VoiceObjects 7.2 Adds Dynamic Video Generation, Business Task and Personalization Tracking and Analysis
First Phone Application Server Software Suite to Provide Out-of-the-Box Analytics and Reporting on Business Process Metrics
"In order to deliver excellent customer service, it is vital that organizations strategically leverage their IVR platform to conduct more intelligent customer transactions to promote retention and upsell and cross-sell opportunities," said Daniel Hong, Lead Analyst of Customer Interaction Technologies at Datamonitor. "With VoiceObjects 7.2´s analytic and reporting capabilities, business managers have greater visibility into the caller experience. By offering a clearer picture of consumer behavior, businesses can tailor the customer experience so it fits in with overall trend towards personalized customer service."
Personalized, Dynamically Generated Video
VoiceObjects 7.2 supports phone applications that use voice, video, text, touch-tone, and Web interfaces. VoiceObjects Media Mixer enables the dynamic rendering of video. Video clips, audio clips, text, images and HTML snippets are dynamically assembled and rendered at call-time, creating high-quality video for delivery to phone screens. Video contents can be selected in response to caller behavior or in accordance with information contained in CRM or other databases, providing per-caller personalization. Dynamically generating video also enables other customization, including the intelligent selection and delivery of a particular video from a library of available advertisements.
Track and Analyze Business Tasks, Per-Caller Personalization
VoiceObjects 7.2 features significant enhancements to VoiceObjects Server and VoiceObjects Analyzer, enabling organizations to track and analyze the completion of business tasks by phone self-service users. Using these features, business users, rather than programmers, can monitor and optimize the performance of phone applications, reducing the time and resources required for these tasks. The software automatically logs business task execution results in the VoiceObjects Infostore for analysis. Typical business tasks include successfully booking an airline flight or resetting a PIN. Key performance indicators for business tasks are also automatically logged, including number of attempts, success rate, caller behavior during task completion and metrics related to voice recognition quality.
In addition, VoiceObjects 7.2 can track and analyze a phone application´s per-caller personalization, providing information on, for example, "gold" customer caller behavior vs. "platinum" customer caller behavior. The new analytics capabilities are complemented by support for the Cognos 8 Business Intelligence platform, in addition to Business Objects and MicroStrategy platforms, which are currently supported.
Support for the following media platforms were added in VoiceObjects 7.2.
- atip aVP 5.6
- Cisco IOS VXML 2.0
- Edify EVIP 10.0
- Holly Voice Platform 4.2
- Envox 7
- Materna Anny Way USSD Gateway
- SandCherry Voice Platform 3.2
- Voxeo Prophecy Voice Platform 8.0
- Voxpilot Open Media Platform 3.2
- VoiceGenie 7.2
- WindMobile UXML-HTTP Interface Handler Module 1.0
For a complete list of all platforms and versions supported go to www.voiceobjects.com.
Datamonitor is the world´s leading provider of online data, analytic and forecasting platforms for key vertical sectors. We help our clients, 5,000 of the world´s leading companies, profit from better, more timely decisions. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive & Logistics, Consumer Markets, Energy, Financial Services, Healthcare, Retail and Technology. Datamonitor maintains its headquarters in London and has regional offices in Frankfurt, New York, San Francisco and Sydney. See www.datamonitor.com for further details.
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