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Archive for May, 2015

12 IVR Design Tips to Keep Your Caller’s Engaged

Posted on: May 13th, 2015 by Nimblevox

Design for the majority – Consider the most likely route most callers will take and optimize for that path when possible. Callers should not be forced to listen to information that only a few will benefit from.

  • Design to the caller’s mental model – Avoid designing based on internal business rules; instead design according to how callers will think and perceive the tasks. Avoid the use of company jargon.
  • Choose the appropriate persona –The focus should be satisfying the caller’s needs and matching the desired image of the business rather than drawing attention to the speech application.
  • Greeting – Get to the point quickly: Callers rarely listen to up-front information as they are focused on completing their task. Avoid unnecessary verbiage such as “For faster service, visit our Web site at ….” or prompting the caller for touch tone.
  • Keep verbiage as brief as possible – If you can remove a word without affecting meaning, remove it. Value the caller’s time and attention span.
  • Keep menus short and consistent– Limit the number of menu options. Callers can easily process three to four items because of Human Cognitive Load (aka short-term memory).
  • Offer “operator” when needed – Do not offer “0” or Operator as the last option in an initial menu. Instead, offer the option when it’s clear the caller is having trouble (multiple reprompts in the same dialogue section, etc.).
  • Don’t ask, simply give – Deliver frequently requested information automatically. (Example: Account balance after log in.)
  • Give callers time to respond – When providing information, pauses should be used effectively to allow callers to consider what they have just heard before they proceed. If they haven’t responded after a few seconds, provide more information.
  • Limit the input attempts – For simple prompts (such as a “yes/no” question), only 2 attempts should be needed (the initial prompt and 1 retry prompt). For more difficult prompts (such as account numbers), 3 attempts should be allowed (the initial prompt and 2 retries).
  • Limit “help” – Prompt for “help” only if you are actually offering additional helpful information. (Example: Where to find a routing number.) If “help” is used, it should either provide the option to return to the main menu or be transferred to an agent.
  • The caller is not at fault – Provide graceful error recovery that places the blame on the system, not the caller. (Example: “I didn’t understand, please say…” as opposed to “That is not a valid entry….”)

IVR and Billing Products Enhance NewNet Communication Technologies Competitive Offerings

Posted on: May 13th, 2015 by Nimblevox

By Rachel Ramsey, TMCnet Web Editor

Sit on the business side of a phone call — the receptionist’s or agent’s side — and you will  quickly understand just how repetitive phone calls can be. Take a doctor’s office, for example. After a few hours of answering phone calls, you realize the majority of patients are calling about appointments, many are calling about prescriptions, a handful are calling about insurance and the rest are calling about miscellaneous items, like post-procedure questions and follow-up inquiries. This is when an interactive voice response (IVR) system would come in handy. It can help route calls to the right people and, in this case, ensure that the receptionist can have more time for in-person interactions, paperwork and those phone calls that benefit from personal attention.

The Nimblevox platform is a hosted IVR solution that may be customized by anyone who wants to develop, deploy and manage voice applications, SMS campaigns and telephony services in the cloud. Turning to the cloud for IVR applications offers benefits such as scalability, quick deployment, ease of experimentation, business continuity/disaster recovery and cost reduction.

The Nimblevox engine enables users to develop cutting edge communications applications and manage them easily via a web-based administration console. It provides advanced IVR features for outbound calling campaigns, ringless voicemail, conferencing and audio streaming, and offers lower total cost of ownership, allowing users to bring voice and SMS applications to market faster with less risk.

Earlier this year, Skyview Capital acquired the Nimblevox products through its portfolio company, NewNet (News – Alert) Communication Technologies, to offer its customers an even broader range of communication solutions expanding its next-generation mobile, fixed line networks, signaling, messaging and transaction processing solutions.  Nimblevox enhances NewNet’s product offering with its inherent SIP and VoIP capabilities.

