Intelligent, Personalised Self-Service.

MESSAGEmanager Speech Enabled Voice Response makes it easy to develop and deploy cost effective services and solutions that improve customer satisfaction, drive revenue and lower costs.

MESSAGEmanager supports a range of voice and call processing applications including Interactive Voice Response (IVR), Call Routing, Escalation, Information Lines, Hotlines, and Call Centre Integration and seamlessly integrates self-service applications with customer interaction channels such as SMS, Presence and Fax.

		Benefits Responds promptly and accurately every time a customer calls 24 hours per day. Consistent customer experience across all communication channels. Reduced phone workloads and costs. More responsive and efficient customer care. Improves service and lowers costs by automating and connecting phone calls. Enables frontline staff to respond more quickly to calls and provide a higher level of service.

VoiceXML Compliant A telephone interface to your website. MESSAGEmanager utilises VoiceXML to integrate telephony with web self service to provide the same information and services over the phone as through a web browser. VoiceXML (a World Wide Web Consortium (W3C) specification) allows interaction between a caller on a telephone and a Web or Business Server. Communication between voice applications and the VoiceXML interpreter is similar to the desktop web browser model. VoiceXML makes the speech platform a browser that communicates with the Web application over HTTP. The only difference between what the Web would show and what VoiceXML would tell a caller is limited to presentation. VoiceXML allows for significant reuse of programming and business logic built for web interaction. User calls VoiceXML server. Answers call, fetches documents at designated URL. Converts to speech using TTS and VoiceXML Interpreter. MESSAGEmanager supports all VoiceXML 2.1 tags and JavaScript using native Microsoft XML and scripting engines.

Speech Recognition

MESSAGEmanager accurately and reliably recognises words and phrases to provide an engaging, helpful natural interface that serves callers quickly, efficiently and consistently.

Speech Recognition delivers the highest accuracy in the largest number of languages and dialects and is highly flexible, automatically adapting to different acoustic environments to improve accuracy, including noisy environments, cell phones, and Voice over Internet Protocol (VoIP).

Text to Speech

Provides natural sounding automated voice that can be used effectively to create dynamically generated prompts for customer data and replace pre recorded prompts.

Speech Enabled Call Routing

Callers can request a name, place, service or department.

MESSAGEmanager Speech Attendant immediately transfers the call to the appropriate party without using an operator.

Call Routing automatically synchronises with Active Directory or Domino Name and Address Book so you do not have to manually update the database each time an employee joins, leaves or changes extension numbers.

Recognition grammars, automatically constructed by the system, enable the Speech Attendant to ‘know’ what names are valid. These grammars are based on details retrieved from the corporate directory.

Escalation

Ensures no call is left unanswered.

Any message not retrieved within a specified time is automatically escalated by SMS or telephone call to the next nominated person to fulfill the task.

Rules can be scheduled for after hours, business hours during holidays.

Professional Services

MESSAGEmanager Solutions provides a comprehensive set of services from the early stages of project evaluation to the final training in conjunction with partners and third-party consulting firms.

Virtualisation

Can be deployed in Virtual Environments.

Administration

• Details of voice channel and mailbox usage.
• Administrators can easily add their own report as all data is accessible via SQL commands.