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February 05, 2008

Intervoice Announces New Contracts for End-to-End Contact Center Suite

By Stefania Viscusi, TMCnet Assistant Editor

Speech technologies provider, Intervoice (News - Alert), Inc., has announced it signed new deals with three customers for the current fiscal quarter, ending February 29, 2008.
The deals include Intervoice's expanded multi-channel contact center suite and are noted as being "a direct result of Intervoice's ability to deliver an integrated self-service to live assistance contact center suite to new and existing customers."
According to reports, the contracts are not large financial commitments, valued at approximately $3 million, but highlight Intervoice's offering and its ability to deliver flexible solutions that address a company's specific needs for different customer media channels including, email, Web chat and traditional voice.
Intervoice has said it anticipates completing its delivery obligations under the orders over the next three quarters.
"We are very excited to see such a positive response to our integrated self-service to live assistance story. Our customers are very pleased that we have expanded our portfolio to the broader contact center market. The extension of self-service with intelligent routing to live agent assistance creates a customer focused, cost effective contact center," said Jim Milton, Chief Operating Officer, Intervoice in a statement to the press.
"Today's announcement is further evidence that enterprises are recognizing the value of our vendor agnostic self-service to live assistance solutions without having to replace their existing phone systems."
The Department of Human Services Office of Recovery Services for the State of Utah is one of the customers who will deploy Intervoice for a self-service to live assistance solution over multiple locations with a single, central point of management.

“Being a State government agency, we have a very detailed process which we have to follow when selecting a new technology vendor. The purpose for that process is to ensure that the State selects the best product for the best price. Intervoice’s self-service-to-live assistance is a complete solution and was selected over the other products,” commented Mark Brasher, Director, Utah State Office of Recovery Services. “When we looked at the quality of the product combined with the expertise of the Global Consulting Services team and the dollar value of the offering, Intervoice became the clear choice. We are excited to be working with such an outstanding organization.”

Also, a North America-based company that processes more than 15 billion payment transactions annually will make use of Intervoice's multi-channel contact center capabilities and one of the United States' largest financial services companies have chosen Intervoice's software-only, IP-based solution to launch a new Web chat capability for their customers.

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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