Unified Self-Service

Imagine that you want to expand the self-service options you offer your customers beyond simply a voice IVR system. You would like to offer your customers the ability to get information from your company via SMS from their mobile phones. Or via IM on whatever IM service they use. Or through a mobile web browser. Or through social networking channels like Twitter or Facebook. Your goal is to:

Connect your customers to the information they want over the communication channel of their choice – as fast as you can.

What do you do?

Do you…

• Ask your web team to look at how to do a mobile web offering, find another team who can work on an IM interaction, ask your marketing team if they can handle the social channels, ask the IVR or phone team if they can look into SMS, talk to your business systems team to figure out how to give all these different offerings access to back-end databases, ask your business analysts to tie all of these into your business intelligence dashboard; or

• Write a single application that interacts with customers across all those channels.

We know the choice we’d pick. What about you?

Now stop imagining.

This is what Voxeo allows you to do right now.

Today.

The essence of what we call “Unified Self-Service™” is the idea that you have:

• one application
• one development environment
• one set of analytics

• many channels of customer interaction

Create you application once, using whatever tool or suite of tools you want to use – and allow it to interact with customers in whatever channel they choose to use. On the back end, have it connect into whatever analytics or business intelligence solutions you use and deliver into that system usage data across all those channels.

Better yet, take an existing voice IVR application and enable it to interact across all those channels.

Full multi-channel customer interaction using a single application – running on our either our hosted platform or on your premise. Delivering on the very real business value of:

• Enhancing customer service.
• Increasing customer satisfaction and loyalty.
• Lowering customer service costs.
• Increasing revenue.

In the days and weeks ahead, we’ll be explaining here on this site the business value of Unified Self-Service, how it has been implemented by organizations, what the view of the industry is, and most importantly, how you can get started.

Please join us in this journey – follow us on Twitter, become a fan on Facebook or subscribe to the RSS feed. It’s an exciting time… and there are exciting stories to tell … and rewards to realize.

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