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.
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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.