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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 newsdesk@closeupmedia.com))
((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))
Copyright 2007 Wireless News
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