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 offers flexibility in messaging and scripting options, including:
SoundBite's highly personalized calling and messaging solutions reach contacts faster and more effectively than any other contact alternative. SoundBite's 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's Voice Messaging Solution includes many robust features to setup, implement and manage your calling campaigns:
Web-Based User Interface
SoundBite's web-based interface is easy to use and provides simple navigation across campaigns, sub-campaigns, and call passes.
Integration with Existing Infrastructure/Systems
SoundBite enables you to leverage your current infrastructure by interfacing with your current IT and telephony environment, as well as your systems of record, such as your collection management system, CRM solution or customer database.
Enterprise Manager
Real-time visibility into all of the campaigns running across your entire organization is provided from a single enterprise control panel. Customer campaigns that are deployed across multiple call center locations can be shared and accessed with a single view.
Answering Machine Detection
SoundBite's highly accurate answering machine detection means that there will be virtually no hang-ups on a live person. With nearly 98% accuracy (the highest in the industry), a campaign can be created with the option to leave an answering machine message if the call does not reach a live person.
Contact Lists
All of your contact lists can be easily uploaded and managed through SoundBite's easy-to-use web interface. They can also be uploaded and accessed through our automated, secure data integration interface.
Scripts
An unlimited number of calling scripts for a wide variety of outbound, inbound and blended campaigns can be easily managed via the SoundBite application. Scripts can be easily modified and repurposed over time.
Automated Right-Party Verification
Called parties can be verified without any agent intervention. This is often achieved by having the recipient confirm his/her name, or by entering the last 4 digits of his/her social security number or other qualifying data.
Direct Connect to the Call Center
SoundBite allows the recipient of the automated voice message to Direct Connect back to a call center to speak with a live customer service representative (CSR) or agent. SoundBite also enables “screen pop” messages to provide the CSR with information about the caller's identity.
AutoManageTM: Virtual ACD
Campaign performance can be monitored and controlled to adjust the pace of outbound calls made based on various factors to balance the flow of inbound calls. These factors include agent availability, average talk time, and average ring and hold times. This optimizes agent utilization, ensuring that call center agents are kept busy with inbound calls, but not overwhelmed.
Campaign Strategy Manager
Campaigns can be easily created, launched, and managed through a variety of features that yield high results. These include: multi-pass campaigns, call pass escalation, contact ordering, and campaign templates.
Multi-Pass Campaigns
Multiple, overlapping passes through a call list can be easily defined with minimal configuration. Call pass parameters can be based on the results of contact attempts from prior passes.
Call Pass Escalation
Multiple contact devices can be attempted during call passes. Each call pass can specify its own rules for which phone number to use, such as a home phone, work phone or mobile phone.
Contact Ordering
The order in which to call customers on a list can be specified within each time zone. Various ordering strategies can be implemented based on the assumption that some contacts are of higher value or are more likely to be reached if called at a particular time.
Campaign Templates
Campaign strategies and associated parameters can be saved as templates, which can be used whenever a new campaign is setup. This eliminates the need to re-specify all of the parameters for each new list being contacted.
Call Forecasting
Real-time hourly data on anticipated future call attempts is provided for each call pass and sub-campaign.
Real-Time Number Suppression
This feature removes one or more numbers from a calling list, even if they are part of a campaign that is already running.
Real-Time Reporting
SoundBite can export campaign reports at any time during or after a campaign in a variety of formats. The reports contain details on call attempts, contacts reached, messages delivered, and bad phone numbers, which helps with skip tracing.
SoundBite Inbound
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.
SoundBite is a fully hosted, web-based Application Service Provider (ASP). We provide the equipment, manage the co-locations, ensure data security compliance with SAS 70, negotiate the telephony agreements, provide for disaster recovery, and deliver 24x7 reliable campaign delivery services.
SoundBite Solution:
World-Class Reliability and Redundancy
SoundBite maintains numerous multi-server clusters of telephony and voice infrastructure, distributed over multiple redundant data centers in the US and UK. SoundBite campaigns stay up and running even under less than perfect conditions because of our redundant hardware and software systems, coupled with our redundant connections to telephony and Internet providers.
The SoundBite infrastructure is comprised of hundreds of production servers supporting the platform, with redundant hardware, software, and storage capacity. Our voice network is doubling each year as we add thousands of inbound and outbound phone lines. Our current capacity is millions of phone calls per day and our data center has tripled in size since 2005.
SoundBite's redundant infrastructure, sited at multiple locations, facilitates rapid recovery from network, telephony, and physical disasters. Using database replication, parallel hardware infrastructures, and extensive testing and monitoring, SoundBite is ready for the unexpected.
Data Security
SoundBite has implemented stringent security practices to ensure that all customer data is kept safe and confidential. We adhere to the strictest standards of privacy, and every SoundBite employee is bound in writing to comply with these standards. Only limited operations staff is permitted access to our data centers, and, under no circumstances will your data ever be made available to any third party.
We ensure that all customer data is kept highly secure through:
- Encryption of sensitive data
- Secure transmission
- Audit trails
- Non-shared accounts
- Need-to-know access policies
- Formal incident response
SoundBite has also recently conducted a voluntary external SAS 70 (an international accounting standard) Type 1 audit, further confirming the security and integrity of our control objectives and activities.