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Voxify Links with Genesys to Deliver Self-Service Solutions for the Telephone(Wireless News Via Thomson Dialog NewsEdge) Voxify has signed an agreement with Genesys to deliver Voxify's Automated Agents self-service speech applications on the Genesys Voice Platform in conjunction with Genesys' hosted and managed services solutions. Through the agreement, Genesys will subcontract the application development and maintenance of Voxify applications and support them under Genesys' Professional Services application support model. Voxify typically delivers its applications through Managed Service Providers (MSPs) and Genesys will become the provider to the MSP/hosting partner. This allows Genesys to ensure they are certified on the Genesys Voice Platform (GVP) and their traffic can be moved from non-GVP platforms to GVP platforms. Genesys will also offer the applications to end-user customers directly for premises deployment on a utility-based model (e.g. per minute pricing). Built from industry-specific templates that incorporate Voxify's technology and design expertise, Automated Agents achieve the highest call completion rates and deliver the best customer service in the industry. Deployed in as little as 6 to 8 weeks, these applications offer the lowest risk to deployment and a rapid ROI. Each of these templates leverages Voxify's patented Conversation Engine which powers the Automated Agents to replicate the effectiveness of the best live agents. Callers can engage in a conversational dialog and can successfully complete their calls, whether they are informational, transaction-based, or outbound. Genesys Voice Platform is a standards-based software platform for interactive voice response to provide cost-effective customer interactions 24x7. Genesys Voice Platform incorporates speech recognition technology for conversational exchange to identify and resolve customer requests. GVP is tightly integrated with the Genesys Customer Interaction Management Platform so that callers can escalate from self-service to agent-assisted service and preserve the context and content of their calls. Through their unique modular template architecture Voxify will deploy speech self-service solutions on GVP capable of dynamically presenting purchase and status information and completing transactions in an efficient and consistent conversational manner. Voxify experts will be on hand both during and after the deployment to provide the maintenance, monitoring and tuning critical to the ongoing success of these applications. "With so many touchtone IVR systems today reaching end-of-life, now is the perfect time to bring speech-enabled applications into the self-service channel. Our customers will benefit from the rapid ROI that Voxify's speech applications deliver and their end-users will enjoy a high quality conversational interaction that completes their transaction quickly and painlessly," said David York, VP of North American Service Provider Sales for Genesys. "With the tight integration of the Voxify Automated Agents and GVP, customers will get better inbound call management and routing, resulting in improved customer service and operational efficiencies." "We are excited about this partnership because it means Genesys customers will be able to provide speech self-service options for their callers in a low risk, high reward manner that can be brought to market at lightning speed," said Roger Nunn, VP of Worldwide Sales for Voxify. "Our customers have experienced deployments in as little as 6 to 8 weeks, and see completion rates of more than 85 percent. In addition, the Voxify Managed Services team implements best practices that ensure the speech application continues to deliver the highest level of service after deployment, without having to utilize the customer's IT resources." ((Comments on this story may be sent to [email protected])) ((Distributed on behalf of 10Meters via M2 Communications Ltd - http://www.m2.com)) ((10Meters - http://www.10meters.com)) Copyright 2007 Wireless News |