Open…Flexible…Reliable…Voice XML Network IVR Solution

Qwest Web Contact Center (QWCC) is an interactive voice response (IVR) and speech recognition solution for both inbound and outbound applications. With QWCC, you can:

• Reduce operating costs by resolving calls with Voice XML-based IVR technology
• Increase customer satisfaction by improving response time and immediate self service
• Take advantage of open standards to personalize your contact center in real time
• Minimize capital investment in building your contact center with best-of-breed technology

Revolutionize the way you implement IVR solutions

QWCC combines the control and flexibility of a premises-based solution with the scalability and reliability of a network-based service offering. QWCC can provide all the advantages of an outsourced solution—reducing capital investment and maintenance expense associated with premise-based solutions. Yet, it gives you complete control of voice applications and the way you communicate with your customers. This solution becomes reality by using a new industry standard—Voice XML. With Voice XML, Qwest can, for the first time, enable you to deploy your Voice XML IVR application on any Web application server (WAS) located on your premise or in our Qwest CyberCenterTM facility. At the same time, you connect to our highly reliable and scalable QWCC network Voice XML IVR ports via a secure virtual private network (VPN).

The end result

You can enjoy the flexibility, scalability, ease of development and application portability just not possible with proprietary, premises-based systems or other network solutions. Investing in premises-based capital equipment with high integration and management costs, limited redundancy and prohibitive scalability is a thing of the past.

QWCC performs system upgrades and offers best-in-class functionality like speech recognition and text-to-speech. It also links to on-premises computer telephone integration (CTI) systems, all while giving you complete control of how you communicate to your customers. As a carrier-class solution, QWCC provides a fully redundant platform that scales when you need it to - even for unplanned high volumes - so you never miss a customer call.

How can you reduce operating costs, increase revenue and improve customer service?

• Network-based voice prompting and routing to the correct destination the first time
• Mix media interfaces: touch tone, speech recognition, recorded announcements and text-to-speech
• Create self-service applications with compelling ROI such as:
  • Store location, with recorded audio and/or text-to-speech
  • Address and name change or capture, utilizing speech recognition
  • Network Auto Attendant, utilizing speech recognition for company personnel
  • eCommerce
  • Order status
  • Surveys
  • Advanced call routing and disaster recovery routing
• Inbound and outbound applications utilizing Qwest or other carrier networks
• Integrate with on-premise CTI platforms for advanced routing decisions:
  • Load balancing across multiple call centers
  • Agent skill-based routing based on ANI, DNIS or IVR collected information
  • Network queuing until agents are available
• Voice enable your existing self-service Web applications with the power of XML
• Support varying call volumes—QWCC is the perfect solution to handle the peaks and valleys of your calls. And, you pay only for what you use, reducing your cost of ownership.

Implementing the solution

The choice is yours! Qwest has several common applications already built and ready to use. Or, QWCC Application Services can create a custom solution to meet your needs. You can develop your own solution using the QWCC developer network platform (www.qwccdevnet.com), or a system integrator of your choice can create the solution.

California Casualty Case Study
For a technical overview, click here.
For FAQs on Qwest Web Contact Center click here.