Voxeo Simplifies Mobile Customer Service Application Development, Management, and Analytics with the Release of VoiceObjects 12

Voxeo Simplifies Mobile Customer Service Application Development, Management, and Analytics with the Release of VoiceObjects 12

By Paul Robinson August 24, 2012 Leave a Comment
Paul Robinson
Voxeo Simplifies Mobile Customer Service Application Development, Management, and Analytics with the Release of VoiceObjects 12 by Paul Robinson

With the ascendency of smartphones and tablets, the mobile channel is emerging as the consumer’s primary choice for all possible customer service venues as it offers anytime, anywhere, any device interaction. And expectations for fast, convenient customer service are at an all-time high. Mobile applications typically connect to a company’s website for product or service support information; to a contact center agent via SMS text or email; or, if the customer initiates a call, into an interactive voice response (IVR) application. Those companies that provide an effortless experience for customers who are using mobile devices for voice, text, social media, video, and web interactions can gain significant advantage. They can build customer/brand loyalty and wallet-share.

Continually maturing application development and lifecycle management solutions now include capabilities such as:

  • Develop once – deploy anywhere across customer-interaction channels

  • Integration with business intelligence and CRM for streamlined interactions and a unified customer experience across multiple self-service and agent-assisted channels

  • Desktop-unification initiatives – customer and product data organized for efficient and effective use by applications and live agents

Enter Voxeo, who just announced the general availability of VoiceObjects 12 – its service creation, management, and analytics environment. This development platform and toolset supports the entire self‑service application lifecycle from design to deployment and application tuning, allowing companies a consolidated view of service usage and the customer experience across the different channels so they can accommodate customers’ evolving communication preferences, while simultaneously eliminating the need for redundant development teams. In fact, just the other day, Gartner rated Voxeo a “Strong Positive” in its August 2012 report entitled “MarketScope for IVR Systems and Enterprise Voice Portals.”

New Solution Components

Improved Mobile Channel Interface

The challenge to meet the mobile customer across all available and future contact channels lies in creating a distinct customer service experience without multiplying costs or efforts, while also delivering a consistent user interface. VoiceObjects 12 meets this challenge by leveraging jQuery Mobile, a JavaScript framework compatible with all major mobile platforms and desktop browsers, to ease and accelerate the development of mobile web customer service applications. Within this framework, developers gain access to drag-and-drop components (e.g., toolbars, listviews, buttons, form elements, and animated page transitions) for building mobile applications. Moreover, the layering of VoiceObjects 12 on top of jQuery Mobile extends the mobile web development capability into other channels including text and IVR, thus holding fast to the philosophy of develop once, deploy anywhere.

Hotspot Analytics

Developers now get actionable insight into the production environment to help improve ROI and eliminate caller frustrations. All the objects that have already been created are presented in the call flow editor in the context of the application flow along with highlighted data and key performance indicators to spotlight areas for immediate action to optimize self-service. Available metrics include automatic speech recognition (ASR) performance, task completion time, and the number of menu choices that it involved.

This feature is a value-added update to the currently available actionable reports that are already included in VoiceObjects Analyzer, part of the VoiceObjects Application Lifecycle Management Suite. VoiceObjects is pre-integrated with IBM Cognos, MicroStrategy, Oracle Business Intelligence and SAP BusinessObjects and provides access to 60 out-of-the-box real-time reports in the areas of administration and maintenance, application development and tuning, and business and caller analysis. Moreover, the service creation environment is closely aligned to the reports. For example, problems highlighted in reporting, such as low speech recognition confidence values, or a high number of hang ups, are easily identified in the service creation environment since naming conventions are the same. Additionally, changes made in the application are immediately reflected in the reporting and vice versa. Changes are centrally deployed with the ability to automatically update documentation and without affecting reporting or database schema.

VoiceObjects Business User Interface

Non-technical business users can now change and update components of live applications instantly through a web-based interface, without involving an application developer or system administrator. Flexibility, control and risk mitigation are added by allowing IT to define which parameters can be configured, and how they are displayed and validated. All configuration parameters are validated before activation. In addition, a version history is maintained with integrated audit trails so that you can always go back to an older version if you want. These applications can be IVR, text or mobile web. Common examples include managing hours of operation, customizing network messages, adding special announcements, managing call routes, deactivating menu items, etc.

New Security Suite

Voxeo separately unveiled its new security suite at SpeechTEK 2012. The suite focuses on making sure you really know who you are talking to. It will be available both on-premise and in the cloud. The Security Suite features are:

  • ANI Verifier analyzes the phone number of incoming calls to determine if the Caller ID/ANI (automatic number identification) is spoofed. If the number has been spoofed, the call is rejected or flagged as suspicious and escalated for more stringent verification.

  • Toll Verifier monitors outgoing calls to identify unusual calling patterns and blocks calls to expensive premium rate numbers or international destinations.

  • Voice Verifier is primarily focused on the IVR using voice biometrics instead of a password and/or pin. The user’s unique voiceprint is captured and verified. It can also help with mobile applications that allow for multiple modalities – meaning both graphical and verbal input and output.

  • Location Verifier allows companies to flag a user's mobile voice, text and web interactions as suspicious when they come from atypical locations or from multiple locations in a short time. Companies can also build services to verify that a customer's mobile device location matches the location of attempted purchases. With workforce permission, of course, companies can use location "check-in" intelligence via mobile web, phone calls, or text messages to verify that home healthcare professionals, security guards, installers and technicians are at their jobs when and where they should be.

  • Payment Verifier secures automated credit card transactions with dynamically generated security questions based on customer purchase and payment history. Unlike static knowledge-based authentication (KBA) which uses predictable questions, dynamic KBA is based on a wide collection of verifiable information.

  • PCI Verifier intelligently analyzes the log output of Voxeo’s Prophecy and VoiceObjects applications in real time to verify they are following Payment Card Industry (PCI) compliance guidelines.

  • PCI Hosting is a PCI-DSS (Payment Card Industry Data Security Standards) Level 1 Service Provider certified platform. PCI-DSS Level 1 is the highest level of PCI compliance available.

What This Means to You

To Customers:  VoiceObjects is Voxeo's self-service application development, deployment and management suite built on the philosophy of develop once – deploy anywhere across customer-interaction channels: mobile Web, voice, text or social media. This solution is available on premise, in a private cloud hosted by Voxeo or a third-party, or in the Voxeo public cloud consisting of seven global datacenters. VoiceObjects supports IVR platforms such as Aspect, Avaya, Cisco, Genesys, West, Intervoice, and Nuance.

Voxeo targets medium to larger enterprises and telcos that are under pressure to add more self-service channel modalities. The tipping point here is not number of contact center agents. Rather, it’s a customer care focus on the need for the development and real-time maintenance and administration of complex, high-end solutions requiring the integration of several backend systems.

Customers with deep contact center investments in place should, however, first consider the service creation environments of their contact center vendors as these solutions are likely to be the easiest to integrate and leverage for customer self-service. When investigating any and all potential customer self-service creation environments, customers need to be sure that, at minimum, their candidates support the following capabilities:

  • Develop once – deploy anywhere across customer-interaction channels

  • Integration with business intelligence and CRM for streamlined interactions and a unified customer experience across multiple self-service and agent-assisted channels

  • Desktop-unification initiatives – customer and product data organized for efficient and effective use by applications and live agents

To Partners:  Voxeo uses two strategic routes to market: both its direct and reseller channels. The direct channel focuses specifically on named accounts. All the recent publicity and innovations captured here can only work to the advantage of the channel.

 

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