Voxeo Corporate Overview
Voxeo helps enterprises improve service and lower costs by automating and connecting their most common phone calls with our Interactive Voice Response (IVR) or Voice over IP (VOIP) solutions. Our IVR and VOIP hosting, turnkey platforms, and developer services - powered by VoiceXML and CCXML - are used by over 29,000 companies to create and deploy any telephone application they desire.
Voxeo was founded on the principle that extraordinary customer service is essential to success. Our corporate focus is to remain the most customer-oriented vendor in the telephony platform and services market. This unique focus has led to commercial success in a time when most telecom companies have suffered dramatic declines.
Voxeo has invested over $40 million in infrastructure, technology, and programs to deliver versatile, standards-based platforms and hosting solutions for IVR and VOIP telephone applications. Our business is cash-flow positive, profitable, and has grown over 100% per year since 1999. Voxeo has operations in the USA and Europe, and delivers hosted and customer premise IVR platforms world-wide from both locations.
Voxeo's customers range from the Fortune 50 to 50 of the most innovative small businesses around. We focus diligently on their success. When surveyed, our customers give us extremely high marks for technical versatility and customer service excellence. These are the primary reasons enterprises choose Voxeo.
While we welcome the opportunity to work with any enterprise or channel partner, we prefer to continue our investment in the technical and service qualities our customers value most. As a result, Voxeo does not serve long distance carriers, cellular providers, or other companies who are strictly focused on obtaining the lowest tier of pricing available in the IVR or VOIP platform markets.
What problems does Voxeo solve?
Most people are familiar with IVR applications. These applications allow users to retrieve information such as bank balances, flight schedules, and movie show times from any telephone.
Traditionally, these applications were created and deployed on Interactive Voice Response platforms that have significant caller usability, back end integration, and development complexity limitations.
As Voice over IP (VOIP) technology matures, enterprises and service providers alike have also desired an ability to create and deploy new voice applications that work with their VOIP purchases. In response, telephony platform vendors have delivered new or updated platforms to address those desires. Unfortunately, these platforms often bring with them the same usability, integration, and complexity limitations of their predecessors.
Voxeo was started in 1999 because its founders were dissatisfied with those limitations. We identified a strong demand for a more usable, intelligent, and simple way to create and deploy telephony applications as a result of asking ourselves and other industry leaders, managers, and experts three questions:
- How can we delight callers?
- How can we fufill the IT desire to replace proprietary IVR and VOIP application platforms?
- How can we connect 1 billion phone users to mainstream web developers?
The Answers:
Use the power of the human voice, open standards, and Web technologies.
Voxeo offers a solution which replaces aging, proprietary IVR boxes and applications with simple, usable, voice driven, VoiceXML and CCXML powered IVR platforms, hosting services, and developer solutions.
Most of our IVR customers leverage the Voxeo VoiceCenter platform without any up-front costs via our pre-deployed, managed Voxeo VoiceCenter Hosting facilities. Some choose to buy our Voxeo VoiceCenter Platform software or turnkey solutions to deploy internally. And increasingly our IVR customers use both.
In parallel, our VoipCenter products and services offer similar solutions for enterprises looking to deploy scalable, state-of-the-art SIP VOIP call control and media applications.
These solutions address the questions we posed:
Q: How can we delight callers?
A: Support Voice Recognition
Callers despise IVR for the same reason they despise airports. They tolerate restrictive touch-tone menus to get to their destination, but dislike the restrictive inefficiency those menus require.
Voxeo's IVR solutions enable delivery of both touch-tone and comfortable, natural, voice-driven menus and prompts which resemble human conversation instead of restrictive menus.
Q: How can we fufill the IT desire to replace proprietary, aging IVR platforms?
A: Deliver a Standards-Based, Web-Integrated Platform
Enterprises often replace IVR platforms because they've become remote islands in an otherwise connected and integrated IT world.
In contrast to the expense and inflexibility of proprietary IVR platforms, the Voxeo VoiceCenter IVR platform enables our clients to leverage existing XML standards, Web platforms, java integration, and IP investments to deliver flexible, cost effective voice solutions.
Q: How can we connect 1 billion phone users to mainstream web developers?
A: Provide Comprehensive IVR Developer Solutions
Web applications and developers were unable to leverage the value of telephone because of the unique complexity of telephony platforms.
The Voxeo VoiceCenter platform works just like a Web browser, a simple model which any Web application and developer can leverage. Using standards based markup languages such as VoiceXML, any Web application can tell the Voxeo VoiceCenter platform when and how to prompt, listen, and respond to any caller. And by using our industry leading CCXML support, any Web application can place outbound calls, conference calls together, or intelligently transfer calls to call center agents along with any gathered information.
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Improving Contact Center Service and Performance
