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Qwest Web Contact Center (QWCC) application services offer a unique set of ready-to-use interactive voice response (IVR) applications, tools and technical resources designed to assist you with developing and deploying your own Voice XML-based, IVR and call distribution applications. Our application services allow you to focus on your business functions and not your business tools. Qwest also provides complete management services to ensure your IVR application is always available.

Solutions

Ready-to-use solutions: Qwest has created a portfolio of Web-based, self-managed turnkey solutions, and partially complete application modules that require minor customization, to meet your specific application needs.

• Qwest EZ Route: Quickly and easily build IVR menu trees with multiple levels of network voice prompts. Route calls from the network to the selected destination at any prompt selection. Make destination phone number decisions, or play pre-recorded announcements based upon ANI, DNIS and caller-entered, touch-tone digits. Or, link to a custom QWCC application off any prompt selection. If you can use a Web browser, you can build an IVR solution in minutes.
• Voice Route: Use speech recognition to select a destination from a list of thousands of possible matches. Use Voice Route to flatten menu selection and improve customer satisfaction.
• Store/Dealer Locator: Use caller information based on a combination of ANI, DNIS and caller-entered digits (e.g., “please enter zip code”), or speech recognition (e.g., “please say the city and state”) to select the closest store or dealer for your product. Use prerecorded announcements or text-to-speech to provide store location, hours, phone number and even directions. Integrate your IVR application with your Web-based store locator for a single source of data maintenance.
• Auto Attendant: Use speech recognition for company directory assistance. Route calls from the network to any location around the world to reach selected employees or company departments.
• Address Capture: Go beyond touch-tone capabilities and use speech recognition to collect a caller’s address information, which can lead to a faster ROI for your business.
• Call Routing Tool: Use advanced destination routing decisions for any QWCC application. Route calls based on time of day, day of week and holiday schedules. Allocate percent of traffic among multiple locations with single or round robin destination numbers. The tool is fully self-administered via Web browser, giving you powerful routing and disaster rerouting capabilities.
• Survey Tool: Easily create surveys using a Web-based, self-administration system. Use the tool for outbound or inbound applications, or at the end of a customer service call.
• Outbound Notification Tool: Upload call lists and administer outbound messages with this Web-based, self-administered tool. Schedule time of outbound call, retry attempts, multiple numbers to call for a single call-reach attempt, and enable bridging on a live agent at a called party’s request. Use for company notifications, retail scheduling of deliveries, IT trouble notifications or any application requiring timely message delivery.

Customized Application Development: Custom IVR applications utilizing touch-tone, speech recognition and text-to-speech capabilities. Integrate with customer relationship management (CRM) and computer telephony integration (CTI) applications, and with leading contact center technologies provided by SpeechWorks, Nuance, Genesys and Cisco. Let us help you improve customer service while potentially reducing your cost of operations.

• Speech Recognition Integration: Improve communications, user experience and customer satisfaction through convenient self-service, speech-enabled applications. Increase cost efficiency and personnel efficiency by shortening call lengths and reducing on-hold times. Take advantage of Web investments by providing access to the same information and features as your Web site.
• Dedicated Project Engineers: Project management assistance allows you to focus on your business, while Qwest manages the extended development team and the moving of your existing application to the QWCC platform.
• 24/7 Application Production Support: An experienced staff of IVR developers ensures your mission-critical, IVR system receives timely and dedicated support. Ongoing enhancements can be made to shape and improve the effectiveness of your IVR system.

QWCC Development Network: Develop your own applications utilizing the QWCC Developer Network. Customize and test Voice XML speech applications in a production environment. This one-stop service comes complete with a dedicated port for testing applications, two hours application development support per month and a dedicated 800 number. Please see www.qwccdevnet.com for more information.

• Training: Basic and Advanced Voice XML development training gives developers the knowledge needed to create and support contact center applications.
• Application Testing: Quality assurance (QA) testing, application stress testing and usability testing verify your application is delivering the experience your customers expect.

Skills and knowledge

• Voice XML platform expertise
• Voice user interface design and development
• Trained CTI integrators: Cisco ICM, Genesys
• Intelligent call routing
• Systems integration
• Platform development, certification, testing and training