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Speech Applications Feature Article

[August 15, 2005]

TuVox Launches Voice-Enabled Knowledge Base Speech Applications

Assistant Editor, Customer Interaction Solutions

Enterprise speech applications provider TuVox today announced the release of its Voice-Enabled Knowledge Base speech applications, which allow callers to use voice self-service for resolution of a wider range of complex customer service calls that historically could only be handled through Web self-service or live agents.

Based on patented natural-language technology, TuVox speech applications are highly conversational, also providing a personalized and efficient caller experience. The companys speech applications automate nearly any type of call, including natural-language call routing, self-service transactions and product support.

TuVox Voice-Enabled Knowledge Base applications, of which there are nine total, allow enterprises to leverage existing investment in knowledge bases and Web self-service to deliver robust speech applications that are designed to successfully diagnose and provide step-by-step resolution of myriad varieties of customer services issues. TuVox claims its customer companies that have deployed these applications have realized up to 63 percent automation of complex customer support calls.

By delivering robust speech applications that can easily be updated to synchronize with the latest content in enterprise knowledge bases and Web self-service sites, companies can now offer voice self-service as an integral part of their CRM channels, said TuVox President and CEO Larry Miller in a company statement.

With Voice-Enabled Knowledge Base speech applications, TuVox merges the customers knowledge base with prebuilt speech functionality and built-in VUI best practices using patent-pending TuVox SmartGen technology. This combination aims to enable customers to address a wider range of applications than those previously offered by similar applications from technical support through healthcare benefits inquiries and package shipment inquiries. With this release, customers are able to more successfully automate a larger percentage of their complex and expensive customer support calls (e.g., technical troubleshooting, game software support, password reset, etc.).

TuVox has deployed these applications in as few as five weeks and is delivering successful automation rates of more than 58 percent to 63 percent to its customers. TuVox Voice-Enabled Knowledge Base applications provide 15 built-in reports that document system performance to enable rapid tuning of the applications. As well, these applications include a content survey capability for allowing callers to rate content. Also included are TuVox Live Agent Time Savers, which reduce agent call-handling time through CTI integration and delivery of complete call history to agents for partially automated calls.

In other company news, TuVox today launched version 5 of TuVox CVR 5.0 (Conversational Voice Response), the companys lifecycle management suite. TuVox CVR 5.0 enables rapid customization of TuVox speech applications to enterprise content and business processes. TuVox CVR Lifecycle Management Suite includes the following: TuVox Lifecycle Management Software; TuVox Analytics and Reporting; and TuVox Component Services. Key enhancements in CVR 5.0 include advanced capabilities for transactional and data intensive applications, as well as enhanced application reporting support and more standard reports to speed application tuning and measure overall performance.

David R. Butcher is Assistant Editor of Customer Interaction Solutions.

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