SOURCE: Voxify

August 19, 2008 07:00 ET

Voxify Enables the Intelligent Customer Front Door Solution for Genesys Voice Platform 8

Contact Centers Look to Voxify's Speech Solutions to Enhance the Customer Experience and Deliver Personalized Interactions

NEW YORK, NY--(Marketwire - August 19, 2008) - Voxify®, the company that develops, deploys and manages integrated speech solutions to automate customer interactions, announced today that it is one of the first key partners to enable the intelligent Customer Front Door Solution™ (iCFD) for Genesys Voice Platform (GVP) 8. The critical speech solution provides a virtual front door for all incoming calls that enhances the customer experience and delivers personalized interactions. Genesys GVP 8 is a major new release of the leading voice platform from Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris: ALU) (NYSE: ALU).

Voxify's iCFD solution takes advantage of GVP 8's tight integration with the Customer Integration Management (CIM) Platform for call segmentation, routing and reporting. Access to the intelligence in CIM's routing queues will enable faster handling of priority callers, caller options for an automated or live agent, and smart callback services. Additionally, the iCFD will have access to Genesys' Business Process Routing which routes every customer interaction based on the business value of the customer and the available pool of resources.

Voxify, recently recognized by Genesys as the Applications Partner of the Year, provides a wide range of speech solutions to both GVP and Voice Genie customers. Voxify applauds Genesys' move to combine the strengths of these two platforms into a unified, feature-rich, next-generation platform for enterprise-strength speech applications.

"Our partner ecosystem is a critical element of our go-to-market strategy," said Paul Segre, president and CEO, Genesys. "Genesys awarded Voxify the Applications Partner of the Year and we will work closely with them to bring to market complete offerings that enable our customers to be successful quickly."

"Voxify's speech solutions have proven to be very successful in improving call completion and customer satisfaction rates. Now that Voxify has integrated with GVP 8, Genesys customers will be able to deploy more sophisticated speech applications that can provide more personalized automated transactions, outbound calling, and priority routing," said Daniel Hong, Lead Analyst, Voice Business, Datamonitor.

Voxify provides the highest quality speech solutions and unique interactive outbound calling applications to GVP. Using patented technology, Voxify rapidly deploys speech applications capable of sophisticated transactions that previously could only be performed by live agents. Voxify's innovative applications are capable of successfully handling interactive outbound flight check-in, interactive outbound prescription refill, and proactive order status. With such proven applications, Voxify was given early access to GVP 8 so that its applications can be deployed on the new platform.

"This is an arms war and enterprises must battle for market share and generate new, profitable revenue from loyal customers," said John Gengarella, CEO, Voxify. "The intelligent Customer Front Door, with proactive and personalized interactions, is the weapon of choice for enterprises committed to serving their customer base."

For more information about Voxify, please visit www.voxify.com. For more information about Genesys or the Genesys Partner Program, please visit www.genesyslab.com.

About Voxify

Voxify develops, deploys and manages integrated speech solutions to automate customer interactions. Voxify's patented technology enables intelligent and conversational speech applications that deliver an extraordinary customer experience. Offering the fastest time-to-benefit and highest performance, Voxify solutions deliver a superior ROI. As your business changes, Voxify's managed service model ensures the ageless performance of applications. Leaders in customer service including Continental Airlines, Hammacher Schlemmer, and Wyndham International trust Voxify to automate critical customer interactions. For more information, visit www.voxify.com.

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources -- self-service or assisted-service -- to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com.

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris: ALU) (NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com.

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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