The acquired Interact portfolio also offers Invigorate, a real-time convergent billing system that delivers real-time rating and discounting, bill shock prevention, rate management and subscriber management for mobile operators. It’s engineered to meet the needs of operators in today’s ever changing and competitive environment. Invigorate may also be deployed as an adjunct rating service, so new features can be added to an existing billing/rating infrastructure without impacting the core rating engine. Together with Nimblevox, Invigorate enables NewNet to help organizations worldwide improve their global communications.

“We have identified opportunities in the IVR and mobile charging and rating markets,” said Kutluk Uslu, SVP and general manager, Interact Business Unit. “The addition of Interact’s Nimblevox and Invigorate products to the NewNet product portfolio enables us to address these markets and provide IVR and billing solutions to service providers, enhancing our competitive position and accelerating our commercial growth.”

The acquisition broadens NewNet’s product offering to telecom carrier clients and includes extended global market reach, mobility and secure transaction products, as well as total integrated speech applications and a solid company foundation.

“The Interact suite of products complements our NewNet Messaging and Secure Transactions business lines. They help our carrier and enterprise customers better reach and serve their client bases. NewNet is actively looking for additional businesses to add to its product portfolio,” said Matt Thompson, SVP Corporate Development, NewNet Communication Technologies.

NewNet CEO, PJ Louis says, “Our Interact unit allows NewNet to provide useful tools to help enterprises bill, contact, and service their customers.”

View the original TMCnet.com article here.

Skyview Capital Completes The Acquisition of Interact Inc. Through Its Portfolio Company NewNet Communication Technologies

Posted on: May 13th, 2015 by Nimblevox

Arlington Heights, IL March 8, 2013 — NewNet CommunicationTechnologies, LLC, a wholly-owned Portfolio Company of Skyview Capital, and a global leader in mobility technologies with a primary focus in messaging, signaling, wireless broadband, consumer internet, multimedia content delivery, mobile advertising, and secure transactions announced today its completion of the Interact Inc. acquisition.

Interact Inc.’s high performance, hosted or customer premise installed Interactive Voice Response (IVR) solutions and their realtime charging and rating engine improve global communications in over 30 countries worldwide, reaching over 80 million end users. Interact’s products coupled with NewNet’s TraxcomSecure and Mobile Messaging technologies expand its product portfolio. Nimblevox, Interact’s Cloud Communications solution allows companies to bring voice and SMS applications to market in a shorter timeframe, without writing a single line of code. Nimblevox enables operators to develop cutting-edge communication applications that are hosted in the cloud or installed at the customer premises. Interact’s Invigorate product provides a real-time convergent rating
and charging solution, allowing mobile operators to introduce innovative services and creative charging campaigns.

NewNet’s CEO, PJ Louis, said: “We are excited to add the Interact Incorporated solutions to our NewNet product portfolio.” Louis continued, “Interact’s assets are an excellent fit for NewNet, and we believe this transaction will deliver significant business growth for our organization.”

“Interact and NewNet’s customers are the true winners of this acquisition,” said Lynn McKee, the previous CEO of Interact Inc. “The combination of our two organizations’ product portfolios deliver technologies that make business processes happen.”

“Together, both Interact and NewNet’s proven track records in the industry ensure our customers receive world class products and unparalleled support services, enabling them to bring new and innovative solutions to market in a timely manner,” said Greg Gissler, Founder of Interact Inc.”

“Today’s signing announcement marks a new, important chapter in our company,” said Alex Soltani, Chairman of NewNet, and Chairman and CEO of Skyview Capital. “This is a highly strategic transaction, allowing NewNet to broaden its product offering to its blue-chip telecom carrier clients. It provides NewNet with cross-selling opportunities, engineering talent, and innovative intellectual property. It is Skyview’s first deal to close in 2013 and facilitates NewNet’s continued growth.”

