SpinVox Launches Unified Communications Services for Call Centres
NHBC Chooses SpinVox CallMail To Deliver `best possible service to customers’
SpinVox, the global leader in Voice-to-Screen messaging, has entered the Unified Communications Services market with Spinvox CallMail for Call Centres.
SpinVox Unified Communications Services are driven by its core Voice Message Conversion System (VMCS). VMCS enables voice messages to be converted to text and then delivered as an email on PC or PDA or as an SMS to a mobile phone screen. All bring voice and data togther at one point and allow audio to be captured and delivered.
Provided as a fully managed service, SpinVox Unified Communications requires no capital expenditure or lengthy integration. This, combined with proven and rapid return on investment, will enable rapid take-up amongst carriers, systems integrators and the ICT channel.
SpinVox CallMail
SpinVox Callmail is specifically designed for Call Centres and to deal with the challenge of unpredictable call volumes. When a caller is unable to be put through to an agent they are automatically invited to leave a message and informed it will be turned into text.
This output can then be routed to a specified email address, with an audio file being sent along with text. This results in enhanced routing and prioritisation of customer messages because of the ease with which they can be assessed and sent directly to the relevant individual or team for an informed response. Customer service is further improved as fewer calls are dropped.
Because of the enhanced ability to capture and process customer messages, fewer staff are needed to handle peak call volumes, with the cetainty that customer voicemails are being responded to within specified timelines. Also the option of one click outbound dialing brings further efficiencies.
Staff usage is optimised as call control is retained and the call and query get resolved efficiently. Time is saved as there is no need to write down the message and, because the message is converted to text, there is easy access to message records linked to customer accounts.
“Balancing the need for call centres to deliver maximum efficiency and maximum customer satisfaction has always been a significant challenge and all too often neither is achieved,“ says Christina Domecq, SpinVox co-founder and CEO. “The introduction of SpinVox CallMail represents a breakthrough in call handling that will fundamentally change the effectiveness with which call centres are able to deal with customers.”
NHBC and CallMail
The National House-Building Council (NHBC) - the UK’s leading consumer protection body for new home construction - has introduced SpinVox Callmail into its Customer Contact Centre as part of its continuing programme of improving customer service.
NHBC is the UK’s leading provider of warranty and insurance for new homes. SpinVox Callmail is specially designed to handle high volumes of calls through contact centres. For NHBC, with 1.7 million homes currently covered under its Buildmark warranty, this has allowed enhanced routing and prioritisation of voicemail traffic.
Customers calling NHBC have the option to leave a voice message and, with SpinVox, these are converted to text and emailed to a central point so that they can be quickly read, assessed and routed to the right person for a quick response.
James Bush, NHBC’s Head of Commercial, said: “SpinVox has proved to be a valuable tool in ensuring we deliver the best possible service to our customers and has allowed us to keep closer control over our internal systems and processes for responding to their queries and requests. NHBC remains committed to using the best and most appropriate new technologies to continually deliver an excellent service and make improvements where we can.”
SpinVox foundation Voice-to-Screen service was launched in 2005 when it introduced SpinVox Voicemail to the market, enabling voicemail messages to be converted to text and delivered to a mobile phone as an SMS and to a PC as an email. Since then, SpinVox has introduced a number of new services, including a range of Enterprise solutions and SpinVox Blog and SpinVox Social Networks which bridge the gap between wireless and the Internet.
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, 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.