DCC Launches Its Newest Product Suite
Franklin, Tennessee - DCC (Dialogic Communications Corporation), the cable and telecommunications industry’s leading provider of interactive voice response (IVR) technology, is expanding its reach across the market with the release of its new Frontwave™ product suite. Encompassing a proven IVR platform, CTI, Web Response, Speech Recognition and Reciprix™ (an innovative messaging tool), Frontwave allows contact centers of any size to take advantage of the latest call processing technology.
Anchored by the proven IVR platform of its predecessor, ARU3™ Next Generation IVR, Frontwave’s Windows™-based application has been the premiere choice for contact centers in the cable and telecommunications industry since 1987. “ We feel the experiences we have gained in this highly competitive industry will benefit any contact center in meeting its customer care objectives,” says Chuck Minor, DCC Vice President of Sales.
Coupled with the IVR platform, CTI can easily be integrated to deliver caller information to the computer screens of customer service agents. Web Response provides yet another way for companies and customers to communicate, allowing individuals to access account balance information, order special events or confirm scheduled service appointments online, 24 hours a day, from the convenience of their own homes and offices. The Speech Recognition component, enabled through a partnership with SpeechWorks International Inc., enables Frontwave to
compete with high-end providers without forsaking its cost-efficient goals.
Frontwave also boasts a one-to-many communication tool called Reciprix. Whether used for surveying, emergency notification or important message delivery, Reciprix delivers important information to using virtually every available communications device (phone, pager, PDA, etc.), based on individual media preferences, and includes a comprehensive response feature for true, “closed loop” communications. “The true benefit of Frontwave’s Reciprix application is faster,
more informed decision-making through dynamic communication and feedback,” touts Minor.
While IVR technology is not new to the cable and telecommunications industry, DCC believes that Frontwave’s CTI, Web Response, Speech Recognition and Reciprix messaging will enable home entertainment providers to achieve as much as 50 per cent automation. Calls once estimated at 2-3 minutes to process will be reduced to an average of 30 seconds to 1.5 minutes in length. With Frontwave from DCC, contact centers of any size will be able to address
subscriber and technician needs automatically with the latest call-processing technology, saving
both time and money for customers and companies alike. The company plans to port its Frontwave product suite over into other unannounced markets during 2003.
| Contacts: |
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Lorin Bristow
VP, Marketing, DCC
615.790.2882
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Jim Cheney
Seigenthaler Public Relations
615.327.7999
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