

Our research shows that a growing number of businesses are choosing to purchase voice self-service solution-as-a-service from the hosted service provider instead of deploying the solutions on their own premises. Hosted services accelerate the time to deployment and significantly reduce upfront capital expenditures by wrapping the costs of application development and deployment into a monthly usage fee.

Many of the selection criteria for hosted solutions are the same as those for premises-based counterparts. Yet there are additional factors and capabilities that decision-makers must take into account. To aid in the vendor selection process and ensure that an organization can compare one proposed solution to another, most organizations issue a "Request for Proposal" (RFP) and carry out a thorough evaluation of vendors and their proposed solutions. The RFP process is a critical step in deploying a hosted voice self-service solution that will ensure that the organization selects a vendor and solution that satisfies both the technical and business requirements. This document serves as a guide through the process of drafting a RFP to solicit bids from vendors of voice self-service platforms offered "on-demand" or as services provided by third-parties.

Click here to download the complete white paper.

Envox Worldwide Applications Directory

Interactive voice response (IVR) is a powerful tool for improving phone-based communications. The technology bridges telephony and data systems to automatically answer questions, collect and store information, process transactions and intelligently route calls. Organizations across the globe have employed Envox IVR solutions to improve customer service operations, delight callers, reduce expenses and create new revenue opportunities. This whitepaper will provide you with examples by industry of how IVR is being used to make a difference in each of these areas.

Click here to download the complete white paper.

Quantifying the Impact of CTI on the Enterprise

Computer telephony integration (CTI) technology, which synchronizes and blends telephone and computer interactions, has been around since the 1970s. While CTI offers a business many different benefits, the major users of CTI technology are call centers that utilize CTI to reduce call handling time and improve their efficiency. Advances such as VoIP and standard software interfaces, such as SIP and Web services, for both PBXs and enterprise applications have made CI more affordable and more practical than ever before. Now even a contact center with fewer than twenty agents can realize the benefits of a CTI application. This whitepaper will explain the benefits of CTI and how to quantify the savings in your contact center.

Click here to download the complete white paper.

RFP Guide: Choosing a Voice Self-Service Solution for your Contact Center

Today’s voice self-service solutions are complex systems, in that they combine hardware and software components which are integrated with call processing, database processing other systems in the IT infrastructure, most commonly customer relationship management (CRM), order processing, billing, and scheduling applications. Needless to say, no two systems are exactly alike.

To aid in the vendor selection process and ensure that an organization can compare one proposed solution to another, most organizations issue a "Request for Proposal" (RFP) and undergo a thorough evaluation of vendors and their proposed solutions. The RFP process is a critical step in deploying a voice self-service solution that will ensure that the organization selects a vendor and solution that satisfies both the technical and business requirements.

This document serves as a guide through the process of drafting a RFP to solicit bids from vendors of premises-based, voice self-service platforms.

Click here to download the complete white paper.

Assessing the Value of Speech Enabled IVR

It's apparent to most anyone who calls toll-free numbers today that speech recognition is becoming a mainstream feature of interactive voice response (IVR) systems. Clearly, this technology works and is paying off for many companies and government organizations. But like any technology, speech recognition may not be a good choice in all circumstances. What are its benefits, and just as importantly, its limitations? How can you come up with hard numbers that quantify its potential value for your organization?

This paper provides a simple roadmap for evaluating the impact of speech recognition technology on your organization and establishing a successful application strategy. First, you have to understand what speech-enabled can and can't do. Then you can categorize the phone transactions handled by your organization and determine which of them could be automated using speech. Next, estimate the actual automation rates (in other words, taking caller cooperation into account) and calculate the expected impact on the bottom line. Finally, consider the soft benefits of speech-enabled from a marketing and customer-service perspective.

Click here to download the complete white paper.

Hosted IVR & Contact Center Solutions – The Compelling Case for Adoption

The increase in VoIP technology adoption is having an interesting impact on hosted IVR and contact center solutions and their providers. Like their enterprise counterparts, hosted service providers are adopting VoIP quickly, and there are more hosted IP-based services than ever before. This is good news for enterprises because hosted IVR and contact center services provide a number of advantages over on-premise solutions, especially for small and medium-sized businesses.

Click here to download the complete white paper.

Selecting the Right IVR Platform for Your Business – Open Standards vs. Traditional IVR

Open standards technology is changing the interactive voice response (IVR) landscape. For over 20 years, proprietary IVR systems were the 'tried and true' phone-based automation, routing and service enablement application and accounted for the vast majority of IVR deployments in the market. But in recent years, as business needs have outgrown the constraints of rigid, legacy TDM-based telephony architectures - the native environments for traditional IVR systems - organizations have begun to move to more flexible Web services deployment models that favor open standards-based platforms. Today, organizations are replacing traditional IVR systems with next generation IVR platforms based on open standards technology to complement their migration to a Web-centric architecture in addition to leveraging the many benefits that these platforms offer.

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Speech-Enabled Voice Solutions - Best Practices for Voice User Interface Design

If you read newspapers and magazines, browse the Web, or watch television, it should be obvious that the world has lost patience with self-service solutions with poorly designed voice user interfaces. Evangelists like Paul English of gethuman.com and advertisements such as those from Citigroup have capitalized on these strong reactions and have added to the uproar over the ineffectiveness of many deployed speech-enabled self-service solutions. No contact center manager wants to be named the next poster child for the "worst self-service" ever. But you need automation to handle growing call volumes and to provide 24 hour access to information and services. The key to success is a great voice user interface (VUI). These best practices for VUI design will eliminate much of what makes the voice user interface development process seem scary and difficult.

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The Benefits of IP IVRs

While the primary motivation for switching to VoIP is usually cost cutting, savvy organizations are realizing that increased contact center efficiency and improved customer service levels can dwarf the initial cost savings realized from converged voice and data networks.

Our latest white paper, The Benefits of IP IVRs, demonstrates how to simplify network management, optimize contact center efficiency, and improve customer service.

Click here to download the complete white paper.