Outbound Call Center Featured Article

VoltDelta Exec Talks 'Tractor-Trailer' Call Handling Capabilities, IVR at SpeechTEK

By Tammy Wolf
TMCnet Web Editor

When it comes to handling exceptionally high call volumes for carriers, call center solutions leader VoltDelta (News - Alert) offers solutions equipped with unmatched scalability and reliability.

To put it into perspective, among a busy highway of small cars, VoltDelta would certainly be the “tractor trailer,” Stephen Chirokas, vice president of business development for VoltDelta, told TMC (News - Alert) in a clever anecdote at last week’s SpeechTEK 2011 conference in New York City.

While VoltDelta boasts five business units delivering on-demand customer care to enterprises and service providers, residential, business and government contact data for direct marketing, and IT outsourcing to global organizations, it’s certainly renowned for its virtual contact center and voice self-service solutions.

VoltDelta’s DeltaTouch OnDemand platform, in particular, has enormous international reach and the ability to scale up to 2.4 billion calls per year for mid- to large-size contact centers, thanks to carrier switches dedicated specifically to testing and two DMS-100s. In addition, the company relies on its own technology in order to more effectively manage distributed contact centers, optimize agent performance and engage callers with exceptional voice recognition.

“What makes us different from many in our space is that we have contact center solutions on-demand, IVR, etc., as our own technology,” Chirokas told TMC. “This allows us to provide more seamless customer support.”

According to Chirokas, the company has been directing a lot of its focus to the IVR side, particularly with its 511 system, a speech automation solution currently in place in New Jersey that delivers up-to-date traffic information via phone, the Web and automated road signs.

This technology extends beyond the highway and into parking, as VoltDelta also provides the back-end system for Parkmobile’s e-parking service that currently exists in major cities, including Grand Rapids, Mich., Washington, D.C., and Honolulu, Hawaii.

Using speech recognition technology from VoltDelta that recognizes a meter zone number, the solution eliminates the need to punch numbers into a phone manually, which often requires a person to shift their attention away from their surroundings: a significant safety risk in some urban areas. Frequent users of Parkmobile can then track their parking usage via personalized online account pages. In addition, the e-parking system is designed to send text messages to individuals once their time is up, which, of course, eliminates the necessity for users to carry around spare change.   

While the company has surely found its niche in the call center market, VoltDelta is looking to expand upon opportunities that come along with mobility and location-based services. “We’re not just providing great customer care, but we will be doing so with intelligence from mobility,” said Chirokas. “The next big thing is being able to intelligently make sense of all this data available to you. So, we’re looking to add apps that leverage that intelligence.”

So, what’s VoltDelta’s secret to success? “We don’t outsource our core components. It’s all ours, and it makes us able to react to market dynamics quicker.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.