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Whitepapers

Finding the perfect balance of live- and self-service: Bonus Yankee Group Whitepaper
	Download Now \| 157 KB The telephone is still the most utilized channel for customer care. However, today's tech-savvy customers expect personalized service whether interacting with an IVR or live agent, or using a mobile phone or web channel.

Benefits of Moving From a Traditional IVR to Voice Portal
	Download Now \| 726 KB IVR systems have been used successfully for many years, but the next generation of voice technologies requires a more user-friendly and scalable solution for automated self-service. Voice portals are the logical next step in this evolution, thanks to their open, standards-based design and flexible deployment options.

IVR Consolidation
	Download Now \| 294 KB Interactive Voice Response (IVR) technology has evolved dramatically over the last decade offering service providers new opportunities for cost savings and revenue generation.

Multimodal Applications for the Mobile Generation
	The number of mobile phone users continues to grow steadily. Download Now \| 778 KB By: Bogdan Blaszczak Director of Enterprise Product Management, Intervoice, Inc. According to International Telecommunication Union (ITU), there were over 2 billion mobile subscribers in 2005, or approximately 30 percent of the world’s population.

Personalizing Customer Contacts Through High-Tech Channels
	The Need for Personalization of Customer Contacts Download Now \| 302 KB By: Dr. Jon Anton, Adjunct Professor Purdue University Center for Customer-Driven Quality™ With John Chatterley, Content Editor Personalization is often stated as the one thing we can never do with automation. In this White Paper we set as our goal to explore and document those best practices where automation does still make the customer "feel good" and that they are being treated as an individual by the proper use of the knowledge that a company already has about the calling customer.

A Guide to Preparing an RFP for the New Class of IP Contact Centers
	Call Center is the "killer app" for VoIP Download Now \| 62 KB The call center is evolving into the new contact center and the converged IP network is making it possible. This document is a guide to preparing a request for proposal (RFP) for this new IP based contact center. It discusses why the contact center is the killer app for VoIP, two different approaches to the IP contact center as well as considerations when preparing an RFP and specific questions to include.

Compelling Reasons for VoIP in the Contact Center
	Multiple centers operated as a single center Download Now \| 131 KB Momentum is building in favor of the latest IP-based systems for call centers that offer compelling advantages over traditional circuit-based ACD switches. By delivering the voice traffic over the IP network (VoIP), the latest systems: Simplify networking of multiple, geographically dispersed centers Handle phone calls, e-mails, and web contacts on a single platform Reduce telephony network costs Next generation systems also address key shortcomings with previous IP solutions to assure system reliability and scalability. This paper provides an overview of the latest available technologies and considerations for evaluating an IP-based call center system.

A Guide to Migrating Your Call Center to an IP Contact Center.
	Buyer Beware: IP-enabled TDM Switches Won’t Deliver the Benefits of a True IP Contact Center Solution Download Now \| 234 KB For a host of business and operational benefits, companies are quickly moving to IP contact center systems for routing customer contacts in the form of phone calls, e-mail, voice mail, web chat, fax, and more. For the contact center, the IP network and VoIP offer solutions to many of the fundamental problems faced by contact center management -- how to continue to reduce operating costs through additional operational efficiencies, and how to improve customer service in an environment where customers have multiple media choices for contacting a company.

Video Messaging in a Mixed Handset Environment
	Call Routing: Magic Key or Elusive Mirage Download Now \| 6.1 MB In this Intervoice white paper, we will examine how service providers can deliver video messaging using multiple mobile technologies. Not only 3G, but also 2.5G and web access technologies.

Frost & Sullivan White Paper
	Addressing the Human Factor: Intervoice Media Exchange with Homezone Download Now \| 3.3 MB The strategy of service providers is directly impacted by varying market conditions: as the dynamics change, so does the business planning. From a business perspective, growing competition has led to an accelerated commoditization of voice services and an increased appetite for consumers to swap operators. Consequently, carriers began to look for new innovate voice/data services that can increase their ARPU (Average Revenue Per User), in order to offset the decline in voice revenues. In addition, operators are also seeking for ways of increasing the level of satisfaction of their end-users and consequently reduce the churn rates of these subscribers. Finally, operators also desire to be more flexible in what services they offer and how they offer them.

Benchmark Portal Study – Purdue
	The Practicalities of Speech-Enabled IVR Solutions – A Study of the Customer Download Now \| 1.2 MB The purpose of this study was to document current IVR solutions for call centers. This study focused specifically on pre-implementation drivers, elements of effective speech-enabled IVR solutions, and criteria for choosing a speech-enabled IVR solution vendor. A fascinating study with significant findings – this is a must read!

Making the Move From IVR To Speech
	Why This Is The Right Time To Make The Move To Speech Applications In Customer-Facing Operations Download Now \| 3.35 MB This paper is designed for business people interested in exploring speech as a solution to challenges in customer-facing operations. To cover the topic, we will touch on several arenas of automated speech and its use in applications. We will debunk myths (“To reduce cost of operations, quality of service must be sacrificed,” and “Speech recognition is not yet sufficiently robust for mission-critical enterprise operations”). This paper will cover factors that have inhibited broad adoption until now, and discuss why those factors are receding in importance at this point in time.

Kinetic Information White Paper – IT Finds A Voice
	IT Finds Its Voice – Adding Speech as an Extension of Infrastructure Management Kinetic Information LLC Download Now \| 90 KB In this Kinetic Information Value Publication, we’ll examine how the implementation of a voice channel within an IT infrastructure unlocks business value for organizations as a whole. We’ll look at how the same broad move to industry standards that has transformed the data side of IT – emphasizing software, integration and interoperability and de-emphasizing hardware and vendor platform loyalty – is at work on the voice side of IT as well.

Zelos Group White Paper
	Zelos Group independently written whitepaper "How to Leverage VoiceXML at the Platform Level" Access Report Guides companies through the key factors that must be addressed in selecting a voice platform.