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01. What's the usual turn around time for implementing one of your pre-packaged applications?
Typically 1 to 2 months. The time frame takes into consideration all aspects of the project including contract negotiations, software modification (if required), installation, functionality testing, load testing, implementation and training. Actual times may vary according to client time constraints, and custom development work. Diagenix always works closely with each client to develop an appropriate timetable that is acceptable to all parties.
02. Do you offer leasing?
Yes. We have a relationship with Wells Fargo leasing as well as a number of other leasing companies.
03. Can a non-technical staff maintain the IVR system?
Yes. Diagenix will provide all the necessary training and support materials needed that will allow a non-technical staff to operate, configure and maintain the solution.
04. What are the most common types of IVR application modifications performed by your organization for clients?
Typical modifications consist of:
- Script changes, wording changes, sentence changes, etc.
- Script enhancements
- New product additions
- New options and features
- New data elements
05. Are the basic speech components supplied with your voice applications?
A complete set of professional recorded voice prompts in either a male or female voice are supplied with each voice application. Diagenix also provides complete voice recording services in 25 different languages to meet your individual voice application requirements.
06. What is the typical turnaround time for pricing and quotations?
Turnaround time depends of the size of the project. In most cases we can get preliminary pricing out within 24 hours and for larger RFPs we typically can respond within 5-7 business days.
07. Who are some of your customers?
Fidelity Investments, Canada Life, Safeco, CNA, Protective Life, Citigoup, New York Life, CSC, Alamo Direct, The MONY Group, Mutual of Omaha, Sage Life, Commercial Credit, Forum Financial Group, Does Response, CSS, Aegon, Zurich Kemper Life, RoadLink USA, Liberty Mutual Life, ADP, American Skandia, SwissRe, Phoenix Home Life, Putnam Investments, American Funds
08. How much does IVR hosting cost?
Pricing ranges from $0.17 per minute with a monthly minimum based on your applications requirements to as low as $0.08 per minute for those customers who process millions of calls per month. One-time setup fees may also apply depending on your application requirements.
09. What is your escalation procedure?
If a critical problem is not resolved within a predefined timeframe, notification of the problem will be escalated to higher levels of management within Diagenix by the Customer Support Representative. Severity-level escalation is clearly defined in our licensing agreements as well as our Service Level Agreements.
10. Is remote support available?
Full remote administration and support services are available. Diagenix uses remote administration software to support all of our Teleframe solutions via an Internet/IP or direct dial-up connection.
11. Do you provide recording services for custom prompts and script?
Voice recordings for new or modified scripts are provided for a nominal fee. Diagenix also provides complete voice recording services. Currently, the majority of our voice applications use a female voice as the default. Male voices as well as foreign language recordings can be requested to suit individual application requirements and personas.
12. How long has Diagenix been in business?
Diagenix has been doing business for more than 16 Years.
13. Can I try before I buy?
For hosted applications yes, for on-site installation no. However, in some cases we will build a proof-of-concept application at no charge so that your business and IT folks can get a better understanding and hands-on use of the solutions before you make your final decision.
14. If I wanted to purchase your solution and pay-over time without going through a leasing company is that an option?
Yes. However, a small initial payment would be due up front with the remaining balance amortized over a 3 year period plus a time value of money charge.
15. Is Diagenix a public or private company?
Diagenix is a privately held corporation.
16. Do you require a deposit prior to work initiation or shipping products?
For existing customers who have established credit with us, no. For new customers we do. We may also require a one-time payment based on certain project requirements per engagement.
17. Is remote support available for those who purchase your solutions?
Diagenix supports the use of remote administration software via Internet/IP or direct dial-up connection.
18. What is the best way to contact Diagenix if we are having a problem?
Call the support center and notify us of the problem and provide any supporting documentation via email. You can also go on-line and submit a support ticket. If an acknowledgement and/or ticket number has not been provided to you within your allotted support plan response time contact your primary account representative who will escalate your request.
19. Do you archive problems that are reported to you?
All support inquiries are logged into our internal support and tracking system. Upon entry an automatic support ticket is generated and based on your support plan type is assigned to a customer support representative within our allotted timeframe. All support personnel have the ability to view and search the complete support history for each customer.
20. Can I change my support plan during the term?
You can move up to the next support plan option at anytime during the term of your contract. If for some reason you feel you do not need the extra maintenance and support you may choose to move down in plan options at the time of annual renewal by providing 60 days written notice prior to your annual renewal date.
21. Do you offer extended warranties on your equipment?
Our standard warranty period is two years from the date of purchase for those who participate in our Standard support plan. If you are enrolled in our Extended support plan your hardware warranty is extended for the life of the contract.
22. What's the average response time from when a new support request is received?
99.9% of the time a response is generated within 30 minutes of receiving a problem ticket. We then begin working on the problem immediately.
