TMCnet News
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[January 29, 2004] VoiceObjects Lands Major Order From Germany's Postbank VoiceObjects AG has secured a contract to equip Postbank AG, Germany's largest retail bank, with a new automated telephone banking system. VoiceObjects, the leading provider of Voice Application Management Systems (VAMS) for developing and operating voice services, announced today that the contract includes integration of speech processing systems with the necessary back-end software and databases, as well as the development of new applications and services for telephone banking customers. Postbank chose the VoiceObjects solution after tests showed that the open standards based Voice Application Management System offered advantages in both service quality and user satisfaction. "Friendly user" testing of a prototype by several hundred Postbank customers revealed that 78% of respondents were satisfied or very satisfied with the system. In particular, callers rated the dialog style and the naturalness of the application very positively.The economic arguments for the VoiceObjects VAMS architecture were similarly compelling. A voice application on such a scale, designed to handle over 100,000 calls per day, can only be operated cost-effectively with a managed, server-based solution such as a VAMS. Another important factor was VoiceObjects' ability to integrate with existing IBM middleware and voice recognition software (also from IBM), protecting Postbank's investment. "We will completely relaunch our telephone banking system in a few weeks, taking a major step forward in terms of user satisfaction, cost effectiveness, and long-term viability. The concept of voice-based customer self service over the telephone fits perfectly into our multi-channel strategy," explained Werner Wessinghage, Head of Direct Marketing at Postbank. "A contract from a company as respected as Postbank is a significant success for VoiceObjects, and underlines the quality of our products and solutions," said Karl-Heinz Land, CEO of VoiceObjects AG. "Developing and maintaining a deployment on this scale is a challenge that would not have been economically feasible or technically possible without the power and performance of VoiceObjects Factory," added Land. |