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Cloud-based Intelliverse Creates Hosted Call Center Solution

By Amanda Ciccatelli, TMCnet Web Editor

Cloud-based communications provider Intelliverse (News - Alert) unveiled its hosted call center solution for the Prepaid Services market. Prepaid Service providers are looking to give exceptional customer service to cardholders without increasing costs in their call centers for routine transactions like checking balances, activating cards/plans, and transferring funds. Intelliverse's integrated cloud-based services blend all of the call routing of its hosted Interactive Voice Response (IVR) with the call queuing of its Automated Call Distribution (ACD) solution.

Providers are looking for ways to reduce hosted call center costs and increase customer satisfaction. Intelliverse's solution for Prepaid Services offers a way to differentiate its business with first-class customer service and self-service options. These solutions automate requests such as balance inquiries, activations, and reloads, eliminating the need for additional hosted call center resources.

Intelliverse's suite of solutions for the Prepaid Services market includes Customer Management Line which provides callers with self-service functionalities for the functions that don’t require agent interaction. ACD manages call center resources and accommodates changing call volumes, while ensuring that customers are being helped in a timely manner. Also, Outbound Communications Line schedules outbound marketing campaigns and urgent messages to customers via phone, text or email, while Reporting Suite allows the ability to gain customer interactions insight with Intelliverse's On-Demand and Historical Reports.

"Cardholders placing calls to prepaid companies are looking for access to instant, personalized information such as their current card balance, last reload date, and transaction history as well as more advanced functionality such as activating new cards, establishing a PIN and recharging balances," said Larry DiBiase, senior vice president of sales at Intelliverse, in a press release. "Much of this can be done automatically with Intelliverse's solution. There is also the option to transfer to live sales and support agents in a call center by integrating our cloud-based ACD service into the solution."

Intelliverse is a provider of cloud communications solutions for enterprises and offers a hosted cloud-based platform that integrates IVR, ACD and IP telephony into one solution. By automating routine tasks like call routing and consolidated reporting, Intelliverse provides comprehensive customer insight.

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