Organizations rely on call center solutions to drive efficient operations and low cost customer care. VoltDelta (News - Alert) OnDemand Solutions has announced a new solution to boost customer care through the automation of N11 phone-based services. Callers are now provided with a quick, interactive and highly intuitive voice self-service platform.
VoltDelta has already earned a strong position in the market as a provider of 411 services. The call center solutions provider’s platforms currently support a number of 999 service providers in Europe – the European equivalent of 911 in North America. With this new offering, VoltDelta extends its expertise to other N11 services, such as the popular 511 source for traffic update information.
“VoltDelta’s primary goal with N11 services is to assist budget-challenged states and local governments in delivering enhanced services cost-effectively,” said Terry Saeger, SVP and GM of VoltDelta, in a statement. “VoltDelta’s N11 solutions such as 211 for Community Services, 311 for non-emergency police and government contact, and 511 for traffic assistance are capable of successfully engaging callers with automated intelligence; all without capital investment.”
One larger U.S. state is already relying on VoltDelta to automate 511 calls. Travel advisory information is readily available for callers seeking the latest on traffic conditions, alternative routes around construction areas or congestion due to high traffic flows.
Public transport updates are also readily available when a caller asks questions and interacts with the automated 511 system. A second state is expected to implement the call center solutions platform within the next 12 months.
The VoltDelta N11 call center solutions offering is based on the company’s patent-pending voice recognition technology and offers customers a full range of features to enhance the overall customer experience. Callers are provided instant access to the information they need through easy navigation technology, and quality disambiguation technology ensures confusion is eliminated as topics or points of interest are easily understood.
The personalization feature of the platform ensures it remembers the stretch of road the motorist most recently inquired after to provide more quickly provide targeted traffic updates through this customized call center solutions platform.
“In 2010 VoltDelta answered its 10 billionth call in North America since 2003, and is currently managing more than 2.4 billion calls and 2 billion SMS messages per year as the leading provider of 411-based Directory Assistance,” said Saeger. “This proven ability to scale, combined with VoltDelta’s patent-pending voice recognition technology allows us to provide N11 service with confidence.”
Call center solutions supporting VoltDelta’s N11 offering are available as a cloud-based service. Cities, states and municipalities can access the platform on-demand, removing budget limiting issues and excessive deployment costs. No capital investment or software purchase is required.
Edited by Amanda Ciccatelli
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