23. Can I build my own VoiceXML applications and then host them with Diagenix?
Custom voice applications can be built using your own set of tools or by using our Teleframe Application Builder tool. Once you have constructed your voice application we will work with you to ensure that it gets up and running smoothly including back-end integration issues and database resources.
24. Do you offer Service Level Guarantees (SLA)?
Diagenix offers service level agreements to meet even the most demanding requirements. In fact we are so confident in our facilities we will refund you a percentage of your monthly fees for every minute you are down.
25. Is your hosting facility protected against power outages?
Yes. Diagenix uses redundant hosting facilities that are each protected by redundant UPS power systems that can support the data center for up to 1 hour on average. Each facility employs a natural gas generator backup system to protect against an extended loss of commercial power. The generators are configured to automatically start when they sense a loss of power from the local electric gird. Generators are tested monthly to ensure they are in proper working condition.
26. Does the Teleframe environment support VoIP?
Yes, Teleframe products support the use of most standard VoIP protocols such as as SIP and H323. The environment can be configured to work standalone or using third-party media processors such as those provided by Cisco.
27. What is the Teleframe InfoCenter used for?
Business Managers use Teleframe InfoCenter to analyze caller behavior to determine if voice applications are achieving the intended results. System administrators use InfoCenter to analyze performance trends and call volumes within the environment and to make decisions about capacity requirements, load balancing and application tuning.
28. Can I use the Teleframe AppBuilder and run my voice applications on my own server?
Yes. Teleframe AppBuider can be used with most VoiceXML and SALT compliant systems. In fact, you will have the added benefit ofhaving the option to choose between either a VoiceXML or SALT platform. Teleframe App Builder lets you construct voice applications once and deploy in either VoiceXML or SALT, and switch effortlessly between them should your requirements or preference change.
29. What Teleframe components are needed for a simple inbound voice application that could handle 1,000 calls a week?
A great way to get started is with one of our bundled solutions which includes all the basic pieces. For example our Teleframe TF300 Series VoiceXML 8 port analog bundle includes a Teleframe 300 Series server configured with Windows 2003 server five user license or Red Hat LINUX and two D41JCT telephony cards. Eight port license of Teleframe Voice Application Platform, one server license of our Teleframe Info Center, one server license of our Teleframe Control Center, eight port license of Scansoft OSR Tier one speech engine and eight port license of RealSpeak Text-to-Speech single language single voice all for under $30K.
30. How many different voice applications can the Teleframe platform support?
You can deploy hundreds or even thousands of voice applications onto the Teleframe Voice Application Platform. You are only limited by the number of ports and licensing resources which are 100% scaleable allowing you to expanded to thousand of ports distributed across multiple system and multiple sites.
31. How does your support for CTI differ from other voice vendors solutions?
Most voice vendors build one-off DLL or COM calls into each different CTI vendor solution. Teleframe solutions utilize the highly scalable J2EE-based Teleframe CTI Session Manager framework which provides open API hooks to all the major CTI vendors furthering protecting your investment and our commitment to open standards and portability.
32. What type of system monitoring is available?
Teleframe ControlCenter allows system administrators to control and monitor multiple distributed Teleframe Application Voice Platforms in real-time from a single centralized management console. Tools such as SNMP management tools as well as network management tools can also be integrated to further monitoring capabilities. Additionally, fully integration support for our SmartAlert and SmartGuard hosted services are also available.
33. Why start with a packaged voice application rather than using a custom-developed application?
A majority of the time you will find 80% or more of the features you are looking for in a vertical packaged voice application. These voice applications are ready-to-run, fully tested and customizable which significantly shortens your implementation and testing times as well as reducing your overall project costs and mitigating development risks.
34. What differentiates Diagenix voice solutions from competing solutions?
Our voice applications differ in a number of key areas: - The Diagenix approach is centered on a write-once, run-anywhere philosophy. Our products are designed to work, in whole or in part, with third-party and home grown solutions. No Vendor Lock-In.
- Diagenix offers ready-to-run and custom applications that can be purchased, leased, or hosted as requirements dictate.
- Diagenix voice applications are built on the feature-rich Teleframe Voice Application Platform which provides a rich set of common functionality and tools that have been time tested and ready-to-run.
35. Who was your first customer?
Norwood hospital in Norwood Massachusetts was our first customer follow by Fidelity Investments Life Insurance Company and then followed by many others.
36. How long has Diagenix been in business?
The company was founded in 1988 by Anton Arapoff under the name of MicroKnowledge. In 1998 the company reorganized and took on the name of Diagenix. Armed with a new identity and mission focus, Diagenix concentrated exclusively on the delivery of innovative, high-quality IVR systems and enterprise solutions.
37. Is Diagenix VC Financed?
No. Diagenix has grown through reinvestment of annual profits, banking relationships and select shareholders.
38. Does Diagenix focus on one industry or multiple industries?
Between 1998-2003 we were 90% focused in the insurance, financial services and healthcare space. In early 2003 we actively began applying our knowledge, expertise and technologies into other industries such as transportation, government and other vertical industries.
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