SoundBite Communications Announces Availability Of SoundBite 4.0 Interactive Voice Messaging Solution
Outbound and Inbound messaging combined to provide a single
SoundBite Communications Inc., a leading provider of Interactive Voice Messaging solutions (IVM), today introduced the latest version of its premier customer communications service. It now includes the addition of a full-featured Inbound IVM capability that is combined with SoundBite's advanced Outbound functionality to allow organizations to reach out to their customer base with a unified, interactive communications solution.
The new release, SoundBite 4.0, enables organizations to "close the loop" with customers who are not available or ready to complete an interaction during an initial outbound contact. By calling a toll-free number provided in the outbound message or left on their answering machines, recipients can access SoundBite's new inbound system to hear and interact with the same (or if appropriate, a different) communication at a time convenient to them.
"This represents a huge step forward in our marketplace," said John McDonough, CEO of SoundBite Communications. "Until now companies were basically entering a black hole when leaving messages on answering machines. There was no easy or cost-effective way to track responses from those calls, especially if the call to action did not include a live call center. Now, companies and organizations have a fast, easy and affordable way to interact with a large part of their customer base that has been lost to them in this type of communication."
The benefits of using SoundBite's Inbound Interactive Messaging as part of a campaign:
• Higher response rates and deeper penetration of customer lists by allowing recipients to interact at their convenience.
• Handle inbound calls without the expense of a live call center.
• An inbound call is "opt-in" - someone calls when they are truly interested. Thus inbound calls will be of great value and have a very high conversion rate.
• People who are difficult to reach live can conduct transactions with companies at the time most convenient to them.
• The inbound number can be publicized in other ways in addition to using it in the outbound message. For example, it could be included in a direct mail or email sent to customers. This allows the campaign to reach people that might not otherwise be reachable on an outbound call basis.
• Enhanced campaign reports include results from all calls - outbound and inbound. As a result, companies can now track follow-up to answering machine messages automatically as part of a SoundBite distribution.
All of SoundBite's advanced interactive features that can be used in outbound calls can also be used in inbound calls. These include One Touch keypad response, Just Speak voice recognition, Direct Connect to a live representative, Dynamic Intelligence script branching, Info Capture of personal data and Personal Voice real time scripting. Virtually the same script used for outbound calls can be used for inbound calls. Or an outbound script can be enhanced with additional inbound features. For example, different prompts can be played, and a different scripting path can be taken.
"SoundBite has become a key part of our overall marketing and customer service solution and we're excited about the new features that we will be able to leverage in SoundBite 4.0," said Heidi Riessland, Circulation Manager at PennWell Publishing. "The addition of inbound interactive messages provides us with a powerful new tool to connect with those customers who might otherwise have fallen through the cracks."
SoundBite's new inbound component leads a series of other cutting edge features being introduced in the 4.0 release.
System integration
Whether clients want real time, event-based interactions, Computer Telephony Integration (CTI) or Automated Call Distribution (ACD) with their call center, or to simply automate the preparation and initiation of their campaigns, SoundBite's calling platform can now make it happen.
E-mail follow up
Now companies can automatically send a personalized follow up e-mail associated with each SoundBite call. E-mails can range from general information to personalized confirmations or invoices for transactions. Further, SoundBite can ask the call recipient for an appropriate e-mail address and then capture it through speech-to-text technology, or verify an address that the client company has in its records.
Credit card capture
In addition to the standard capabilities of data verification and capture (e.g.: name, address, etc.) SoundBite 4.0 can capture credit card information to facilitate payment transactions.
Enhanced client control
While SoundBite continues to offer full service campaigns from creation to execution, the 4.0 release provides a sophisticated level of access and control with an easy to use web interface and dial-in script creation that enables clients to choose the option of constructing and managing complex communications campaigns on their own.
Proprietary ROI calculator
SoundBite clients not only have immediate and real time access to campaign results, now they can easily perform ROI analyses to determine the financial benefits of using IVM, including how this medium compares to other communication methods.
International access
SoundBite can now deploy calls internationally, serving a variety of different languages, utilizing its new distribution center in London, England.
Enhanced voice recognition, automated custom report generation, custom data exchange
Contact lists can be uploaded in client-specific formats.
Call escalation
SoundBite can automatically try other phone numbers to deliver the message if the recipient is not available at the originally called number; this is particularly important for emergency-related communications.
"SoundBite 4.0 represents a major move forward for organizations trying to communicate proactively with their customers and constituents," said Kim Roman, President of Taylor Consulting, a marketing agency with corporate and non-profit divisions. "With dramatic improvements in the ability to automate information capture, the addition of inbound interactive messages, system integration, support for international campaigns and additional self-service capabilities, SoundBite is bringing to the market the most complete and effective automated interactive voice messaging service available that delivers rapid, measurable return on investment."
SoundBite's IVM solutions allow organizations to conduct high-ROI interactive communications campaigns that deliver measurable results and gather important customer information while reducing costs in contact centers and marketing and service departments. SoundBite's clients are using the sophisticated technology to communicate with and serve their customers in a faster, more cost efficient manner with such applications as delivery confirmations, premium renewals, payment reminders and customer satisfaction surveys.
SoundBite provides expert scripting services and professional voice talent to assist clients in developing the most effective communications possible for both customer service and marketing initiatives. Response rates are maximized because SoundBite's advanced technology recognizes the difference between a live respondent and an answering machine, allowing an appropriately customized message to be sent in either case.
SoundBite 4.0 is available immediately from SoundBite Communications and through its network of channel partners.