Enacomm, a provider of voice processing infrastructure, applications, and services that optimize customer call interactions, and Call Analytics, creator of software applications that analyze the self-service caller experience, have teamed up to release Virtual Interactive Analyst (ViA) 3.1.0. The latest version contains nearly 30 enhancements.
An IVR reporting application that tracks every call, ViA is available as an on-premises solution or software-as-a-service (SaaS) to provide critical tools for interactive voice response (IVR) reporting, monitoring, and alerting.
With the new 3.1.0 release, ViA can be used on any browser, and reports that are emailed to one or multiple individuals can be scheduled to automatically run at specific times and dates. ViA 3.1.0 also offers expanded reporting statistics, such as Average Transfer Duration and Authenticated Calls counters with percentages.
On top of expanded alerting options, the third-generation ViA delivers enhanced standard reports, including transfers by week and hour, contained calls summaries, authenticated calls summaries, and calls by Dialed Number Identification Service (DNIS). Transaction listing, service-type listing, and calls by ZIP Code are counted among the new standard reports in the latest version.
"Enacomm enables intelligent interactions with callers to provide an excellent customer service experience," said Michael Boukadakis, founder and CEO of Enacomm, in a statement. "ViA is a vital piece of the puzzle, drawing on data analytics to facilitate dynamic decisioning, which means each customer's needs can be anticipated and met with a unique, personalized interaction."
Boukadakis added, "If a caller makes a payroll deposit via an organization's IVR every other Friday, dynamic decisioning, for example, identifies the opportunity to offer the caller enrollment in the organization's direct deposit program based on that repetition. If the caller declines, a week later another direct deposit message is played offering the caller a $5 incentive, motivating the customer to sign up."