Voice Store and Forward Technology
As part of ongoing efforts to upgrade and improve the state of North American Directory Assistance technology, varetis is pleased to announce a new generation of Voice Store and Forward (VS&F) technology, available as part of our Automated Directory Inquiry System (ADIS), the world’s most advanced and robust directory automation solution.
Voice Store & Forward technology is not new to the DA marketplace, but to date it has been limited in scope, providing automation assistance only during the front end of a call to Directory Assistance. The notion is simple – use an interactive voice response system to prompt the user, capture responses, and then forward those responses to an operator on a streamlined basis in order to reduce operator involvement in the call. When aggregated across a call center, Average Work Time (AWT) is reduced, and costs plummet.
Voice Store & Forward technology has become a long-proven and reliable component of Directory Assistance infrastructure. The problem, however, has always been the point solution nature of the technology – Voice Store & Forward is a one-trick pony, adapted and optimized for Directory Assistance applications alone. Existing technology is not flexible, reusable, or available to foreign applications. That’s all about to change. varetis ADIS Store and Forward offers comprehensive support for more than just existing Directory Assistance traffic; new opportunities for the support of wholesale traffic are made possible through the use of flexible call flows, variable branding and queueing based on service provider, support for enhanced services with customer goal prompting, automated language selection, locality recognition and much more.
These new capabilities represent more than just enhanced functionality; the varetis solution improves upon existing systems architecturally as well. Like the remainder of our ADIS solution set, our Voice Store & Forward technology is predicated on the robust capabilities of VoiceXML, the most flexible and modern technology available for voice applications in the Public Switched Telephone Network. In combination with the powerful capabilities of existing Nortel Networks OAP-based DMS switching systems, Store and Forward solutions need no longer be limited exclusively to Directory Assistance applications. New possibilities emerge for call-center backed Voice Portals that allow existing call center infrastructure to service a much broader array of enhanced services.
Suddenly, voice portal providers have the capability to move beyond “vending machine” services – stock quotations, sports scores, weather – to more sophisticated concierge services which are more likely to require attendant backing. These high-touch services can provide a way to exploit your existing call center infrastructure in pursuit of new revenue streams and better overall competitive differentiation.
The biggest challenge facing today’s North American DA service providers is dwindling traffic. In the face of large existing capital investments in DA infrastructure, service providers must find new ways to increase call traffic, and develop innovative methods of reusing this infrastructure to generate new revenue streams. Wholesaling is an outstanding way of accomplishing these goals, but it requires flexibility and functionality that legacy systems cannot provide – functionality such as variable branding and queueing, language selection, locality recognition, and external call control support for Voice Portal applications.
varetis architecture opens up a new world of possibilities for wholesaling your call center infrastructure through the integration of external Voice Portal providers. This can be accomplished in one of two ways: by entirely redirecting the call to an external voice portal, or by using VoiceXML to redirect only dialog control. In this latter case, the call remains terminated within the DA voice platform infrastructure, providing the added benefits of reduced networking costs and the capability to provide integrated operator backing.
After the call is received and qualified, dialog control can be handed to a foreign call processing application, which can independently provide services, or direct the call using ADIS Store & Forward for attendant backing, call completion, or other switching services. This is made possible by the Nortel TOPS OAP protocol, which provides external switch control functionality far in excess of OPP, providing new possibilities for the integration of a wide variety of call processing applications into existing North American legacy infrastructure.
Because the voice portal can make full use of the call center infrastructure, billing, administration, statistical and reporting functions become available in addition to the switching, routing, and attendant functions inherent to call center functionality. This means that wholesaling services can be provided in combination with outsourced voice portal providers at substantially lower cost than stand-alone voice portals can achieve – an important competitive advantage for any call center.
The Vendor of Choice
varetis enters the North American Directory Assistance marketplace as more than just the leading supplier of DA systems throughout the world. varetis also brings world-class technology, strong business partnerships, and a deep understanding of the technical requirements for integration with existing Operator Services infrastructure. These capabilities are simply unmatched by any competitive vendor offering DA automation solutions today
varetis COMMUNICATIONS LPis a subsidiary of varetis AG. varetis COMMUNICATIONS LP, is headquartered in Elmwood Park, NJ, with sales offices in Brazil, and supports varetis’North and South American markets. Currently employing approximately 300 professionals, varetis AGmaintains its corporate headquarters in Munich, Germany and international subsidiaries in Switzerland, the United Kingdom and Hungary as well as a sales office in Singapore. The office is ISO 9001 certified.