SOURCE: Voxify

August 21, 2007 07:50 ET

Voxify Partners With Genesys to Deliver Self-Service Solutions for the Telephone

Agreement Combines Voxify's Automated Agents Application With the Genesys Voice Platform to Bring Best-of-Breed Speech Solutions to the Contact Center

NEW YORK, NY--(Marketwire - August 21, 2007) - Voxify has signed an agreement with Genesys to deliver Voxify's Automated Agents® self-service speech applications on the Genesys Voice Platform in conjunction with Genesys' hosted and managed services solutions.

Through the agreement, Genesys will subcontract the application development and maintenance of Voxify applications and support them under Genesys' Professional Services application support model. Voxify typically delivers its applications through Managed Service Providers (MSPs) and Genesys will become the provider to the MSP/hosting partner. This allows Genesys to ensure they are certified on the Genesys Voice Platform (GVP) and their traffic can be moved from non-GVP platforms to GVP platforms. Genesys will also offer these applications to end-user customers directly for premises deployment on a utility-based model (e.g. per minute pricing).

Built from industry-specific templates that incorporate Voxify's industry-leading technology and design expertise, Automated Agents achieve the highest call completion rates and deliver the best customer service in the industry. Deployed in as little as 6 to 8 weeks, these applications offer the lowest risk to deployment and a rapid ROI. Each of these templates leverages Voxify's patented Conversation Engine® which powers the Automated Agents to replicate the effectiveness of the best live agents. Callers can engage in a conversational dialog and can successfully complete their calls, whether they are informational, transaction-based, or outbound.

Genesys Voice Platform is a standards-based software platform for interactive voice response to provide cost-effective customer interactions 24x7. Genesys Voice Platform incorporates speech recognition technology for conversational exchange to identify and resolve customer requests. GVP is tightly integrated with the Genesys Customer Interaction Management Platform so that callers can seamlessly escalate from self-service to agent-assisted service and preserve the context and content of their calls.

Through their unique modular template architecture Voxify will deploy innovative speech self-service solutions on GVP capable of dynamically presenting purchase and status information and completing transactions in an efficient and consistent conversational manner. Voxify experts will be on hand both during and after the deployment to provide the maintenance, monitoring and tuning critical to the ongoing success of these applications.

"With so many touchtone IVR systems today reaching end-of-life, now is the perfect time to bring speech-enabled applications into the self-service channel. Our customers will benefit from the rapid ROI that Voxify's speech applications deliver and their end-users will enjoy a high quality conversational interaction that completes their transaction quickly and painlessly," said David York, VP of North American Service Provider Sales for Genesys. "With the tight integration of the Voxify Automated Agents and GVP, customers will get better inbound call management and routing, resulting in improved customer service and operational efficiencies."

"We are excited about this partnership because it means Genesys customers will be able to provide speech self-service options for their callers in a low risk, high reward manner that can be brought to market at lightning speed," said Roger Nunn, VP of Worldwide Sales for Voxify. "Our customers have experienced deployments in as little as 6 to 8 weeks, and see completion rates of more than 85%. In addition, the Voxify Managed Services team implements best practices that ensure the speech application continues to deliver the highest level of service after deployment, without having to utilize the customer's IT resources."

This solution is currently deployed at a leading national retail pharmacy chain and at three other multichannel retail brands, each of whom are reducing costs while differentiating themselves with high quality self-service options for their customers.

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 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 or visit the industry blog at

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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