|By PR Newswire||
|April 8, 2014 08:15 AM EDT||
MOUNTAIN VIEW, Calif., April 8, 2014 /PRNewswire/ -- Based on its recent analysis of the hosted interactive voice response (IVR) market, Frost & Sullivan recognizes VoltDelta with the 2013 North America Frost & Sullivan Award for Enabling Technology. VoltDelta offers enhanced and highly customizable hosted IVR solutions that reside on its own platform, thereby earning it a substantial and growing share in the large but fragmented hosted IVR marketplace.
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VoltDelta continues to refine the automated 411 directory assistance that it launched more than 20 years ago. One of its most notable features is the ability to "remember" the user's last actions, so in case of disconnections, the user will not have to start over again when they call back. For example, VoltDelta's speech recognition-powered 511 service for multiple states "remembers" the stretch of road a motorist last asked about, so it can provide targeted traffic updates to callers.
VoltDelta also provides innovative, multi-channel IVR resources as highlighted in its solution for Parkmobile's mobile parking solution. "Running for the meter" no longer occurs as motorists use their mobile phones for parking space identification and to receive SMS reminders on impending meter expiration through VoltDelta's speech recognition and messaging platform.
VoltDelta has developed the patent-pending CrystalWAVE voice recognition technology to improve accuracy for large grammar applications, while also reducing tuning requirements. Applications that involve complex phrases or a large volume of possible results, such as addresses within a region, can now be more effectively and efficiently supported with IVR automation.
"VoltDelta also has developed an in-house call plus agent screen recording application that tracks and captures customer interactions from the IVR to live agents as a unified customer journey," said Frost & Sullivan Industry Analyst Brendan Read. "VoltDelta helps its customers trace end-customer issues, including determining where and why end customers 'zeroed out' to agents."
Another significant market differentiator is VoltDelta's ability to supply accurate numbers and associated caller detail through its LSSiDATA division. LSSiDATA has numerous, continually updated opt-in landline and wireless numbers for intelligent call routing and dialog customization based on factors such as geographic location matched from the caller's phone number.
VoltDelta's Delta On-Call customer contact solution includes an ACD and IVR, which can be combined with other vendors' products. For example, Delta On-Call has been integrated with Oracle's CX solution, which provides hosted Customer Relationship Management (CRM), chat, and social media contact routing. Delta On-Call also has been integrated with other CRM solutions from Microsoft and Salesforce.com.
"Although VoltDelta's top competitors have larger shares of the hosted IVR market and are well-known brands, a recent spate of mergers and acquisitions has left VoltDelta as one of the few IVR specialist vendors in the marketplace," noted Read. "This positions it well among customers seeking IVR capabilities."
VoltDelta's IVR platform is housed in two fully-redundant and secure data centers in Orange, California, and Rochester, New York. It also has data centers in Germany and the United Kingdom. A multi-protocol label switching (MPLS) network connects the centers.
VoltDelta has attracted new customers in the financial services, government, and healthcare verticals. VoltDelta monitors, supports, and tests its applications, servers, and network. Its platform handles more than 2 billion calls and 2 billion SMS/text messages annually, with a company-reported 99.99 percent reliability.
Each year Frost & Sullivan presents this award to the company that has developed a technology that can benefit or revolutionize the industry. The award recipient has developed a system or enabling component of a system that removes a significant obstacle in the development of technology. The technology developed enables the creation of new products or modification of existing products to target new applications.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
VoltDelta OnDemand is a global cloud-based contact center provider with 35 years of experience. We perform intelligent, data-driven contact management to optimize your customer's journey. VoltDelta rapidly tailors and integrates our multi-channel contact center solutions to enable you to increase revenue, boost retention and reduce operating costs with proven scalability and reliability.
VoltDelta's inbound and outbound offerings support virtual and geographically-distributed contact centers and remote agents within a highly secure and compliant environment. Our service guarantee is supported by contact center and carrier experts who are dedicated to your success. For more information, please visit: www.voltdelta.com.
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SOURCE Frost & Sullivan