CRM Technology: Carriers and Customers Feel the Power of SpinVox Voice-to-Text
Carriers experience 110 percent uplift in voice message revenue
SpinVox, the founder and global leader in Voice-to-Screen messaging, released the latest data today on voice and data lift, call-continuity and the preferences of customers using its voicemail to text services worldwide.
The company has published the results of research data on customer utilization among half a million customers and its impact to date on carrier businesses on four continents.
The research has revealed that:
* Consumers leave a voicemail message 33 percent more often when they know the called party will receive their message converted to text within minutes
* When the SpinVox voice-to-text service is available and utilized, Carriers see a 10 percent lift in voice traffic and a 15 percent lift in text usage as a result of the 87 percent of people who return a SpinVox message
* Carriers have experienced a 110 percent uplift in voice message revenue when SpinVox is deployed and utilized
“Around the globe, about 40 percent of calls are not completed, resulting in lost revenue opportunities for Carriers,” says James Robins, group marketing director at SpinVox. “After one month of deployment with a Carrier, our Messenger service - which intercepts calls before a hang-up and offers to convert a voice message and send it via text - is on target to turn 25 per cent of addressable lost, non-completed calls into revenue to deliver a cross-base 3-5 per cent increase in ARPU. That’s a powerful metric for any Carrier when revenues are under pressure from both competition and regulation driving down end-user prices.”
Customers choose all-you-can eat plans
SpinVox is on track to grow its user base to six million by the end of second quarter 2008. To date, the data from deployments in Carriers shows that more than 40 percent of customers choose an unlimited usage `all-you-can-eat SpinVox service plan. “Soon, we will see Carriers around the world also bundling SpinVox free of charge into BlackBerry plans and Messaging Packs as an acquisition, retention and up-sell tool,” Robins adds.
Ben Friedland is a senior executive for the world’s largest commercial real estate company and estimates he receives 10-30 voicemails a day.
“I hate having a caller’s voicemail go unanswered because I’m not able to check my messages,” says Friedland. “When my assistant is away from her desk, SpinVox picks up the slack and sends voicemails directly to my BlackBerry. I will never go back to regular voicemail again.”
Teri Daley is a senior executive at Ketchum Public Relations, one of the top five public relations firms in the world. As a working mother in a fast-paced environment, anything that gives her an edge and keeps her connected in real-time to work and home is a blessing.
“Speed, efficiency and responsiveness in my business are critical to success. I love that I can monitor my voicemail as it is received and to manage it quickly by forwarding the message on to others to handle right away,” says Daley. “I love this solution so much that I recommend it to every professional and working mom I know.”
$100 million funding round and new language conversion
To date, twelve Carriers around the globe have deployed SpinVox voice-to-screen solutions. They and their customers aren’t the only ones to see the value in unleashing new revenue streams from a product like voicemail that has gone largely unchanged in 30 years. SpinVox recently completed a $100 funding round that will be used grow the company’s infrastructure to accommodate a doubling of carrier customers over the next twelve months. In addition, the funds will be used to develop its core VMCS voice message conversion system which already converts in English, Spanish, German and French to offer Italian, Portuguese and Arabic.
About SpinVox
SpinVox® brought together the two most popular methods of communication – voice and text – and created a new category of messaging called Voice-to-Screen™. Its award-winning service is now making everyday communication simpler and more powerful, creating new recurring revenues for wireless, landline, cable and VOIP carriers as well as service providers and web partners. SpinVox has already launched its service with Alltel, Cincinnati Bell, Rogers Wireless, Sasktel, Telstra, TELUS, Vodafone Spain, Vodacom South Africa and and has announced a deal with Skype. As a managed service provider any network or service can rapidly and cost-effectively implement SpinVox.
At the heart of SpinVox is its Voice Message Conversion System™ (VMCS), which works by combining state-of-the-art speech technologies with a live-learning language process. VMCS is being rolled-out across four continents in four languages - English, French, Spanish and German.