About VoicePort
Company Overview
VoicePort, LLC is a developer and provider of configurable and custom self-service advanced speech recognition (ASR) and Web applications for customer service, information delivery, and routine transactions over the Web and telephone. Our solutions are customer contact applications that improve efficiency for both the customer and the caller, and integrate with existing business processes and systems.
VoicePort concentrates on niche markets such as the media and pharmaceutical industries. We were founded in 2002 with The Washington Times serving as our first customer. Since then, VoicePort has deployed its speech applications at more than 130 customer sites in North America. VoicePort has been on a solid growth path:
- Customers include several of the top 20 newspapers in the U.S. and Canada with circulation totaling nearly seven million subscribers, and call volume through CircPort , our flagship product, expected to reach 17 million calls annually in 2008
- We doubled our customer base in 2007 with the addition of Gannett
- In the first two quarters of 2007, VoicePort saw record deployments and customer commitments, including new contracts that included the 10th largest newspaper in the U.S., and repeat business from existing customers adding newspapers and deploying additional CircPort modules.
Why Speech - the Value Proposition of a Speech IVR
Implementation of a basic touch tone IVR solution is an effective way for customer contact centers to decrease incoming call costs. However, employing a speech automation application IVR provides further savings, offers more functionality, and provides increased customer satisfaction.You may even brand your caller experience by selecting the voice talent for your system. Tasks that could never be completed with touch tone such as change of address are possible using speech recognition. Also, while there are a number of IVR products available, VoicePort speech automation IVR solutions are highly integrated, connecting to a variety of different customer databases to eliminate the need to re-key information captured during the VoicePort IVR experience, or create a stand-alone system. Integration optimizes the effectiveness of the IVR technology.
Offerings
VoicePort's core product offering is CircPort. CircPort is a comprehensive suite of custom and configurable newspaper circulation applications, and includes WebPort and Dispatch. CircPort uses advanced speech recognition to understand and automatically process subscription telephone call requests for routine interactions such as placing vacation holds, checking account status, reporting delivery problems, making payments, signing up for EZ Pay, starting a new subscription, or making address changes. CircPort also has outbound functionality for newspapers to automate outbound calls for credit card declines, confirm restarts and deliveries, handle complaint follow ups, conduct audits, and offer marketing promotions. WebPort provides the same core subscriber functionality over the Web. Dispatch works as a stand alone or within CircPort to communicate with district mangers.
PharmaPhonetics is a suite of patent-pending solutions that utilize VoicePort's interactive speech-enabled technology to meet the market research, brand positioning, patient adherence, registration, retention, and education needs in the healthcare industry. PharmaPhonetics products have been deployed or are in development for major pharmaceutical firms in North America.
Our applications are available in both ASP (Application Service Provider) hosted and on premise managed services. Our ASP version is ideal for clients with smaller volume applications.
VoicePort Leadership and Staff
Christine B. Whitman has been a managing member since VoicePort's inception, and serves as Managing Partner of CSW Associates, LLC, an investor in the company.
Carl Sassano, a former president and COO of Bausch & Lomb, Inc., serves as Chairman of VoicePort.
Christopher Mann serves as President and CEO. Mr. Mann previously served as Vice President and General Manager of Worldwide Customer Service for Veeco Instruments, and held the position of Senior Vice President of Marketing and Sales for CVC Inc.
Jacqueline Parks is the CTO and a co-founder of VoicePort. During her six years at Nortel Networks, Jacqueline helped develop the voice application software that provides Directory Assistance to most of the North American telecom companies.
VoicePort has a staff of local software engineering professionals with over 100 years of combined ASR and database integration experience, including the North American 411 directory assistance system and AOL by phone. In addition to this depth of experience in speech recognition and IVRs, our dynamic VUI (voice user interface) design is a core differentiator for VoicePort. A well-designed VUI creates the most natural call flow possible and makes the application caller-centric. Our goal is to create the most efficient application possible, meeting both the client and end customer needs.
VoicePort draws talent from the local Rochester workforce, and further supports the local community by utilizing Rochester Institute of Technology (RIT) co-op students for software testing.
Industry Relationships
VoicePort is a Genesys Interacts Partner and a Nuance speech solutions partner. By partnering with speech recognition industry leaders such as Nuance, Genesys and Upstream Works, we have created a comprehensive suite of telephone-based and Web applications for enterprise customers.
VoicePort Differentiators
Our solutions are recognized as innovative and highly effective, and our company is known for on time deployment. We have particular expertise in integrating with legacy systems and translating our clients business practices into customer-friendly interactions.
We pride ourselves on the quality of our applications, backing them with unsurpassed customer service. Our applications are remotely and proactively monitored for key performance indicators, and are serviced with a locally-staffed 24/7 customer service hotline at: (585) 305-6772.
For a breakdown of your potential ROI, please feel free to email us at info@voiceport.net or just give us a call at (585) 248-9289. We constantly strive to help our clients attain their goals while increasing their overall customer satisfaction. We are there for 130+ current customers, and we're listening.
