Convergys, a provider of relationship management services, has launched version 6.0 of Intervoice Voice Portal, and has introduced its new application creation environment – Interaction Composer.
With Intervoice Voice Portal 6.0 (IVP 6), clients are expected to create personalized speech services, leveraging a set of rules and policies that can be easily constructed by integrating with the Convergys dynamic decisioning, said Convergys.
This new version of IVP provides universal access to the audience of mobile device users. Interaction Composer is an Eclipse-based integrated development environment (IDE) for building, deploying, and managing applications with a drag & drop components and extensibility framework that enable both call center programmers and IT developers to develop complex voice or multimodal applications.
Interaction Composer enables the development of applications that allow callers to perform tasks simultaneously or interrupt tasks with new requests, and then resume tasks where they left off. Interaction Composer application runtime leverages the world wide web consortium (W3C) specification for State Chart eXtensible Markup Language (SCXML). Intervoice uses SCXML as an extended application notation that enables combining call control functionality with voice interactions and mobile phone screen pops, as well as other types of message-oriented interactions such as SMS, to provide an information-rich, multi-channel and multimodal contact center experience for the caller.
According to Convergys, with IVP 6, clients can also create personalized applications by leveraging Convergys dynamic decisioning solution, a software product that includes both a set of tools and a policy engine. When building a speech application with IVP, developers can create a set of policies or rules that can trigger personalized interactions for end users based on existing customer data. The use of dynamic decisioning solution with IVP brings an enhanced level of customer service by enabling applications to automatically respond to changes in a customer’s profile in real time improving each customer’s self-service experience. The combination of these products enables enterprises to reduce time to market and costs associated with deploying personalized self-service applications.