Call Center Solutions Featured Article

VoicePort, a provider of call center solutions including advanced speech recognition systems and customer-service applications for the newspaper and pharmaceutical industries, announced the launch of a new cloud-based interactive voice recognition service (IVR).

By combining VoicePort's proven CircPort automated IVR services with advanced SIP telecommunications, the new call center solution enables newspapers to provide automated customer-service support to subscribers with an all-inclusive cost-effective hosting solution.

An important feature of the new service is the provisioning of toll free telephone calls into the IVR and any required transfer calls either to the newspaper or to a third party call center, via a SIP refer process, requiring only a single call leg.

"As our newspaper clients continue to look at cost reductions in their operation and capital expense, this new cloud-based solution is viewed as a very attractive solution," said Christopher Mann, president and CEO of VoicePort, in a statement.

According to VoicePort officials, the new service reduces telecom costs and ensures that calls are transferred anywhere the newspaper requires. It also improves containment. The cloud based service also allows a newspaper company to maximize IVR containment further reducing third party call center costs.

The fully cloud-based call center solution can be deployed quickly and scaled to meet the growing needs of contact centers. It reduces IT maintenance, support and facility costs by eliminating the need for multiple premise devices. The solution easily adapts to exiting business communications solutions from leading vendors.

The Session Initiation Protocol (News - Alert) (SIP)-based solution can be deployed regardless of the PBX utilized either at the newspaper or a third party call center, according to company officials.

"In providing this cloud-based solution we are now able to offer our clients the proven CircPort Speech IVR solution with unmatched call containment rates," Mann said. "Our newspaper clients typically see containment rates 10 to 20 percent above their traditional touchtone IVRs. Combining this with the SIP-based Telecom it allows a newspaper the ability to reduce its monthly expenses."

A recent TMCnet report finds that IVR is expected to dominate the growth among call center solutions. The report, based on the research from Global Industry Analytics (GIA), says gobal market for IVR systems will reach $2.78 billion by 2017.

Growth for these call center solutions is expected to be the greatest in the U.S., primarily driven by the prominence of outbound IVR, innovative pricing strategies, increasing opportunities in the SMB sector, advancements in technology and the development of open standards, the report said.