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Speech Applications Feature Article


January 30, 2006

TuVox Announces Another Year of Record Growth

TMCnet News


TuVox announced continued momentum and growth through customer acquisition as its conversational speech applications drive caller adoption, customer satisfaction and some of the highest automation rates in voice self-service.

During 2005, TuVox expanded its customer base to over 50 companies worldwide, with hundreds of applications in production. This has accelerated TuVox's market penetration in key industries, including retail and financial services. TuVox significantly increased its growth in the communications market by deploying over 100 speech applications at MCI, Telecom New Zealand and Visage Mobile. Charter Communications, a joint customer with Convergys Corporation, used TuVox to deploy a conversational self-service application that processed pay-per-view orders for the 2005 College Football season. In addition, TuVox continued its momentum in the technology and consumer electronics market with the addition of several new customers including Canon, Gateway and UK-based OmPrompt.

"At Canon we wanted an efficient way to get our customers who are calling for customer service to the right agent with the appropriate product expertise," said Elliot Cohen, Director of Technology & Support at Canon. "With our old IVR application many calls needed the assistance of an operator, to get the customer to the right agent. The TuVox Perfect Router speech application identifies what the caller is calling about and the product for which they need support and accurately routes the customer to the right agent quickly and efficiently. As a result, we have noticed a significant reduction in number of calls that need to be routed by an operator, with related savings in telephony costs and associated labor expense."

TuVox also advanced their expansion into the retail market through the acquisition of key customers such as 1-800-FLOWERS, Brookstone, Hickory Farms and Office Depot. Examples of other key customer acquisitions include ABN AMRO, Citibank, Time Customer Service and TV Guide. "We're achieving an almost 60% average automation rate on the applications we've employed thus far with TuVox, including authentication and account and payment information," said David Acton, Director of Subscriber Services at TV Guide. "We're actively making plans to add additional applications."

Nearly all of these customers were acquired in partnership with key TuVox strategic partners, including Aspect Software, Convergys, Gen-i in Australia and New Zealand, Genesys, IBM, Nuance, PSS and Tellme Networks. Each of these partnerships has been instrumental in helping fuel TuVox's growth in 2005 and have established a solid base for strong mutual growth in 2006.

TuVox significantly expanded its product offerings in 2005. In addition to delivering CVR (Conversational Voice Response) Release 5.0, the next generation of its award-winning Life Cycle Management Suite, TuVox launched its Voice-Enabled Knowledge Base speech applications and over 40 voice self-service applications. With these new and enhanced product releases, TuVox increased its range of applications that can be easily customized to an enterprise's business. There are now several hundred TuVox applications deployed globally, achieving record industry automation rates for TuVox customers. The complete line of TuVox speech applications now includes Conversational Call Routing, Self-Service Modules, Live Agent Time Savers, Voice-Enabled Knowledge Base and Custom applications.

Additional key milestones in 2005 include the launch of TuVox international operations and gaining new customers in the European and Asia Pacific regions. TuVox also completed the acquisition of NetByTel. This acquisition contributed to further expansion of TuVox customers, technology and skill base. Coming into 2006, over 70% of TuVox's customers are using the TuVox managed services deployment offering.

"TuVox remains committed to providing speech applications that will change the way companies think about and use voice self-service," said Larry Miller, president and CEO, TuVox. "We launched 2005 with the specific objectives of expanding our product capabilities, growing our customer base and establishing global market presence. I am very pleased that the TuVox team, in conjunction with its strategic partners, has delivered on each of those objectives. This resulted in substantial record sales for the company in 2005, and we are well positioned for multiple times revenue growth in 2006, including nearly doubling revenues in our fiscal first quarter over our latest record fourth quarter. We look forward to further accelerating our growth in the market by providing customers with the capabilities to provide a personalized and positive caller experience."

About TuVox

TuVox is the leading provider of enterprise speech applications. TuVox speech applications achieve the industry's highest levels of caller adoption and call automation. Based on patented natural language technology, TuVox speech applications are highly conversational and provide a personalized and efficient caller experience. TuVox speech applications automate virtually any type of call, including natural language call routing, self-service transactions and product support. TuVox combines built-in speech application best practices with award winning lifecycle management software to make voice automation so cost-effective that any enterprise can deploy and maintain it. Compared with typical "custom applications", TuVox provides a superior ROI and ownership experience.

TuVox customers include companies such as Activision, ABN-Amro, AvMed, Citibank, Netflix, Office Depot, Time Customer Service, TiVo, TV Guide and the United States Postal Service.

TuVox is a registered trademark of TuVox Incorporated. All other company or product names mentioned may be trademarks or registered trademarks of the respective companies with which they are associated.

TuVox 2006 Announcements: http://tuvox.com/releases/pr_060130.html



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