Intervoice Launches Industry-First Contact Portal

Business Wire,  May 22, 2008  

Tags: industry, portal

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End-to-end Contact Center Solution Focuses on Customer Centric Cost Reduction

DALLAS -- Intervoice, Inc. (Nasdaq:INTV) today announced the availability of Intervoice Contact Portal which unifies the functionalities of the company's award-winning enterprise solutions: Intervoice Voice Portal (IVP), IP Contact Center (IPCC), and Advanced Notification Gateway (ANG). This fully integrated multi-channel suite of contact center software solutions delivers customer centric cost reduction by giving customers enhanced convenience and choice while simultaneously lowering costs through automation.

With Contact Portal customers can choose the medium they are most comfortable with-phone, email, SMS, or web chat-as well as the best resource-self-service or a live agent. Intervoice's Built-in CTI and screen pop capabilities marry the customer's profile with the data collected during the session. All of the information is routed with the contact throughout the entire session. This allows customers to receive consistent treatment because they are routed based on customer data rather than on the channel they chose. Similarly, live agents also get a consistent view of the customer's information throughout the entire session.

"Some vendors get stuck evaluating customer experiences within a single siloed application such as self-service or agent assisted operations. The reality is that customer experience often takes place across multiple applications, as chosen by the customer, and companies need to be prepared to respond appropriately," explained Ken Landoline, program manager, Yankee Group. "Intervoice has redefined the dynamic customer experience with Contact Portal. It is a unique end-to-end contact center solution that starts with the customer. Unlike traditional telephony-based systems that focus on agents or expert resource productivity, the components of the Contact Portal are primarily focused on offering customers convenience and choice to maximize their experience." Landoline has more than 15 years of expertise in customer-centric strategies for the enterprise.

Leveraging the Intervoice Unified Services Platform, Contact Portal is switch-independent and integrates with existing and future phone systems giving enterprises the ability to implement contact center solutions without having to replace their existing infrastructure. This environment also improves automation, call completion, agent efficiencies, and lowers acquisition and operating costs. Companies can choose to implement any of the three Contact Portal components individually or the entire solution as a fully integrated multi-channel system.

Contact Portal relies on the functionality of IVP for the creation and execution of call control, speech and multimodal applications. With IVP, customers or third parties can develop voice and speech applications while also enabling multimodal solutions for simultaneous voice and data interaction. Version 5 of IVP was also announced today. http://www.intervoice.com/index.php/news.html

Adding the functionality of IPCC, a SIP-based architecture with Built-in CTI capabilities, Intervoice Contact Portal extends the benefits of automation from speech self-service, either in a hosted or on-premise environment, to live agents with the feature functionality of a full service, multi-channel IP-based contact center. Version 4.0 of IPCC was announced on March 18. http://www.intervoice.com/index.php/news.html

Contact Portal's ANG provides multi-channel outbound notification functionality that allows enterprises to proactively communicate with their customers, notifying them of events such as account changes, suspicious transactions, flight delays or emergencies, thereby reducing call volume. ANG allows self-service investments and live agent resources to stay focused on revenue generating opportunities and providing superior customer service. ANG is capable of supporting multiple notification channels including voice, text message (SMS) and email, delivering real-time notification via one or more channels preferred by the customer. It easily integrates via web services to self-service, live agent and business management systems.

Intervoice introduced the Contact Portal offering at its Industry Analyst Conference last month. An Intervoice customer who presented at the conference said that they chose Intervoice as their contact center vendor based on Intervoice's expertise and ability to consistently deliver on its promises. Analysts who attended the conference blogged that Intervoice is no longer "just an IVR company," emphasizing that Contact Portal and the Unified Services Platform demonstrate that the 25-year old innovator remains an industry leader. Some of those blogs can be read at http://www.intervoice.com/index.php/news.html.

Contact Portal is available today. For more information about Contact Portal, visit http://www.intervoice.com/index.php/prod_contact_portal.html.

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