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VoiceGenie Technologies Inc. and VoicePort, LLC: The Washington Times Deploys Voice-Automated Self-Services for Customer Care
CHICAGO --(Business Wire)-- Aug. 11, 2004 -- Joint solution from VoiceGenie and VoicePort increases customer satisfaction and ROI for newspaper circulation departments
VoiceGenie Technologies, the world's leading provider of VoiceXML platforms and open communications solutions for next-generation customer care, and VoicePort, a leading provider of voice automation solutions for the publishing industry, today announced at the International Call Center Management (ICCM) Conference and Exposition in Chicago the successful "live" launch of their advanced customer self-serve application at The Washington Times.
The Washington Times, a leading paper in the Washington D.C. area, selected the solution for enhanced service, comprised of VoiceGenie's VoiceXML NeXusPoint(TM) platform and VoicePort's CircPort(TM) application package, in its customer care center in early 2004. After extensive internal testing, the fully integrated, comprehensive self-serve application now takes live subscriber calls to the newspaper's circulation department, handling all routine transactions including reporting a delivery problem, placing a vacation hold or starting a new subscription.
Being one of the first customers in the publishing industry to deploy a voice-services solution for customer self-service and taking an active and important role in helping to optimize the solution for a superior customer experience, The Washington Times' deployment team evaluated the successful integration and implementation very positively.
"This is the 'next generation' in customer service for the publishing industry", said Art Farber, Director of Circulation for The Washington Times. "With the sophisticated and complete VoiceGenie/VoicePort solution, we will serve our customers better and more efficiently."
"VoicePort is extremely excited about this successful live roll-out", said Jacqueline Parks, Chief Technology Officer for VoicePort. "With the joint NeXusPoint/CircPort solution, we provide an industry leading, highly customizable application specifically written for newspaper circulation departments, making it an ideal solution for mid-sized to smaller call centers in the publishing industry to speech-enable subscriber services in a customer-centric and professional, yet cost-effective way."
While proprietary voice systems such as IVR are limited and often result in frustrated callers "zeroing out" to expensive live agents, open standards-based speech recognition technologies provide a simpler, natural interface, allowing 24/7 customer service availability, real-time access to information and reduced call on-hold times for routine calls. With speech-enabled services, call centers can significantly improve customer service levels, generate enhanced operational efficiencies and ROI by reducing the amount of time expensive call center agents spend facilitating routine customer transactions.
"The combined VoiceGenie/VoicePort solution provides the publishing industry with a high-quality, powerful and scalable product with exceptional customer support," said Frank Tersigni, VP of Channels and Business Development at VoiceGenie Technologies. "Being a customizable industry-tailored solution that easily integrates with and leverages existing infrastructures and investments, it enables publishing organizations to realize the benefits of open standards-based voice recognition without the cost, risk and delay of unproven application development."
About VoiceGenie
VoiceGenie Technologies Inc. is the world's leading provider of VoiceXML platforms and open communications solutions for next-generation customer care. Headquartered in Toronto, Canada, VoiceGenie offers a flexible, standards-based framework that includes platforms, packaged solutions, custom applications and services. Our solutions help Enterprises and Telecommunications Service Providers quickly and easily deliver speech or touch-tone applications to automate customer and employee self-service transactions. Since the initial development of markup-based dialog languages including Phone Markup Language (PML) in 1995, and VoiceXML in 1999, VoiceGenie has recognized the value of open-standards environments for delivering exceptional and cost-effective customer service and continues to support and influence the direction of the standard. For more information, visit http://www.voicegenie.com.
About VoicePort
VoicePort, LLC is a provider of advanced speech automation solutions for the publishing industry. VoicePort specializes in producing customizable, affordable, "off-the-shelf" speech solutions. Founded in January 2003 with a highly experienced team of speech engineers, the VoicePort team brings their many years of automation product development experience with large telecom companies to create robust, innovative applications for the publishing industry.
VoiceGenie and NeXusPoint are trademarks of VoiceGenie Technologies Inc. Brands and products referenced herein are the trademarks or registered trademarks of their respective holders.
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