A typical dialog with a prospect therefore includes a qualification phase in which the user is prompted to provide information , followed by the quotation phase itself.

The qualification phase is a time consuming operation for contact center agents. VocaBase® enables to streamline the qualification phase by automating the information collection dialog.

After data collection, the call will be transferred to a live sales agent who will receive on his screen all the collected information and will then be able to quote the requested contract and eventually close the sale with the caller.

VocaBase® uses an advanced content management approach to enable the call center application managers to easily configure and maintain the self-service qualification voice server, without any expertise of speech technologies.

The VocaBase® dialog will indeed be automatically generated from a simple semantic definition of the information to be collected.
This information is described in chapters (ex : owner data, driver data, car data), each of them containing fields to be collected.
The caller will provide the field values either by answering open questions saying (speech) or typing (touch tones) the value directly (ex : a date), or by answering multiple choice proposals, generated by VocaBase® from a list of possible values (ex : list of all available car models and types, with individual weighting factor if some are more frequent than others).
VocaBase® takes care of the sequence of questions to be asked to the caller, taking into account the fact that the request for information regarding some fields may depend on the value of other fields (ex: no need to request the age of a second driver if the car is to be used by a single driver).

At the end of the qualification phase, VocaBase® uses the standard CTI integration interface to transfer the call to a live sales operator together with an attached package of collected data that will appear on the operator screen.

The sales agent will then be enabled to make the quote.

• Reduction of the callers' waiting time, as the voice server is immediately available to handle new calls.
• Operating cost reduction, as no additional live agents will be required to address additional inbound traffic.
• More effective agent time allocation to value generation - increased motivation.
• Optional automated provisional quotes, accessible 24*7*365.
• Complete multilingual service (foreign prospects receive information in their own language).
• Dialogs are automatically adapted to any update in the published database.