A few of my favorite examples? See below!
- Call Center Analysis: Who are the main callers to this number? What do they typically request? Every call center has its unique characteristics. Before starting development, Parlance does an analysis of the customer call center and then designs the dialogue and application to most effectively help callers self-serve starting from Day 1.
- Daily Database Updating: Parlance takes a feed of the corporate database and automatically updates the directory each night. Additions, changes, and deletions of phone numbers are managed to ensure the database is authoritative. Therefore, when administrators make a change in their database, it is automatically updated within the Parlance solution. For example, if a new employee is added to the HR directory, Parlance automatically syncs that information so that database is kept up to date. What if a change does not make it into the originating database? No problem! Authorized Parlance administrators can override on the Parlance side. This override will persist until the originating database has the updated phone number.
- Continuous Management of Voice-Driven Call Routing: For continuous management of voice-driven call routing (be it daily management, ensuring high performance, call offloading, etc.), if for whatever reason your telephone infrastructure changes, callers will not have to learn a new way to dial. They won’t be frustrated in trying extensions that no longer work. And, if callers are used to saying a destination in order to get connected to where they want to go, any telephone changes will be invisible to them.
Parlance sets individual benchmarks for every application. If the system is out of benchmark, a notification is sent to Parlance and the solutions engineer will resolve the issue and bring the system back within benchmarks.
by Mindy Garber, Parlance Chief for Quality