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Zenith Expands IVR Capacity with IVS and Voxeo
Zenith Expands IVR Capacity with IVS and Voxeo
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PUBLISHED:
JANUARY
14
2013

Zenith American Solutions Expands IVR Capacity To Allow 24/7 Access For Providers -- IVS uses Arca+ and Voxeo to migrate the country's largest Third Party Administrator to a new communications platform in one-third the time and cost of upgrading existing IVR

WAKEFIELD, MA, ORLANDO, FL and SEATTLE, WA January 14, 2013 -- Integrated Voice Solutions (IVS), the industry-trusted architect of customer experience solutions across automated channels, and Voxeo, the leading provider of Unlocked Communications(TM), announced today the completed migration of Zenith American Solutions' IVR system to a newer, more robust, open standards-based platform in 30% of the time and at a lower cost than would have been required to rewrite the company's existing IVR applications.

Zenith American Solutions required expansion of its legacy Interactive Voice Response (IVR) solution to provide an even higher level of service for its clients. However, it was quickly determined that adding new ports would be cost prohibitive, and the necessary upgrade to the newer version of its existing IVR platform would require applications to be completely rewritten, resulting in a lengthy and expensive re-development project.

"Zenith American Solutions wanted a solution to facilitate its proactive customer service business model," said Jay Bolton, Chairman of IVS. "Prior to IVS involvement, Zenith American Solutions had stalled, even though they had assessed the need to provide a robust IVR solution for their clients."

Rather than expand its existing proprietary IVR platform, Zenith American Solutions decided to work with IVS to implement Voxeo alongside its existing platform in order to deliver the additional ports required for business expansion. IVS used the Arca+ conversion product to migrate the applications in 30% of the time required to redevelop those applications from scratch. "Because Arca+ converts code from one platform to another exactly as it exists, the application functions and logic required were transposed perfectly from the existing proprietary platform to Voxeo code, which results in an identical user experience across both old and new platforms," noted Bolton. The added benefit is that Zenith American Solutions now has the capability to implement and support new technologies and channels such as SMS, mobile applications, location based services, and social media, while controlling the annual maintenance and support charges for its IVR.

"Arca+ worked as promised," said John Silva, Director - Infrastructure Services for Zenith American Solutions. "The migration to Voxeo technology using Arca+ has enabled us to quickly and cost effectively expand our business needs and offer IVR applications to our clients. Using Voxeo, we now have the ability to deploy IVR applications to other clients without having to re-write code and with an open-standards solution that will allow us to handle growth effectively and efficiently in the future. IVS went beyond our expectations for solution delivery and has been instrumental in supporting our internal staff throughout the migration."

"This is a perfect example of a company that was looking for a great solution that was not only cost effective and quick, but would also serve them well in the future with the addition of more ports and more channels of communication," said Clayton Reed, Executive Vice President of Sales and Operations at Voxeo. "We're thrilled that we could quickly, easily and cost effectively use Arca+ to migrate Zenith American Solutions to Voxeo 's open standards solution."

About Zenith American Solutions

Zenith American Solutions provides 120 years of collective experience to nearly two million plan participants. Its combined focus is providing the technologies, services, systems and support to self-funded Health and Benefit plans so they get the cost effective solutions they need for increasingly complex regulatory requirements. Zenith American Solutions is the largest independent third party administrator in the United States and currently operates 37 offices nationwide. For more information, visit www.zenith-american.com.

About Integrated Voice Solutions

IVS is an industry-trusted architect of customer experience solutions that assists businesses in connecting with their customers across automated channels. By building technologies that allow implementation of positive, personalized, and interactive end-user experiences, IVS is shaping the way businesses communicate. IVS customers include some of the largest organizations in the world, representing all industries. For more information, visit www.integratedvoicesolutions.com.

About Voxeo

Voxeo unlocks communications. We loathe the locks that make voice, SMS, instant messaging, Twitter, web chat, mobile web, unified communications and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving - fueled by a company-wide obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100 from our headquarters in Orlando, Beijing, Cologne, and London. Visit us or join our conversations on the web at www.voxeo.com, blogs.voxeo.com or twitter.com/voxeo.

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