About Skyview Capital, LLC

Skyview Capital, LLC, is a private investment firm headquartered in Beverly Hills, California, which specializes in the acquisition and management of “mission critical” enterprises in the areas of technology, telecommunications, business services, and niche manufacturing. By leveraging its operational capabilities and financial acumen, Skyview systematically enhances the long–term sustainable value of the businesses it acquires. To date, Skyview has successfully completed nearly 20 transactions within its target market verticals. For further information, please visit www.skyviewcapital.com

About NewNet Communication Technologies

Headquartered in Arlington Heights, IL, NewNet is a recognized leader in mobility technologies with a primary focus in messaging, signaling, wireless broadband, consumer internet, multimedia content delivery, mobile advertising, and secure transaction processing. NewNet Communication Technologies is a part of the Skyview Capital LLC, portfolio of companies. For further information, please visit www.newnet.com

Skyview Capital Acquires Interact Inc. Through Its Portfolio Company NewNet Communication Technologies

Posted on: May 12th, 2015 by Nimblevox

Arlington Heights, IL February 20, 2013 — NewNet Communication Technologies, LLC, a wholly-owned Portfolio Company of Skyview Capital, and a global leader in mobility technologies with a primary focus in messaging, signaling, wireless broadband, consumer internet, multimedia content delivery, mobile advertising, and secure transactions announced today the acquisition of Interact Inc.

Interact Inc. provides high performance Interactive Voice Response (IVR) platforms and hosted IVR solutions along with real time charging and rating engine, enabling organizations worldwide to improve global communications. The acquisition of the Interact business represents a significant milestone in the evolution of NewNet’s product portfolio and market focus. The Interact products will be a key addition to the TraxcomSecure and Mobile Messaging technologies, expanding NewNet’s development initiatives.

Interact’s Nimblevox, is a Cloud Communications solution that lets you bring voice and SMS applications to market faster, with less risk, and a lower total cost of ownership, by providing advanced IVR features for outbound calling campaigns. SPOT media platform enables operators to develop cutting edge communication applications. Nimblevox and SPOT are cloud ready and can be hosted in the cloud or installed at the customer premise. Interact’s Invigorate product is a state of the art real-time convergent billing system which is engineered to meet the needs of operators in today’s ever changing and competitive environment.

NewNet’s CEO, PJ Louis, said: “Our acquisition of the Interact business will enable NewNet to provide IVR and billing solutions to service providers, enhancing our competitive position and accelerating our commercial growth.” Louis continued, “NewNet is committed to providing best in breed products and unrivaled service and support to our global customer base.”

“Interact believes that NewNet is best positioned to capture the market by merging our technologies and services.” said Lynn McKee, the previous CEO of Interact Inc.”

“We are excited that NewNet has emerged to take the business we have built to its next stage through continued investment and aggressive marketing on a global basis.” said Greg Gissler, Founder of Interact Inc.”

“The Interact acquisition signifies yet another milestone in the exponential development of NewNet, since our initial investment in 2007. In fact, through the combination of organic growth and strategic acquisitions, NewNet has grown by nearly 1,200% since Skyview took ownership of this platform. Interact’s suite of products and services combined with NewNet’s existing portfolio of messaging, signaling, and secure transaction applications will enable NewNet to offer our global customers an even broader range of communication solutions,” said Alex Soltani, Chairman and CEO of Skyview Capital.

The asset purchase agreement was signed February 15, 2013 with a targeted close of early March. Terms of the agreement were not disclosed.

About Skyview Capital, LLC

Skyview Capital, LLC, is a private investment firm headquartered in Beverly Hills, California, which specializes in the acquisition and management of “mission critical” enterprises in the areas of technology, telecommunications, business services, and niche manufacturing. By leveraging its operational capabilities and financial acumen, Skyview systematically enhances the long–term sustainable value of the businesses it acquires. To date, Skyview has successfully completed over 15 transactions within its target market verticals. For further information, please visit www.skyviewcapital.com

About NewNet Communication Technologies

Headquartered in Arlington Heights, IL, NewNet is a recognized leader in mobility technologies with a primary focus in messaging, signaling, wireless broadband, consumer internet, multimedia content delivery, mobile advertising, and secure transaction processing.

NewNet Communication Technologies is a part of the Skyview Capital LLC, portfolio of companies. For further information, please visit www.newnet.com

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