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Frequently Asked Questions
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Who is NetXentry?
NetXentry was founded in May, 2000, by Computer Command and Control Company (CCCC) to exploit the innovative internet-telephone convergence which increases business revenues, improves customer self-service and reduces by an order of magnitude the costs of telephone voice customized call centers. It utilizes advanced Automatic Speech Recognition, Text To Speech, real time data referencing and updating and voice recording. CCCC was founded in 1962 and pioneered database and communication business applications. NetXentry principals have come from the University of Pennsylvania. Dr. Noah Prywes, CEO of NetXentry, has been a Professor at the Wharton and Engineering Schools of the University of Pennsylvania. Dr. Jangwoo Shin is Technical Director. John Wood is VP Healthcare Sales and Larry Fyock is VP Advanced Project Sales.
How does WebForPhone increase our client's revenues?
WebForPhone has unique capability of providing access by voice to customer self-service through the Internet. This adds a channel for customers to order products, similar to visiting a store, use of live agent call center, or use the Internet. Speech/telephone self-service improves customer satisfaction. It is provided 24/7, no wait, no busy, easy to use and search directories or catalogs.
How does WebForPhone provide an order of magnitude reduction of costs?
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The WebForPhone service is charged based on minutes used. The cost of servicing a call automatically is 1/10th of using a live agent
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The services are offered to clients on no software basis. Interfaces to client's website are provided by WebForPhone; not requiring client's IT.
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The reduction of costs is also due to automation and sharing. The WebForPhone platform provides customers shared service components, ranging from database queries to updates and billing. The architecture includes sophisticated scheduling that operates internet and telephone resources concurrently. The architecture is fully scaleable for tens of thousands of calls made or answered concurrently.
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Automation is extended to implementing custom call flows of telephone calls and/or answers for each customer. The custom telephoning can share the computer database and telephone resources. Automatic programming with graphics makes implementation of custom call flows very rapid and easy.
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The reduced cost of developing applications allows NetXentry to offer a Try-Before-Buy deal. No obligation to buy the service unless the client is satisfied. This is similar to services of a utility.
How is WebForPhone Differentiated?
The key to our market penetration has been differentiating WebForPhone by using our proprietary unique voice solution for Internet access, as follows:
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Delivering a custom solution, directed to a client's problems, in a very short time, no software required that is a clear bottom-line revenue and expense advantage, while minimizing interference with the client's other plans. In particular, minimum involvement with the client's IT or Call Center operations. WebForPhone offers rapid integration into client's environment and start of benefits within weeks that do not interfere with other schedules or that strains management.
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Emphasis on "innovative" applications, namely those performing the most complex customer service tasks for which use of a human operator has been considered mandatory in the past. These also include customer service tasks that have been considered too costly with live agents, but are feasible due to reduced costs through automation. These applications are continuously monitored to match performance of live agents.
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Speech Recognition innovations are proprietary, using hundreds of thousands of words, vocabulary e.g., names and addresses in classified directories, product names in catalogs, medical terms in health care )
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Mini-Call-Center servicing independent agents, using own voice and own databases, and utilization of the contents of web.
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