These next-generation features enable enterprises to give their customers the highest levels of personalized self-service whether they are using a telephone, a computer or a mobile phone, and are part of Intervoice's unified communications strategy for the "mobile generation."
Intervoice chief operating officer Jim Milton illustrated the benefits of the new Voice Portal products and previewed an example of true multimodal applications during his keynote speech. With a live demonstrator using a web-enabled 3G mobile phone, a "typical traveler" onstage interacted with an airline's reservation system using simultaneous voice and data access.
He chose to view the flight schedules and seat assignment options on the touch screen, clicked to choose his flight and the spoke his seat selection. Later he received a text message from the airline along with a link to the airline's remote contact center for additional information. Clicking on the link, he accessed the contact center, and clicked again to speak with a live reservations agent, completing a multi-step process that usually takes many minutes in less than 60 seconds. The demonstration underscored how rapidly, smoothly and efficiently a customer's needs can be met with simultaneous voice-and-visual access from a single device.
"Consumers have reached new levels of sophistication in today's world of mobile and ubiquitous computing," said Daniel Hong, lead analyst, Datamonitor. "As a result, customer service expectations are changing. Personalization and consistent user experiences across multiple media are becoming paramount as people interact with more devices beyond traditional environments. Intervoice's new product line introduces new personalization elements to self-service. These adaptive products 'learn' from consumer behavior to deliver a richer, intuitive and more personal user experience, helping drive customer satisfaction and retention rates higher."
