SoundBite Communications Enhances OnDemand Customer Communications Platform with AutoManage Call Flow Functionality
Unique Technology Automatically Monitors, Adjusts Call Rates and Other Factors for Maximum Campaign Results
SoundBite Communications, the leading provider of OnDemand Customer Communications™ solutions, today announced that it has incorporated AutoManage™ call flow technology into its hosted, OnDemand interactive voice messaging (IVM) platform. The unique AutoManage functionality dynamically monitors call connection rates, ring and hold times and other campaign call flow parameters, without requiring Automatic Call Distributor (ACD) integration, and automatically adjusts outbound call rates to optimize agent productivity, minimize hold times and increase campaign results.
Broader than load balancing capabilities, through which outbound calls are automatically adjusted to control the influx of inbound calls to a contact center solely according to the number of agents available, the AutoManage feature controls how calls flow during a campaign according to additional pre-defined parameters, taking call flow management a step further for maximum agent effectiveness and customer satisfaction. With the AutoManage functionality, SoundBite’s IVM platform can automatically adjust to specific conditions in real time, without interrupting a campaign.
For example, a rule can be set that if the average time a caller is on hold exceeds 60 seconds, the system will automatically reduce the outgoing call speed. Conversely, a parameter can be defined that if caller hold times fall below 20 seconds, the platform will increase the call speed. The AutoManage rules can be customer-defined or default-based.
“The success of any contact center campaign is always contingent upon the ability to appropriately balance call volume with available agents. SoundBite’s AutoManage call flow feature lets a contact center manager set up specific rules around calls for a campaign and then not have to worry about the constant management of that campaign,” said Peter Shields, president and CEO of SoundBite Communications. “In addition, because we require no integration with a customer’s existing contact center technology, we offer an easy, seamless and immediate way to help our clients ensure that agents are being utilized to their fullest potential and customer satisfaction is increased.”
AutoManage call flow is exclusive to SoundBite’s OnDemand Customer Communications platform, which is an ASP-based, Web-hosted solution that lets companies instantly deliver interactive voice messages to their customers and empowers those customers to respond immediately. The platform provides “pay as you go” use; unlimited personalized calling capability; automated, real-time access and management of campaigns; high response rates; unmatched answering machine detection; the ability to directly connect with an agent; and automated self processing.
About SoundBite Communications
SoundBite Communications is a leading provider of OnDemand Customer Communications solutions. SoundBite enhances the way organizations communicate with their customers through professionally recorded interactive voice messages. Hundreds of Global 2000 companies are rapidly increasing collections, improving customer retention, and cross-selling new services leveraging SoundBite’s ASP platform. SoundBite is headquartered in Burlington, Massachusetts. For more information, visit www.soundbite.com.
Broader than load balancing capabilities, through which outbound calls are automatically adjusted to control the influx of inbound calls to a contact center solely according to the number of agents available, the AutoManage feature controls how calls flow during a campaign according to additional pre-defined parameters, taking call flow management a step further for maximum agent effectiveness and customer satisfaction. With the AutoManage functionality, SoundBite’s IVM platform can automatically adjust to specific conditions in real time, without interrupting a campaign.
For example, a rule can be set that if the average time a caller is on hold exceeds 60 seconds, the system will automatically reduce the outgoing call speed. Conversely, a parameter can be defined that if caller hold times fall below 20 seconds, the platform will increase the call speed. The AutoManage rules can be customer-defined or default-based.
“The success of any contact center campaign is always contingent upon the ability to appropriately balance call volume with available agents. SoundBite’s AutoManage call flow feature lets a contact center manager set up specific rules around calls for a campaign and then not have to worry about the constant management of that campaign,” said Peter Shields, president and CEO of SoundBite Communications. “In addition, because we require no integration with a customer’s existing contact center technology, we offer an easy, seamless and immediate way to help our clients ensure that agents are being utilized to their fullest potential and customer satisfaction is increased.”
AutoManage call flow is exclusive to SoundBite’s OnDemand Customer Communications platform, which is an ASP-based, Web-hosted solution that lets companies instantly deliver interactive voice messages to their customers and empowers those customers to respond immediately. The platform provides “pay as you go” use; unlimited personalized calling capability; automated, real-time access and management of campaigns; high response rates; unmatched answering machine detection; the ability to directly connect with an agent; and automated self processing.
About SoundBite Communications
SoundBite Communications is a leading provider of OnDemand Customer Communications solutions. SoundBite enhances the way organizations communicate with their customers through professionally recorded interactive voice messages. Hundreds of Global 2000 companies are rapidly increasing collections, improving customer retention, and cross-selling new services leveraging SoundBite’s ASP platform. SoundBite is headquartered in Burlington, Massachusetts. For more information, visit www.soundbite.com.