SOURCE: Enacomm, Inc.

July 23, 2013 09:00 ET

Enacomm Partners With Call Analytics to Roll Out ViA® 3.1.0, Premier Solution for Customer Call Monitoring, Alerting and Reporting

Adds Valuable Capabilities to Reveal Key Performance Indicators and Deliver Best-Available IVR Self-Service Business Intelligence

TULSA, OK--(Marketwired - Jul 23, 2013) - Enacomm, Inc., a leading provider of voice processing infrastructure, applications and services that optimize customer call interactions, and Call Analytics, Inc., creator of software applications that analyze the self-service caller experience, today announced the general release of Virtual Interactive Analyst (ViA)® 3.1.0. An IVR reporting application that tracks every call, ViA® is available as an on-premise solution or software-as-a-service (SaaS) that provides critical tools for interactive voice response (IVR or VRU) reporting, monitoring and alerting. Containing nearly 30 enhancements, ViA® 3.1.0 is the quickest and easiest-to-deploy solution available for gathering IVR business intelligence and managing key IVR performance indicators.

ViA® enables both large and small organizations to maximize their investment in IVR technology. Robust real-time reporting coupled with data analytics provide a roadmap for reaching higher volume processing rates, delivering improved productivity that drives costs down and profits up -- as well as greater customer satisfaction. Using ViA®, an organization can increase first call resolution, quickly make informed decisions, and identify trends to vastly improve the customer experience.

"Enacomm enables 'intelligent interactions' with callers to provide an excellent customer service experience," said Michael Boukadakis, founder and chief executive officer of Enacomm. "ViA® is a vital piece of the puzzle, drawing on data analytics to facilitate dynamic decisioning, which means each customer's needs can be anticipated and met with a unique, personalized interaction." 

Boukadakis added, "If a caller makes a payroll deposit via an organization's IVR every other Friday, dynamic decisioning, for example, identifies the opportunity to offer the caller enrollment in the organization's direct deposit program based on that repetition. If the caller declines, a week later another direct deposit message is played offering the caller a $5 incentive, motivating the customer to sign up."

With the new 3.1.0 release, ViA® can be utilized on any browser, and reports that are emailed to one or multiple individuals can be scheduled to automatically run at specific times and dates. ViA® 3.1.0 also offers expanded reporting statistics, such as Average Transfer Duration and Authenticated Calls counters with percentages.

"The number one request from our customers has been to have the capability to schedule and email reports," said David Jackson, president of Call Analytics. "We've listened, and now ViA® lets users email any ad hoc, customized or standard report on the schedule they desire."

On top of expanded alerting options, the third generation ViA® delivers enhanced standard reports including transfers by week and hour, contained calls summaries, authenticated calls summaries and calls by Dialed Number Identification Service (DNIS). Transaction listing, service-type listing and calls by ZIP Code™ are counted among the new standard reports in the latest version.

Building upon success since 2004, Call Analytics ViA® 3.1.0 allows call centers to better understand what callers are doing and experiencing with IVR customer self-service systems, as well as identify IVR problem areas and ineffective IVR call flows. ViA® is quick to implement and supports all of the major IVR platforms. To learn more, go to

About Enacomm
Enacomm is a leading provider of voice processing infrastructure, applications and services that optimize customer call interactions. It is part of a group of specialized companies focused on interactive voice and customer service solutions that, since 1986, has helped clients deploy customer self-service and assisted-service solutions that rapidly intake, automate and process high numbers of spoken, data or touch-tone requests. As a frontrunner in interactive voice response (IVR) technology, Enacomm's customer base is made up of Fortune 50 to Fortune 2000 companies concentrated in the Prepaid/Cash Card, Financial, Health Care and Utilities industries. Enacomm solutions are designed to be flexible, configurable, cost-effective, and can be delivered as hosted services, on-premise customer deployments, or through "on-demand" cloud-based technologies. Enacomm has deployed more than 800 systems and processes more than 1,000,000 conversations and automated transactions every day.

About Call Analytics
Headquartered in Tulsa, Oklahoma, Call Analytics, Inc. was founded with the mission to help companies improve callers' contact center experiences by providing analytics and business intelligence tools that show what callers are doing and experiencing in interactive voice response (IVR) self-service systems. Call Analytics products include two applications: a reporting and monitoring package for IVR systems and a computer telephony integration (CTI) desktop application for customer service representatives. ViA® applications are used by large call centers nationwide to improve customer satisfaction and maximize IVR investment. 

Enacomm® is a registered trademark of Enacomm, Inc. Call Analytics® and ViA® are registered trademarks of Call Analytics, Inc. All other company and product names may be trademarks of their respective owners.

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