29 June 2015
Jasco Enterprise, a proud
partner of Presence Technology, announces the availability of the new Presence IVR
Software module (Interactive Voice Response) designed to improve customer
contact. One of the features of the Presence IVR software module includes a
“strategy designer” that allows the business to create business rules and the
possibility to use Presence software application variables like detailed
The IVR software based
solution is SIP native and can be installed on either standard servers
eliminating the need for proprietary equipment or in a virtual environment.
Says Tammy Manson, Presence
Technology Product Specialist at Jasco Enterprise, “The benefit and ease of deployment
of the Presence IVR Software Module in an existing virtualised environment will
potentially not require additional hardware. This software-based application
with the support for SIP and VXML-based standards has the ability to easily
scale and extend to multiple sites through a distributed architecture. The traffic will significantly reduce on the
Company Wide Area Network (WAN) and redundancy is provided with failover from
one branch or centre to the next available site in the configured architecture.
Moreover, the Presence IVR Software
Module supports the implementation of voice applications based on the standards
based VXML 2.1 and MRCP 2.0 which simplifies the migration of existing
compatible applications without re-engineering whilst securing the investment over
time and eliminating the dependency on vendor or proprietary formats.
Alfredo Gonzalez, Director
of Product Management Presence Technology confirms that this Presence IVR software module
includes TTS / ASR compatible connectors to leading Speech technology vendors
such as Nuance, Loquendo, Lumenvox, Verbio, Voxygen and more offering multiple
options to connect and adapt to any company’s need and budget. Says Gonzalez, “There
are native connectors from leading manufacturers included in this solution to
meet the growing demand for features such as voice biometrics for user
authentication - the Presence IVR identifies a caller by his voice and then captures
sensitive information without the agent being involved”.
Adds Manson, the addition of
these functions can significantly reduce the time to establish details about
the person calling, and in turn, allows the agent to resolve the query rapidly.
This is instrumental in enabling companies to improve their customer
experience, harnessing loyalty and mitigating the risk of losing customers to
competitors due to bad service.”
The Presence IVR Software
Module can be purchased separately from the base Presence Technology Contact
Centre platform and applied on any new or existing solution that supports
standards based SIP. The VoiceXML allows application creation and maintenance independent
of the product.
"Presence IVR has gone
through major improvements that help customers by identifying the caller
through vocal footprint, simplifying PCI with the collection of sensitive data
and, improving the user experience through the use of natural language and the
most modern speech engines in the market,” concludes Alfredo González.
The customer experience is a
key differentiator for most of the South African Companies and through many
years of experience and knowledge of the industry, Jasco is able to address
these issues with effective solutions such as the Presence Technology IVR
Software module to ensure that your Company stays ahead of the game.