Call Completion

suite

Retain Existing Customers and Increase Revenue in the Simplest Way Possible—
Complete More Calls
Call Completion
suite
Meet the Demands of Today’s Subscribers with a Comprehensive Call Completion Strategy
In an age of decreasing voice ARPU, service providers need
a comprehensive call completion strategy to maximize the
use of existing resources and enhance revenue. Convergys
is ready with a set of applications designed to complement
each other and your existing network functionality. Intervoice
Call Completion Suite is composed of applications to help
domestic and roaming subscribers complete and return more
calls using voice, video, and text.
Call Alert Plus
Call Alert Plus offers service providers the ability to
forgo the traditional voice mail storage of one voice
mailbox for each subscriber, providing temporary
mailboxes for each voice message deposited.
With Call Alert Plus, callers unable to complete their
call are offered the chance to leave a voice message.
If they accept, the voice message is deposited in a
temporary voice mailbox assigned to the called party
and an SMS text notification is sent, informing the
called party that there is a voice message waiting. Once
they connect and hear the message, the voice message
is deleted and the mailbox freed up. If the caller
declines the opportunity to leave a voice message,
a standard SMS text notification is sent.
Call Alert Plus allows service providers to give
their subscribers the ability to receive missed
call notification messages and voice messages,
while significantly reducing capital and operating
expenditures.
Missed Call Alert
Missed Call Alert is a simple but effective messaging
service for non-voicemail users, offering SMS
notification of missed calls, whenever the handset is
turned off, in use, or the user is outside the coverage
area. As Yankee Group estimates that only 35% of all
wireless subscribers leave their phone on for more
than 8 hours a day, Missed Call Alert provides an
indispensable service for the majority of subscribers.
Missed Call Alert is a messaging product for people who
prefer not to use voice messaging services. It operates
with all handsets, providing the functionality to the
operators’ entire subscriber base.
Voice to MMS
Voice to MMS (V2MMS), a visual voicemail service,
puts voice messages right on the subscriber’s handset.
Unlike other visual voicemail solutions, V2MMS
requires no special client software for the user’s mobile
device. Any phone that has MMS capability can take
advantage of V2MMS. In addition, V2MMS can bundle
the caller’s voice message together with personalized
advertising in the form of text, avatars, pictures, or
video—such that the user can directly link to WAP
sessions for additional information, receive discount
coupons, or enter a short code to accept an offer. The
V2MMS message could also include a text transcript of
the voicemail, giving the user the option of reading the
message if more appropriate for the circumstances.
Multimedia messages are a proven and affordable way
for network operators, MVNOs, and service providers
to distinguish themselves in competitive markets, to
generate new revenue, and to reduce churn.
V2MMS demonstrates the multimedia rich capabilities
of MMS messages to the user. By doing so subscribers
are likely to increase adoption of this currently
underutilized messaging service.
V2MMS offers users a better user experience than
traditional voicemail as users no longer have to call into
their voicemail, often with limited information
regarding the person who left the message or its
contents. With V2MMS the user can see the CLI of
each caller in a message list, have the option of text
transcription to have insight to the content of the
message and then select messages in any order.
V2MMS can also provide immediate cost savings by
reducing the number of operational mailboxes and
licenses needed for message storage. Many operators
find that up to 60% of their subscribers receive one
or even zero messages per month, leading to large
quantities of unused storage. V2MMS can be placed in
front of an existing voicemail system, reducing the need
for this underutilized capacity.
Voicemail
To meet the demands of today’s subscribers, you
need a messaging solution capable of managing
both traditional voicemail and a growing selection of
multimedia messaging services.
Voicemail lets subscribers manage a wide range of
messaging activities using voice, text or web interfaces.
Voicemail combines classic voicemail, e-mail, and
fax-mail, with text-to-speech reading, integrated
multimedia messaging, and video applications.
Subscribers can also leverage voicemail to retrieve
calendars, contacts and task information, and to
manage voicemail, e-mail, and other messaging tools—
all using convenient natural voice commands.
Unfortunately, not all callers choose to leave a voice
message. Statistics show that up to 75% of all calls
routed to voicemail result in a ‘slam down’, with no
message deposited. That’s why Intervoice Voicemail
can also include Abandoned Call Alert, which provides
text message notification to subscribers letting them
know that the caller hung up before leaving a voice
message, even while the phone is outside the service
area or turned off.
Videomail
With the arrival of 3G mobile networks, video calls are
finally ready to become an everyday event. For mobile
operators, video calling can be a great way to introduce
subscribers to 3G and to generate new revenues from
those networks. Video calls offer an exciting and
dynamic new mode of visual communications for
the consumer and new revenue opportunities for the
network operator.
Intervoice Videomail allows subscribers to craft their
own personal video greetings or download and
use prerecorded creative greetings. Subscribers can
retrieve messages from their 3G handsets, PC or v
ia MMS.
In the future, consumers can take advantage of new
features such as VideoBlog and VideoBillboard,
where the user can send messages to a blog or
community billboard.
Media Exchange with HomeZone
A key advantage of Intervoice Call Completion Suite is
its underlying platform, Intervoice’s Media Exchange
with HomeZone.
Media Exchange’s architecture is designed to support
the rapid integration of new features and services. The
innovative Media Exchange platform uses state
control functionality to enable Media Exchange’s
patent-pending HomeZone, which allows subscribers to
access applications, manage personal preferences, and
customize their communications experience—all
with single-session convenience.
Media Exchange can be enhanced with additional
third-party custom applications or with applications
from Convergys.
About Convergys

Convergys Corporation (NYSE: CVG) is a global leader

in relationship management. We provide solutions that
drive more value from the relationships our clients have
with their customers and employees. Convergys turns
these everyday interactions into a source of profit and
strategic advantage for our clients. For more information,
visit www.convergys.com.

Corporate Headquarters
North America
Cincinnati, Ohio USA
Phone +1 513 458 1300
US Toll-Free 800 344 3000
Fax +1 513 421 8624
www.convergys.com

Regional Headquarters
Europe, Middle East, & Africa
Cambridge UK
Phone +44 1223 705000
Fax +44 1223 705001

Latin America
São Paulo Brazil
Phone +55 11 5504 6800
Fax +55 11 5504 6730

Asia Pacific
Singapore
Phone +65 6557 2277
Fax +65 6557 2727

© 2009 Convergys Corporation. All rights reserved. Convergys and the Convergys logo are registered trademarks of Convergys. BR1-059N Call Completion Suite 4-8-09
Convergys refers to Convergys Corporation and its wholly owned subsidiaries.