Enacomm, a voice processing infrastructure, applications and services provider for call centers, and Call Analytics, have released Virtual Interactive Analyst 3.1.0.
Virtual Interactive Analyst 3.1.0 (ViA) is available as an on-premise solution or software-as-a-service (SaaS) that provides tools for IVR or VRU reporting, monitoring and alerting.
The solution provides real-time reporting coupled with data analytics to reach higher volume processing rates, improved productivity that drives costs down and profits up, and greater customer satisfaction. Using ViA, an organization can increase first call resolution, make informed decisions, and identify trends to improve the customer experience.
"Enacomm enables intelligent interactions with callers to provide an excellent customer service experience," said Michael Boukadakis, founder and CEO, Enacomm, in a statement. "If a caller makes a payroll deposit via an organization's IVR every other Friday, dynamic decisioning, for example, identifies the opportunity to offer the caller enrollment in the organization's direct deposit program based on that repetition. If the caller declines, a week later another direct deposit message is played offering the caller a $5 incentive, motivating the customer to sign up."
With the new 3.1.0 release, ViA can be used on any browser, and reports that are emailed to multiple users can be scheduled to automatically run at specific times and dates. ViA 3.1.0 also offers expanded reporting statistics, such as Average Transfer Duration and Authenticated Calls counters with percentages.
"The number one request from our customers has been to have the capability to schedule and email reports," said David Jackson, president of Call Analytics, in a statement. "We've listened, and now ViA lets users email any ad hoc, customized or standard report on the schedule they desire."
On top of expanded alerting options, the third generation ViA delivers enhanced standard reports including transfers by week and hour, contained calls summaries, authenticated calls summaries and calls by Dialed Number Identification Service (DNIS). Transaction listing, service-type listing and calls by ZIP Code are counted among the new standard reports in the latest version.