![]() The entire endeavor “was really a customer response thing,” Breeden explains. ![]() It also integrated Skype into its phone system and, should customers dialing into the company get disconnected while navigating the IVR menu, LiveAir Networks provides a toll-free number for them to call back. In addition, through its SIP connection LiveAir was able to create local numbers in each area code where it serves customers. Once service tickets are created, they are logged and tracked using Zendesk’s hosted service request tracking system. LiveAir Networks also worked with Zendesk, which uses the voicemail-to-text feature to create trouble tickets and assign service reps to the problem. “Voicemail-to-text is a great feature for anyone looking to optimize their time.” PhoneTag V2T is the perfect addition to the current suite of features available,” said Karl Brown, vice president of marketing at Ditech Networks, in a statement. “OnSIP is a robust and feature-full service for businesses looking for a reliable phone system. “OnSIP already sends voicemail to email, it seemed natural that we could forward the OnSIP voicemail email to PhoneTag for transcription.” “We found had an easy integration with our OnSIP network, and it kind of fit right into our existing workflow,” Breeden recalls. WAV file should they choose to listen to the voicemail. Along with the transcribed message, LiveAir Networks employees also can receive an attached. As an existing OnSIP customer, LiveAir Networks was able to sign up for the PhoneTag V2T service and, following a simple set-up process, employees could receive their voicemail messages in text form directly in their email inbox. The move to the OnSIP platform had been precipitated by a lightning strike at one of LiveAir Networks’ operations centers in the winter of 2008 that knocked out service to many customers.Īnd when Junction Networks announced a new partnership in mid-July with Ditech Networks to bring PhoneTag Voicemail-to-Text (V2T) service to OnSIP customers, LiveAir Networks was all too happy to sign on. “It worked very well for us, and we kept it on when we made the switch.” “We’d been doing business with Junction Networks early on,” Breeden says. OnSIP is a business-class phone service accessed over the Internet designed for companies with five to 100 employees.Īs its trunking service provider, Junction Networks had already been providing LiveAir Networks with OnSIP, so moving to the company’s hosted VoIP PBX service seemed like a natural progression. It turned to Junction Networks, one of the largest providers of hosted Voice over Internet Protocol (VoIP) services to small and midsize businesses, to integrate its OnSIP VoIP applications with interactive voice response, call routing, and attendant menus. ![]() To solve this problem, LiveAir Networks engineered a custom call routing solution to integrate calls into a digital workflow. “We did not want everyone to have to use their computers to deal with us.” “Things were falling through the cracks left and right,” Breeden says. Though the target for initial response was four hours for most requests, actual response times typically fell between 24 and 72 hours. One of LiveAir Networks’ main problems was that while customers submitting online requests were being serviced almost immediately, telephone calls requesting service were often lingering in a central voicemail system for days-awaiting retrieval, manual transcription, creation of corresponding trouble tickets, and routing to the appropriate personnel. But its customer service was another matter: In fact, the Smithville, Texas-based firm’s CEO, James Breeden, deemed the call handling experience for both new and existing customers “unacceptable.” LiveAir Networks has always prided itself on providing top-notch broadband Internet voice and data services to homes and businesses within three rural central Texas counties. Speech Technology Magazine's Reference Guide.Speech Technology Case Studies and Market Spotlights.Translation/Globalization/Localization Services.Speaker Identification and Authentication.Natural Language, Machine/Cognitive Learning.
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