|[April 06, 2004]
Voxeo Introduces Industry's First 100% IVR Hosting Uptime Guarantee; IVR Hosting Reliability Bar is Raised Through New Extreme Service Level Agreement
ORLANDO, Fla. --(Business Wire)-- April 6, 2004 -- Voxeo Corporation, the leading standards-based VoiceXML and CCXML IVR platform provider, today announced a new IVR hosting service level agreement (SLA) as part of the company's continuous focus on customer service and reliability excellence. The new SLA offers a 100% uptime guarantee and refunds customers 1% of their monthly recurring fee per minute of downtime. With this announcement, Voxeo sets a new standard for SLA's in the IVR hosting industry.
While providing perfect uptime is a significant challenge, Voxeo has successfully delivered 100% uptime to most of our IVR hosting customers since early 2003. We're increasing our service commitment to all of our customers by putting this milestone in writing with the IVR industry's first guaranteed 100% uptime agreement, said Jonathan Taylor, President and CEO, Voxeo Corporation. This service level agreement - the Voxeo Extreme SLA - is part of our extraordinary Extreme Support(TM) customer service program. The Extreme SLA is exactly what you'd expect from a customer support program so good it became a brand.
In addition to its aggressive SLA and refund policy, Voxeo ensures its customers avoid any IVR downtime through the use of a comprehensive, redundant, multi-tiered IVR service architecture. At each Voxeo VoiceCenter hosting facility, redundant power and HVAC systems provide core utilities. Multiple connections to three different long-distance and Internet providers are terminated by dozens of Cisco carrier-class routers and voice gateways. From there, IVR applications run on over one-hundred redundant VoiceXML and CCXML IVR servers.
Finally, to meet 100% uptime requirements, all IVR calls are load balanced and can seamlessly fail-over between two completely replicated Voxeo VoiceCenter IVR hosting facilities in Atlanta, Georgia and Orlando, Florida.
While other service providers commit to offering three or four nines (99.9 to 99.99%) of IVR reliability, Voxeo is the first to offer 100% guaranteed uptime, backed by our constant focus on customer support and our $38 million dollar investment in redundant IVR infrastructure and technology, said Stephen Lewis, Vice President of Customer Service and Network Operations, Voxeo Corporation. As a result, enterprise and government customers are increasingly turning to Voxeo VoiceCenter IVR hosting to fulfill their mission-critical IVR requirements.
Voxeo Corporation is the leading provider of standards based, hosted and customer premise IVR solutions. These solutions extend versatile IP and XML technologies to make it easy to create, deploy, and maintain the widest variety of telephony applications. Voxeo customers, VARs, resellers, and channel partners leverage these solutions to enhance customer care, reduce costs, and generate new sources of revenue. For more information, visit http://www.voxeo.com, or call +1 (407) 418-1800.
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