In further development of what is a growing industry,
voice-to-screen messaging services provider SpinVox has entered the
unified communications (UC) services market with SpinVox
CallMail for Call Centres.
SpinVox’s UC services will be centred on its core Voice Message
Conversion System (VMCS). VMCS enables voice messages to be
converted to text and then delivered as an email on PC or PDA or as
an SMS to a mobile phone screen. All bring voice and data together
at one point and allow audio to be captured and delivered.
SpinVox UC is provided as a fully managed service and is
tailored specifically for call centres that deal with the challenge
of unpredictable call volumes. When a caller is unable to be put
through to an agent they are automatically invited to leave a
message and informed it will be turned into text. This output can
then be routed to a specified email address, with an audio file
being sent along with text.
SpinVox believes that call centres will derive a number of
business benefits from use of the service such as an enhanced
ability to capture and process customer messages; fewer staff
needed to handle peak call volumes; the guarantees of that customer
voicemails will be responded to within specified timelines.
Furthermore, SpinVox says that there are storage and
business intelligence benefits from converting calls that need
to recorded into text. Voice files are typically very large and the
data is unstructured, the opposite case with text, said Phil
Marnick, SpinVox CTO. HE said, “What we’re seeing is that once the
people have that data [in text form] you can search it more and
direct it to the right department and use your business process and
logic on that data. You couldn’t do that with audio files.”
Marnick believes that the product fits in with the prevailing
trend towards UC. He says, “Corporations are asking how they can
get to people no matter where they are, so for us combing with desk
phones and everything else and then deliver [that] information back
to them via a SMS or email or to a web page just means that you can
integrate everyone’s communications means right into a single
delivery method.
“When they get information back…they can then build it into the
processes they have within the organisation. We can add value to
what others are doing by working with them and delivering
[information] throughout the enterprise.”
To make it work efficiently though, Marnick revealed that the
challenge is to make sure that the UC solution is fine-tuned for
the specific enterprises that it is intended for, integrated fully
with company servers and platforms that are being used.