Voxeo Talks

A hybrid IVR platform is one that is available as a hosted/cloud-based solution and as an on-premise deployment. Just to be clear, we are not simply talking about two distinct offerings delivered by a single vendor. We mean one platform – offered two ways.   Benefits include the ability to migrate between deployment models at any time or to take advantage of both deployment models at the same time — with no changes whatsoever to your applications. That’s exactly what our partner Tele-Works did to enable Harris Computer Systems to serve a diverse base of utility customers.

Harris Computer Systems provides Customer Information Systems, billing software and other solutions to thousands of utility customers throughout North America. Harris recognized that IVR is a key component to a successful utility’s customer service department, but required a way to serve all of their customers – from the largest to the smallest – with one consistent solution.

Tele-Works provided a Voxeo-powered solution that uniquely supports both hosted and on-premise deployments, as well as inbound and outbound calling, from a single code base. The Tele-Works solution extends across Harris’ complete utility product portfolio, giving thousands of utility customers access to quality IVR at price points that were previously unattainable.  Read the case study here.

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Interested in learning about the advantages of hosted speech solutions versus on-premise solutions? Or why you should or shouldn’t have to choose? Want to understand the pros and cons of pushing voice applications out “into the cloud”? If so, please join us today at 2pm US Eastern time for a free webinar hosted by Speech Tech Magazine and including speakers from Voxeo, Angel.com, Contact Solutions and Nuance Communications. To sign up, please go to this URL:

http://www.speechtechmag.com/webinars/roundtable/12nov2009/vox2

Industry analyst Daniel Hong from Ovum (formerly Datamonitor and author of Datamonitor’s IVR short list report) will start the session with a market overview and the whole event is hosted by Speech Tech Magazine’s David Myron. Key questions to be discussed include:

• How the incentives built into a hosted agreement impact the customer’s long-term results;
• How the arrangement should be set up for you to realize maximum savings;
• The capabilities to look for when selecting a provider;
• The role of monitoring, reporting, and tuning;
• The role of caller behavior analysis;
• The impact of service-level agreements on performance, availability, and caller experience;
• The limitations when handling different interaction types, such as touch-tone, mobile, speech, and authentication/verification; and
• Integration with customer and third-party data/solutions to meet unique call requirements.

It should be an interesting collection of viewpoints given the mix of vendors. Again, it’s free, so please feel free to sign up and join us at 2pm US Eastern, 11am US Pacific. The session will also be archived for later viewing.

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