BeVocal expands into lifecycle management

BeVocal this week is launching 25 applications packaged into a suite it claims is the industry’s most comprehensive set of voice-enabled application solutions targeting automating customer lifecycle interactions.

The new VoCare CLM (Customer Lifecycle Management) suite is aimed in part at telcos and cable operators with applications aimed at replacing interactive voice response systems. The applications are grouped in five general categories--customer acquisition, billing and payment, account management, service and repair, and call routing.

“We tried to build suits for every segment of the lifecycle,” said Steve Tran, co-founder and vice president of marketing and business development for BeVocal. “We’re helping the service provider manage and care for the customer.”

Among the more compelling applications for service providers is the acquisition category. Called Handset Activator, it allows wireless carriers to activate handsets without retailer involvement or use of human contact at the carrier.

“You can basically buy the handset and walk out of the store,” said Tran, noting that retail activations typically cost carriers $15 to $25. “It credit-qualifies you so you can activate your account.”

BeVocal, which is acting as the outsourcer on the applications, is charging carriers $1.50 to $3 per activation.

“Another reason we think Handset Activator might be catching on is the carriers are starting to leverage those retail agents more,” he said.