SOURCE: Voxify

August 21, 2007 07:50 ET

Voxify Empowers the Contact Center With Its Call Steering Self-Service Speech Application

Self-Service Company Gives Contact Centers Full Control to Make Real-Time Changes to Speech Applications

ALAMEDA, CA--(Marketwire - August 21, 2007) - Voxify®, the company that enables contact centers to offer self-service for customer phone calls, announced today that it is empowering contact centers to make changes to Voxify speech applications themselves. The company's vision of "consolization" puts "web consoles" in the hands of contact center managers who want the control, self-sufficiency, and immediacy of making their own changes to speech applications. The dynamic business environment and changing needs of customers require frequent changes to self-service solutions. The new Call Steering Agent, which is an automated speech recognition solution that provides highly accurate and intelligent call routing, is the first Voxify speech application to include the "web console" capability.

The Call Steering Agent is offered as a Managed Service where Voxify takes the responsibility for deploying, tuning, and supporting the speech application. Contact centers receive a high quality, high performance speech application in an accelerated deployment time. After deployment, contact center managers are trained to use the web consoles and then take control of specific call flows and call routing that frequently change. Examples of Call Steering menu options that often change are options for a seasonal promotion, a new ticketing event, or a new automated service for order status. Voxify is available to make major changes to the Call Steering Agent and to provide 24/7 support to contact centers making their own changes.

"Voxify's vision is to empower contact centers to take full control of their self-service speech solutions. 'Consolization' is the cornerstone of that vision which will expand into our offerings in the future. Contact centers with foresight are looking for competitive advantage to frequently adjust their self-service solutions to rapidly changing market needs," said John Gengarella, President and CEO, Voxify.

"Voxify's deep understanding of the contact center is reflected in its unique approach to customer-centric speech application design. It has further enhanced its speech application offering by introducing capabilities that allow contact centers to make changes to speech applications that have been developed and deployed by a vendor," said Daniel Hong, Lead Analyst, Voice Business, Datamonitor.

Voxify develops self-service applications based on over 60 industry-specific speech application templates. By combining customer requirements with the templates Voxify is able to rapidly deploy the speech applications and facilitate the best ROI. The Call Steering Agent with the web console is available immediately.

About Voxify

Voxify® enables contact centers to offer self-service for customer phone calls. Voxify Automated Agents® are speech applications that offer the lowest risk to deployment and a rapid return on investment. Built from industry-specific templates and patented conversational models, Voxify Automated Agents allow callers to speak naturally -- resulting in the best customer service. Voxify offers managed services for both hosted & premise-based deployments. Millions of callers around the globe speak daily to Voxify Automated Agents when calling such companies as Continental Airlines, Hammacher Schlemmer, and Wyndham International. For more information, call 510 545 5000 or visit

About Datamonitor

Datamonitor is a premium business information company specialising in industry analysis. It helps over 5,000 of the world's leading companies, to address complex strategic issues. Through proprietary databases and wealth of expertise, it provides clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive, Consumer Markets, Energy, Financial Services, Pharmaceuticals and Healthcare, Technology, Transport and Logistics. Datamonitor maintains its headquarters in London and has regional offices in New York, San Francisco, Sydney and Frankfurt.

The Voxify logo, Voxify, Automated Agents and Conversation Engine are trademarks or registered trademarks of Voxify, Inc. All other trademarks mentioned herein are the property of their respective owners.

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