We convert complex telephone interactions traditionally handled by live agents, into effective, caller-friendly automated IVR transactions. TPI radically decreases costs for our clients, and maintains excellent results and high caller satisfaction.
TPI leverages proven technologies to service its clients, including speech recognition, text to speech, touchtone, CTI, web-based real time reporting, and prides itself in combining technologies to meet client-specific goals.
TPI serves some of the world’s largest companies, with global IVR applications in over 25 countries, and speech recognition capabilities in 46 languages. TPI was ranked #4 in the 2005 worldwide ranking by Customer Interaction Solutions. Our experienced and stable management team has over 20 years of industry experience.
Our hybrid best blendTM IVR / live agent solutions use the optimal combination of IVR (i.e. either touchtone or any level of speech recognition) and agents (i.e. onshore, offshore, near shore). The result is achievement of client objectives with a focus on:
- High levels of automation to reduce total cost of ownership;
- Enhanced and consistent customer experience;
- Revenue generation up-sell capabilities, turning your cost center into a profit center.
TPI is experienced in application design and development and is focused on individual client needs. Our unique customer-centric approach, combined with our robust, scalable, and highly reliable platform, ensures long-term client relationships that are true partnerships.
We provide unparalleled customer service with project management of new applications and life cycle program management tailored to each client’s needs.
TPI’s turn-key hosted IVR platform was developed using best in class industry components. Our platform and network is fully redundant, highly reliable, and VoIP enabled to support mission critical applications.
- TPI offers a complete range of IVR capabilities including speech recognition, real-time data feeds, CTI and CRM integration.
- Our platform is primarily powered by Genesys and Nuance software - highly reliable, scalable, standards-based VoiceXML capability providing a very flexible infrastructure for deploying touchtone or speech-enabled applications. A blended approach using both touchtone and various levels of speech recognition is possible with a single platform.
- Multi-lingual speech recognition is supported by the platform.
- Our platforms reside in geographically diverse data centers (West Coast, Midwest, and East Coast locations).
- Data centers are hardened facilities utilizing multi carrier transport to insure overall disaster recovery performance.
- Cisco voice gateways have been enabled to ensure efficient conversion from PSTN to VoIP using SIP. The platform has the capability to handle simultaneous VoIP / SIP and PSTN calls to accommodate customer needs for VoIP, PSTN or hybrid applications.
- Genesys CTI integration is utilized for applications that require information to be passed to the agent’s desktop. Our patented Enhanced Screen Pop capability enhances the ability to provide real time information to internal or external agents.
- All architectural components of the platform including application servers, media servers, database servers, speech (i.e. ASR and TTS) servers, etc. are designed with N+1 redundancy. The entire network is monitored from an NOC in Pennsylvania. LAN networks are leading edge giga-byte ethernet with redundant WAN connectivity between data centers to insure reliability.
- Our platform is periodically audited and certified for compliance with stringent Banking and Finance regulations.
TPI stands behind our services with industry leading Service Level Agreements. We understand how to achieve success and we ensure targets are set and reports are available to measure this shared success.
We help you create revenue-generating opportunities within the IVR application, and advise you on how to integrate solutions (Best Blend™ outsourcing, Speech, CRM, ESP™, Intelligent Routing and VOIP).
Long-term partnerships with our clients are our ultimate goal, supported by our pricing and servicing strategies.