When it comes to hosted call center solutions, there’s a multitude of vendors and solutions to choose from.
And while there is a broad range of criteria to consider when “right-sizing” a call center solution to meet your company’s needs, does it not also make sense to go with a vendor with an established track record and a solution that has proven itself over and over again, throughout the years?
Hosted call center solutions provider VoltDelta’s (News - Alert) DeltaTouch platform has been around the block and then some. The underlying switching and routing capabilities of this software-based solution have been hard at work in the directory assistance industry for nearly a decade. In fact earlier this year VoltDelta announced that its platform had reached a significant milestone: More than 10 billion calls handled. Impressively, VoltDelta achieved this milestone while providing 99.999 percent reliability.
VoltDelta’s platform uses directed dialogue speech recognition technology that is quick, proven, accurate and readily deployable. Most importantly it is simple for callers to use, making it suitable for applications such as DA.
While the majority of the 10-billion-plus calls (and growing) were handled in DA centers, a substantial number of these calls were also handled in call centers. VoltDelta’s highly accurate IVR software engages end users with speech recognition, then completes the calls or transfers them to call center agents via VoltDelta’s VoIP-enabled call distribution and management infrastructure.
The DeltaTouch platform also offers call and agent screen recording and SMS messaging to optimize performance with cost effective service. Notable benefits include exceptionally accurate voice self service with reduced tuning, more seamless automation to agent transfers, and the ability to capture the “Voice of the Customer” with call and agent screen recording, all provided in a Software as a Service model.
VoltDelta says most major carriers and a growing number of customer care organizations use its hosted multichannel platform also to manage calls for distributed call centers, enable home agents and deliver SMS confirmations in addition to speech-enabled applications. VoltDelta’s platform currently supports more than 2.4 billion calls and 2 billion SMS text messages per year.
So when you’re shopping around for a hosted call center solution that it’s also good to consider reliability. Ask the vendor and ask yourself: “Has this solution proven itself in the field? Is it what most industry people would consider ‘battle-hardened?’” With more than 10 billion calls handled, VoltDelta’s DeltaTouch platform is a safe bet.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard