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Web Meeting - Nuance Partners with Genesys to Integrate Voice for On Demand

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April 29, 2008

Nuance Partners with Genesys to Integrate Voice for On Demand

By Susan J. Campbell, TMCnet Contributing Editor


Nuance (News - Alert) Communications has announced a partnership with Genesys Telecommunications Laboratories to integrate the Genesys Voice Platform (GVP) into Nuance’s On Demand Network.


This relationship will enable enterprises to gain access to GVP in a highly scalable and reliable hosted call center solution that enables their consumers to effortlessly get help, make purchases and save time.

As part of the joint agreement, Nuance will combine the power of the Nuance On Demand carrier-grade VoiceXML (News - Alert) hosting network with Genesys Voice Platform as one of its preferred partners for delivering state-of-the-art self service interactions in a secure hosted environment.

As one of the world’s largest and most secure VoiceXML hosting networks, Nuance’s On Demand Network successfully processes millions of calls every day.

This partnership will allow enterprises to utilize Genesys’ (News - Alert) voice platform through Nuance’s On Demand Network to greatly simplify operations and achieve efficiencies including transparent software and hardware upgrades, faster deployments, lower cost for new initiatives, seamless access to future proof technology and access to the world’s largest group and speech technologies experts.

Enterprises will also benefit by mitigating the distraction of capacity planning, traffic spikes or systems availability, and can focus on running their business and better servicing customers.

"We're pleased to team with Nuance to deliver this solution to enterprises wishing to leverage the power of an On Demand Call Center solution," said David York, vice president of North American Service Provider Sales for Genesys, in a Tuesday statement. "Consumers are increasingly becoming more demanding of automated services, so partnering with Nuance, a recognized leader in hosted speech solutions is a natural fit."

This partnership will enable organizations to leverage their existing investment in Genesys’ comprehensive suite of Customer Interaction Management solutions while also benefiting from Nuance’s powerful speech network.

Nuance provides flexible deployment models that allow solutions to be quickly launched in a hosted model to achieve the highest ROI. The company also delivers programs to migrate these successful solutions to customer premises.

"This solution is ideal for enterprises looking to leverage their existing call center investment to simplify operations, accelerate deployment and integrate functionality from both the Nuance On Demand Network and the Genesys Voice Platform," said Mikael Berner, president of Nuance's On Demand business unit, in Tuesday’s statement.
 
"Integrating the Genesys on-premise solution into our hosting network provides their customers with an effective end-to-end call center solution geared at higher efficiencies through increased automation and call completion."

While the call center is an essential element of delivering a quality customer service experience, efficiency within the call center is even more important. This latest partnership between Nuance and Genesys will enable call center customers to maximize their operations and self service portals to ensure that each customer experience is of the highest quality. In doing so, these companies are helping to drive business for their customers, thereby driving demand throughout the marketplace.
 
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Best Practices for Implementing a First Contact Resolution Program in the Contact Center brought to you by Enkata.

 







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