Digital DataVoice (DDV) deploys customized, scalable call center solutions which increase operational efficiency and ROI, create personalized customer communications and identify profitable cross-selling and upselling opportunities across your existing client base. We recently spoke with Matt Bashaar, Strategic Account Manager at DDV, to learn more.

Overview:

DDV is one of the largest and most experienced independent IVR, CTI and multichannel integrators in North America. Since 1987, DDV has provided business-to-consumer communications solutions including application development, comprehensive maintenance and support. They specialize in self- and assisted-service technologies for call centers and have longstanding relationships with many Fortune 500 companies.

How are you specifically addressing your market?

DDV's project management dashboard tracks open issues, performance and future development

DDV’s decades of experience in a wide range of vertical markets help us to understand industry best practices. However, we know each company is unique and we go to great lengths to study your business and discover the needs of your customers. This process allows us to deliver personalized and consistent interactions to improve customer satisfaction. Digital DataVoice’s clients have seen dramatic improvements in ROI, customer satisfaction and reduction of total cost ownership. We help you use technology and state-of-the-art communications tools from companies like Voxeo to do the same. We use automated call center solutions so you become more productive, provide exceptional customer service and save money.

We offer best-in-class solutions for call center compliance and productivity. DDV helps you reduce inbound call volume by anticipating and solving customer needs and offering self-service solutions. We also work to integrate your communications and legacy systems into your organization’s entire business management strategy to improve overall operational efficiency.

Why did you choose to partner with Voxeo?

After initially considering Voxeo as a hosting partner due to the carrier-grade offerings and uptime guarantees, we realized there was a significant technology advantage with Voxeo. We’ve worked with over a dozen other IVR platforms and none were comparable. VoiceObjects, in particular, is at the forefront of the industry for its unique abilities in reporting and analytics, which give us the ability to compare performance to benchmarks and assess and optimize solutions for maximum effectiveness.

What’s up next for DDV?

We’re increasing our focus on mobility – Voxeo’s platform gives us the ability to expand our mobile offerings and give a consistent user experience across channels. Building on our work with successful mobile strategies for self-service and increasing multi-channel ROI, we will continue to establish ourselves as the subject matter expert in this area.

In addition to mobility, DDV continues to refine our core delivery process and customized it to today’s industry needs; specifically, for shorter, more focused delivery cycles. We have adopted many Six Sigma principles to come up with a best-of-breed, quality-based methodology tailored for IVR and CTI delivery. DDV uses a comprehensive project management methodology based on Project Management Institute (PMI) standards and processes.

Our experience, honed over two decades, is evident in the complete solutions we provide to our customers. Our design standards are second to none in the industry and we deliver all-inclusive solutions. Our process is focused on achieving measurable business results.

For more info, visit DDV’s website or contact David Zweber, Director of Marketing, at 651-686-3000.

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