SOURCE: VoiceObjects, Inc.

December 11, 2007 06:00 ET

VoiceObjects 7.2 Adds Dynamic Video Generation, Business Task and Personalization Tracking and Analysis

First Phone Application Server Software Suite to Provide Out-of-the-Box Analytics and Reporting on Business Process Metrics

SAN MATEO, CA--(Marketwire - December 11, 2007) - VoiceObjects, Inc., the leading provider of adaptive self-service phone portals, today announced the availability of VoiceObjects 7.2, the latest version of the company's award-winning phone application server software suite. VoiceObjects 7.2 contains new features and capabilities, including VoiceObjects Media Mixer, a dynamic video rendering engine. VoiceObjects Server and VoiceObjects Analyzer, two major components of VoiceObjects 7.2, now include the ability to track and analyze the completion of business tasks by phone self-service users. In addition, the company announced support for the Cognos 8 Business Intelligence platform.

"In order to deliver excellent customer service, it is vital that organizations strategically leverage their IVR platform to conduct more intelligent customer transactions to promote retention and upsell and cross-sell opportunities," said Daniel Hong, Lead Analyst of Customer Interaction Technologies at Datamonitor. "With VoiceObjects 7.2's analytic and reporting capabilities, business managers have greater visibility into the caller experience. By offering a clearer picture of consumer behavior, businesses can tailor the customer experience so it fits in with overall trend towards personalized customer service."

Personalized, Dynamically Generated Video

VoiceObjects 7.2 supports phone applications that use voice, video, text, touch-tone, and Web interfaces. VoiceObjects Media Mixer enables the dynamic rendering of video. Video clips, audio clips, text, images and HTML snippets are dynamically assembled and rendered at call-time, creating high-quality video for delivery to phone screens. Video contents can be selected in response to caller behavior or in accordance with information contained in CRM or other databases, providing per-caller personalization. Dynamically generating video also enables other customization, including the intelligent selection and delivery of a particular video from a library of available advertisements.

Track and Analyze Business Tasks, Per-Caller Personalization

VoiceObjects 7.2 features significant enhancements to VoiceObjects Server and VoiceObjects Analyzer, enabling organizations to track and analyze the completion of business tasks by phone self-service users. Using these features, business users, rather than programmers, can monitor and optimize the performance of phone applications, reducing the time and resources required for these tasks. The software automatically logs business task execution results in the VoiceObjects Infostore for analysis. Typical business tasks include successfully booking an airline flight or resetting a PIN. Key performance indicators for business tasks are also automatically logged, including number of attempts, success rate, caller behavior during task completion and metrics related to voice recognition quality.

In addition, VoiceObjects 7.2 can track and analyze a phone application's per-caller personalization, providing information on, for example, "gold" customer caller behavior vs. "platinum" customer caller behavior. The new analytics capabilities are complemented by support for the Cognos 8 Business Intelligence platform, in addition to Business Objects and MicroStrategy platforms, which are currently supported.

Support for the following media platforms were added in VoiceObjects 7.2.

--  atip aVP 5.6
--  Cisco IOS VXML 2.0
--  Edify EVIP 10.0
--  Holly Voice Platform 4.2
--  Envox 7
--  Materna Anny Way USSD Gateway
--  SandCherry Voice Platform 3.2
--  Voxeo Prophecy Voice Platform 8.0
--  Voxpilot Open Media Platform 3.2
--  VoiceGenie 7.2
--  WindMobile UXML-HTTP Interface Handler Module 1.0

For a complete list of all platforms and versions supported go to

About VoiceObjects

VoiceObjects is redefining over-the-phone customer service for global enterprises and carriers. By delivering personalized self-service phone solutions, VoiceObjects enables organizations to customize their customers' experience, to integrate phone self-service into comprehensive customer experience strategies and to manage the complexity of the world's most sophisticated phone applications. VoiceObjects' award-winning phone application server software, used by leading companies including Adobe, T-Mobile, and Volkswagen Financial Services, provides personalized customer service experiences to more than 500 million callers each year. VoiceObjects is privately held and headquartered in San Mateo, Calif. For more information, please contact (650) 288-0299 or visit

About Datamonitor:

Datamonitor is the world's leading provider of online data, analytic and forecasting platforms for key vertical sectors. We help our clients, 5,000 of the world's leading companies, profit from better, more timely decisions. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive & Logistics, Consumer Markets, Energy, Financial Services, Healthcare, Retail and Technology. Datamonitor maintains its headquarters in London and has regional offices in Frankfurt, New York, San Francisco and Sydney. See for further details.

Contact Information

  • Media Contacts
    Kelly Cytron
    Phone: +1 415 271 3638
    Email: Email Contact

    Sabine Winterkamp
    Phone: +49 (0)2204 / 845-142
    Email: Email Contact