|
WebForPhone Summary
|
WebForPhone business: WebForPhone uses very large vocabulary speech recognition and Internet search, browsing and analysis, for providing interactive customer services by phone. This system improves customer access and responsiveness, increases revenues, and achieves customer satisfaction equaling live agents, at a fraction of the cost. Based on outsourcing, clients have very attractive terms. They have practically no front-end investment. There is rapid installation, try-before-buy, pay-as-you-use, and gradual transfer of traffic from live to automated agents.
WebForPhone gets for its clients lower costs and more customers, with increases in revenues and profits. The value of this technology has been demonstrated across applications for enterprise-class clients in diverse industries (see table of clients below). We have enthusiastic references for excellent service, support and business results. We have in place a WebForPhone Platform to handle multi-million call-minutes monthly. WebForPhone prices are considerably lower than those of overseas call centers and customer satisfaction is much better.
Opportunities: WebForPhone focuses on specific large traffic applications where intelligent services improve client revenues.
Our most advanced focus area has been in Health Insurance. Insurers face a tremendous demand for better services to members, health facilities and physicians. WebForPhone has developed for Independence Blue Cross more satisfactory provider and member services. They include: health care provider directory assistance, claim status, physician referrals and surveys. We now have four such clients. We are adding applications and traffic.
In Retail we developed catalog-based browsing essential to selling over the phone. We have four large Retail clients.
In Finance we are pursuing offering financial advising over the telephone. We have applications for mutual funds and pension plans for SEI Investments.
There are exciting new opportunities in other customer contacts that benefit from understanding customers' needs and responding to them.
Leading technology: WebForPhone has developed breakthroughs in value-added business applications of speech recognition and Internet search. Also, a great number of different applications are needed and it is imperative to generate the applications software automatically at a low labor cost. This entailed developing the WebForPhone Platform.
The Platform has components for generating applications (components are listed below). We generally dispense with large menus and use instead “say anything?techniques. We recognize large spoken vocabulary, such as names, providers, products, medical terms, catalogs, etc. Other components interface to complex telephone and Internet of clients. We believe we are offering greater intelligence in customer servicing via phone.
The technology was proven through real life applications. The Platform was optimized, tested, and tuned and used for enterprise clients in Healthcare, Finance and Retail. A critical item is security, privacy and reliability.
Attaining high customer self service satisfaction is obtained by WebForPhone's advanced, patent applied, technology. Intuitive interaction with callers is required for high completion rate and complex transactions. It demands mandatorily rich speech recognition. Webforphone has well tried extensive vocabularies (called grammars) and experience in numerous applications that are used repeatedly. They include millions of personal and business names and terms used in Health-care, Retail, Finance etc. Equally important is WebForPhone's optimization of applications through testing and anticipating callers' needs and reactions The client is assured of expert WebForPhone staff having optimized the application for caller satisfaction, without burdening the client IT staff.
The company: It started in late 2000 with development of the WebForPhone Platform. Services to clients were initiated in 2001. The focus has been on innovative applications proven in use by clients.
Summary: With the best automated customer service technology, an experienced staff, a scalable platform and demonstrated successes with a top-tier client base, WebForPhone is poised for growth. The company is well positioned to benefit from client concerns for reducing costs, boosting revenues and improving customer service. With the right leadership, WebForPhone expects to significantly expand its business.
|
|
