SoundBite

SoundBite's on-demand automated voice messaging solutions enable organizations to achieve their customer communications goals in a cost-effective, efficient manner through the delivery of automated, professionally recorded voice messages. SoundBite's solutions are used for a variety of collections, customer care, and marketing processes and help organizations to increase revenue, enhance customer service and retention, and secure payments by improving customer contact processes.

SoundBite's award-winning automated voice messaging solutions allow organizations to:

• Deliver timely, high quality voice messages to large volumes of customers in a cost-effective manner
• Improve response rates by using automated voice messaging as a substitute for, or a supplement to, existing communication methods
• Increase revenue, enhance customer service and retention, and secure payments in a more timely fashion
• Increase the productivity of your contact center agents by turning cold, outbound calls into warm, inbound calls
• Enable agentless interactions via inbound and outbound channels
• Reduce your operational costs with an approach that is less expensive than other modes of communication and can be implemented in a much shorter timeframe.

SoundBite offers flexibility in messaging and scripting options, including:

• Pre-recorded outbound messages: These are simple one-way messages that deliver a scripted alert or reminder.  They are not interactive but rather informational and do not require an immediate customer response. Service appointment reminders are a good example of pre-recorded outbound messages.
• Direct connect to live agent: Sometimes you need to drive agent conversations, but you want to avoid non-productive manual dialing. In these instances, you can use outbound interactive voice messages to identify the right party and then automatically direct connect the call to a contact center agent. These messages are very effective for renewal campaigns, credit card balance transfers, and large balance overdue payments. They help improve contact center effectiveness and agent utilization by delivering warm inbound inquiries—or right-party debtors in the case of collections—to your contact center staff
• Agentless IVR transactions: These voice messages are automated, two-way communications that enable customers to complete an agentless transaction through a self-service interactive voice response (IVR) system. The script confirms that the right party has been reached before transferring the call to the IVR. Typical agentless transactions including updating account data, account payments, and appointment scheduling.

Enterprise Manager:
Organizations gain enhanced visibility and control across the enterprise, including geographically distributed contact centers and remote/home agents.  This gives organizations control over best practices and compliance rules to ensure consistent communications and to mitigate risk.

Automated Right Party Verification:
Rather than use live agents to verify that they've reached the right party, the SoundBite script automates this process. As a result, agents only spend time talking to right parties, thus increasing agent productivity and reducing contact center expenses.

Direct Connect to the Contact Center:
SoundBite allows the recipient of the automated voice message to Direct Connect back to a contact center to speak with a live customer service representative (CSR) or agent.

Real-time and contact history suppression:
SoundBite reduces unnecessary contact attempts by preventing numbers and emails from being contacted when added to a suppression or exclusion list.

Dynamic Answering Machine Detection:
SoundBite's patented answering machine detection automatically detects whether to hang up on an answering machine for each contact attempt, depending on when last message was left. With 98% accuracy, this process provides control over the frequency of messages left, making it easier to follow regulations or company policy.

Regulatory Compliance and Data Security:
We are the only provider who is both SAS-70 and PCI compliant.  PCI Data Security Standard (PCI DSS) is a key requirement for any service provider to process, store, or transmit cardholder data.  Our SAS 70 audit report ensures that practices are in place to safely protect our clients’ customer data.

Compliance Management:
Clients can use this feature to enforce regulations by specifying allowed contact hours per state for each day of the week.

Call Forecasting:
Real-time hourly data on anticipated future call attempts is provided for each call pass and sub-campaign. This allows call center managers to more accurately allocate call center resources based on fluctuations in calling patterns and responses.

SoundBite Inbound IVR:
In addition to placing outbound telephone calls, SoundBite can also accept inbound calls. Any SoundBite campaign can be configured with a unique inbound toll-free number. When a user calls in, he or she can interact with the automated SoundBite script. A SoundBite inbound number may be used as part of an outbound campaign (i.e. a callback number), or as part of an inbound-only campaign. The inbound callback number can be used to implement either Direct Connects to the call center or agentless transactions, such as automated payments, account balance inquiries or order/delivery status.