Case Study
eComcall: Next Generation Caller ID
Description
eComcall is a patented technology developed by Voxygen that addresses the significant problem of how to enhance a traditional phone call. It does this by synchronising an internet session with a phone session so that the callee receives a comprehensive set of data with the phone call. This data can explain the reason and context for the phone call.
What We Did
- Product concept
- Network and telephony system architecture and development
- Patent Filling
The Online Communications Problem
Ever found yourself spending ages on a website trying to buy something only to find you have a last minute question which means you need to speak to someone?
One of the most frustrating things about this experience is having to then explain to the company representative on the phone what effectively amounts to your web browsing history and to also then repeat the content in the form which you've just completed on their website.
The New Communications Landscape
Despite the range of 'self-help' customer service technologies available, the phone still remains an important way in which businesses interact with their customers. However, in many respects, the traditional phone call is unable to deal with the new communications landscape filled with contextual information.
Companies are under increasing pressure to differentiate their services from their competitors. One way of achieving this is to enhance the customer experience with services like eComcall, to facilitate a quick, easy and complete transaction and avoid customer loss.
The Solution
eComcall solves this problem by transferring your browsing history, together with the information on your web form (whether submitted or not), directly to the company representative's computer screen at the exact moment he answers your phone call. This provides live contextual data at the same time as the phone call is made. This could include, for example, what the caller has in their shopping cart or those products on your site that interest them.
The data can be gathered from any device connected to the internet, not just a website. The system does not require any downloads, plug-ins or a change in behavior by the customer. They simply dial the phone number provided. It works with landlines, mobile phones and VoIP devices including SIP and IAX2 protocols.
This kind of data can be used by business systems to improve customer experiences and business effectiveness by making more intelligent automation and routing decisions.
The Benefits
- Reduce customer churn by improving the communication experience.
- Reduce the amount of time (and associated costs) spent by company representatives when dealing with purchase enquiries.
- Automatically and intelligently route enquiries to the appropriate person based on information extracted from a web browsing session or device.
- Provide the best chance for representatives to close a sale.