Telephone Self-Service Leader NetByTel Launches Voice-Enabled Survey Solution, Version 3.0
Break-Thru Technology Develops and Deploys Intelligent Voice-Enabled Solutions in Real-Time
BOCA RATON, Fla. (June 19, 2002) – NetByTel, the leader in proven, voice-enabled phone self-service today announced a suite of affordable and intelligent in-bound survey solutions that set a new standard for phone based surveys that listen and understand the callers’ voice, are developed and deployed real-time, and provide valuable information for substantially less costs than paper or live agent surveys.
Uses of the NetByTel Survey Solution are extensive and can be heard at the links below. Examples of solutions include:
Customer Satisfaction Surveys
Applicant Screening Surveys
Employee Satisfaction Surveys
Quality Assurance Surveys
Polling Surveys
The problem is well understood. Phone surveys are expensive to administer and web surveys only reach the on-line world. The NetByTel Survey Solution, Version 3.0 is extremely versatile and allows clients to design, develop and deploy their own voice-enabled surveys via a web based interface.
As examples, a call center executive can affordably and quickly create a Customer Satisfaction or Quality Assurance Survey to ask customers if they were satisfied with the service they just experienced and get the results immediately via web based reporting. An HR manager can quickly create an Applicant Screening Survey to intelligently pre-screen candidates and capture their name and phone number based on their qualifications. In either example, the caller doesn’t interact with an inefficient and annoying touch-tone system. Instead, the voice-enabled solution understands the callers voice. These voice-enabled phone self-service solutions have been proven with a number of NetByTel clients including ABN AMRO, MicroWarehouse, and Computers4Sure, among others. NetByTel partners with SpeechWorks (NASDAQ: SPWX) for the underlying speech recognition technology used by this new innovative solution.
“NetByTel’s survey solution lets companies encourage and make the most of customer contact,” said Bill Meisel, president of TMA Associates, a speech industry market consulting firm and publisher of Speech Recognition Update newsletter. “voice dialog is one of the few means of interacting with customers that will support collecting a significant amount of information. A phone survey can increase the customer bond with the company by making them feel their voice is being heard and their opinions respected. Past experience has shown that an automated interaction makes the customer more comfortable in expressing their true feelings."
Office Depot (NYSE: OD), the world’s largest seller of office products, has been using the NetByTel Survey Solution for Employee Satisfaction Surveys and for Customer Satisfaction Surveys that augment their call center monitoring by collecting customer feedback on the service they just received.
The NetByTel Survey Solution provides:
Client control with a web-based interface for easy application creation and management
Intelligent branching that can route the caller to specifically tailored questions or a live agent based on the callers response
Immediate information feedback via real-time, web-based graphical reporting system
Application flexibility for on-going changes and creation of new surveys by the client
“Our hosted voice-enabled Survey Solution was designed to allow our clients to quickly, easily and affordably obtain the information they need to run their business”, said NetByTel President/CEO, Leon Garza. “It’s a big leap over traditional surveys that can cost upwards to ten to twenty dollars per survey, take weeks to develop and weeks to obtain the information. By the time the survey data is completed, the data may no longer be relevant.”
NetByTel’s Survey Solution is extremely versatile, allowing marketers, quality managers and others to create intelligent surveys that understand a variety of questions including yes/no, single or multiple choice, satisfaction ranking. The system also supports open-ended responses that record the caller and can be played by the client via standard multi-media players.
About NetByTel*
NetByTel® is the low risk, industry-leading provider of proven voice enabled telephone self-service solutions that reach, serve and sell the call-in customers for its enterprise clients for a fraction of the cost of real agents. Developed and deployed with NetByTel`s application technology platform, NetByTel`s turnkey solutions are serving millions of call-in customers and benefiting its clients with reduced operating costs, increased average order sizes and improved customer service. NetByTel has won numerous industry awards, including the Call Center & CRM Solutions Best Speech Product, Frost and Sullivan`s Business Strategy Award and PC Magazine`s Innovation in Infrastructure Award. For more information, visit the Web site at www.netbytel.com.
*NetByTel the NetByTel logo and NetByTel Connected are trademarks of NetByTel.com, Inc. All other products or services mentioned are the property of their respective holders.
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