) Enterprise Services and Solutions, which offers hosted directory assistance and call center solutions, received a Best of Show award for Best Service Provider Solution during Technology Marketing Corporation’s INTERNET TELEPHONY Conference and EXPO East 2009, held Feb. 2-4 in Miami.
Specifically the company was recognized for an automated survey product that utilizes speech recognition along with unique skills-based call routing to agent desktops, as well as call profiling for pre- and in-queue announcements. The solution, which was exhibited on the show floor, is part of VoltDelta’s comprehensive suite of solutions for contact centers and directory assistance services.
VoltDelta has been providing systems and integration services for the directory assistance industry for more than 30 years. Although directory assistance has always been the company’s bread and butter (major carriers like AT&T (News
) use its technology to automate their DA services), over the years it has branched out to offer mobility and telecom solutions, data and media services, hosted contact center solutions and IT outsourcing.
“In these challenging times, organizations must ensure that their investments in technology deliver a competitive edge, work to retain existing customers, and provide operational efficiency,” said Terry Saeger, senior vice president and general manager of VoltDelta’s Enterprise Services and Solutions division, in a release
. “This award highlights the exceptional level of customer satisfaction and cost savings that could be achieved when profiles built or empirical observations, voice recognition automation, and agent support seamlessly work together from a single hosting and managed service provider such as VoltDelta”.
VoltDelta’s technology partners include Nuance, Dialogic, Envox (News
), and Apptera. All of its hosted contact center solutions are delivered via its private, managed, global IP network. As such, these solutions offer full SIP functionality, including seamless linking of multiple contact centers and home agent support.
VoltDelta offers the most advanced switching technology on the market today. Its hosted contact center offering includes a fully hosted ACD delivering intelligent routing based on desired business rules; multi-modal messaging; and inbound/outbound IVR with advanced speech recognition capabilities. The platform can be integrated with a variety of back end systems and databases (it includes complete CTI (News
) for access to customer data sources) as well as different transport options. What’s more, the platform offers rich development feature sets making it easier for companies to deploy their own speech solutions.
Pricing is by the agent/minute and there is no need to buy additional hardware or software. Best of all the system is completely scalable, which means if you experience sudden spikes in volume, VoltDelta has the computing resources to handle the extra load.
VoltDelta last made news on TMCnet when it announced
that its subsidiary, LSSiDATA
, a provider of telephony-sourced national databases of telephone listings, had introduced a new real-time delivery service called CallMatch. With this new service, contact centers can improve call routing by viewing names, addresses, credit scores, home renter/owners, home values and other profile data for given Automatic Number Identification (ANI).
VoltDelta Enterprise Services and Solutions is a division of Volt Delta Resources, LLC, which in turn is a wholly-owned subsidiary of Volt Information Sciences, Inc. For more information, visit http://www.voltdelta.com/
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard