VoiceCenter™ Example Applications

Auto Attendant:
Callers dial into a main corporate number. Instead of entering dozens of touch-tone commands, they simply speak the name of the person or group they are trying to reach. The Voxeo VoiceCenter Platform queries an existing Web-based corporate directory application. XML-based instructions from that directory application instruct the Voice Center to transfer the caller to the appropriate number.

Benefit: Callers are delighted with efficiency and ease of communication.

Call Centers:
Callers dial into the 800 number for a large mail order vendor's call center. Around 20% of those callers are calling to check the status of a previous order. Rather than connecting callers to expensive call center agents or to a restrictive touch tone application, the mail order vendor uses the Voxeo VoiceCenter Platform to ask the callers to say their order numbers. The Voxeo VoiceCenter Platform then queries an existing Web-based order status solution and receives XML instructions to inform the user that the order has been shipped. Rather then ending the call, the Voxeo VoiceCenter then queries the shipper's package tracking Web application and tells the caller where the package is.

Benefit: Direct reduction in call center costs and an increase in customer satisfaction.

Conferencing:
A Fortune 500 company discovers huge inefficiencies in its existing telephone conferencing solution. Participants are constantly waiting on attendees, losing conference codes, forgetting to reserve conference bridges, and reserving expensive bridges that go unused. The conferencing solution is replaced with a Voxeo VoiceCenter voice application which allows conference administrators to simply say the names of other conference participants. The same corporate directory Web application used in the Auto Attendant example finds participants phone numbers and automatically calls them to the conference.

Benefit: Improved employee efficiency.

Outbound Voice Surveys:
A large retail chain notices a decline in sales. Rather than launching a slow and costly outbound survey with call center agents, it creates an automated Voice Survey application which calls customers to ask opinions on products the retailer plans to sell. The Voice Survey application is written by the same Java developers who created the store's Web site, and uses the CRM database those developers have already integrated. When called, the store's customers can respond conversationally, saying things such as, "That sounds great" or "I wouldn't buy that". In less than 24 hours, the retailer knows which of the new products its customers desire most.

Benefit: No expensive call center costs, rapid deployment, easy integration.