SoundBite Communications Launches SoundBite 5.0 for Telecommunications
Platform Enables Carriers and Broadband Companies to Increase Contract Renewals, Prevent Customer Churn, Collect Debt Faster, Generate New Revenues
SoundBite Communications, the leading provider of OnDemand Customer Communications™ solutions, announces the availability of SoundBite® 5.0 for Telecommunications, a Web-hosted solution built on SoundBite’s patented interactive voice messaging (IVM) technology platform and designed specifically for telecommunications companies. Leveraging SoundBite’s extensive experience working with leading wireless and wireline carriers, cable and broadband companies, competitive local exchange carriers (CLECs), and regional Bell operating companies (RBOCs), SoundBite 5.0 for Telecommunications allows these organizations to rapidly reach their customers with timely, personalized communications and empowers those customers to respond immediately. In addition, companies benefit from “pay as you go” use; no hardware or software installation; automated, real-time access and management of campaigns; rapid campaign implementations; and high response rates.
SoundBite has a deep understanding of telecommunications companies’ customer service and marketing campaigns, and delivers millions of customer calls each month for a variety of these initiatives. SoundBite leverages this background to provide industry best practices, calling strategies and professional services, on top of the company’s established IVM platform, to ensure a significant return on clients’ campaign investments.
For example, a mobile communications company worked with SoundBite to encourage existing customers to renew their wireless service contracts at the company’s retail stores. Utilizing SoundBite’s platform, the company saw traffic in multiple stores increase 10 to 15 percent within 72 hours of initiating the campaign. Also, customers who received the SoundBite call made additional purchases when they renewed their contracts at the store. In addition, a major telecommunications provider using SoundBite for collections saw collected revenues increase two times more than the existing method of live agent outbound calling. The campaign was also completed in a quarter of the time typically required by live agents.
“From contract renewals, welcome calls and winback programs to collections initiatives, proactive customer care and upsell and cross-sell promotions, we use our expertise to provide the best practices for successful telecommunications campaigns,” said Peter Shields, president and CEO of SoundBite Communications. “Our vast telecommunications experience allows us to deliver the most effective calling strategies, coupled with the strength of our IVM platform, to maximize response rates, reduce customer churn and improve call center efficiencies. Our platform and services have enabled companies to generate often higher response rates than direct mail and other customer communications vehicles, at a fraction of the cost and time, while freeing call center agents to handle the qualified calls delivered by a SoundBite campaign.”
SoundBite 5.0 for Telecommunications Features
SoundBite 5.0 for Telecommunications’s new features enhance the real-time execution and administration capabilities for all interactive campaigns within an organization. Those enhancements include the following:
• OnDemand Blended Suppression – a phone number or a group of phone numbers can be blocked from being called during a campaign.
• OnDemand Enterprise Support – organizations have the ability to create, manage and report on their SoundBite campaigns on a company-wide basis.
• OnDemand Campaign Management and Reporting – companies can manage calling campaigns over the Web, in real time, as well as obtain real-time results.
The platform also includes industry-leading answering machine detection, which eliminates hang-ups on a live person and clipped messages on answering machines. The Direct Connect feature gives call recipients the option to connect directly to a live agent, and the Load Balancing™ feature allows outbound calls to be automatically adjusted to control the influx of inbound calls to the call center.
SoundBite 5.0 for Telecommunications also enhances companies’ call center effectiveness by automatically capturing information to complete transactions, and enabling screen-pop and whisper functionality to improve agent efficiency. This helps make the most productive use of agents’ time by delivering qualified inbound calls to the agent. The platform can also integrate seamlessly with existing call center infrastructure such as Automatic Call Distributors (ACDs) and customer relationship management (CRM) to create an end-to-end customer interaction management solution.
About SoundBite Communications, Inc.
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.
SoundBite is a registered trademark of SoundBite Communications. OnDemand Customer Communications and Load Balancing are trademarks of SoundBite Communications.