However, a growing number of contact centers offer their customers on-line personalized information services. After due identification of a User ID and a password, callers may access a wide range of information such as :

• Administrative data (contact information, list of subscribed services, applicable rates...).
• Current bill status.
• Accumulated fidelity points.
• Order delivery status and shipment tracking.

The application template is structured so that information can easily be retrieved by personal identification. The caller is first prompted to provide a user ID and a password by speech recognition or touch tone.

Once identified, the caller gets access to his personal information on exactly the same way as to any other VocaBase® application. If the personalized information includes a single record with a limited volume of information, its content is immediately presented. If the personalized information includes a set of multiple records, VocaBase® will guide the caller with automated prompts until retrieval of relevant information. Data is always presented in text-to-speech mode.

If the caller is expected to visit the voice portal frequently, the application template may save the used search criteria in order to be reused in subsequent calls.

At any time, callers may optionally be transferred to a live operator on simple voice request.

• Availability of on-line personalized information anywhere at anytime 24 * 7 * 365.
• Complete multilingual service (each customer is guided through the database in his own language).
• Dialogs are automatically adapted to any update in the published database.
• Operating costs savings in comparison with calls for customer care handled by live operators.