April 16, 2008 07:52 ET
Voxify Supports Genesys to Deliver the "Intelligent Customer Front Door" Solution
Voxify to Provide a Suite of Speech Self-Service Applications for iCFD to Create a Highly Personalized Response and Great Customer Experience
ALAMEDA, CA--(Marketwire - April 16, 2008) - Voxify®, the company that enables contact
centers to offer self-service for customer phone calls announced that it
will provide critical speech applications in support of the Genesys
"Intelligent Customer Front Door™" (iCFD) solutions. The integrated
speech solutions will deliver a virtual front door for all incoming calls
to enhance the customer experience and deliver a consistent brand image by
applying business logic to each transaction that considers caller identity,
intent, preferences and call context to enable personalized interactions.
Genesys introduced the iCFD solution framework in early April which
leverages Voxify's self-service solutions. Already a provider of the
highest quality speech self-service to the Genesys Voice Platform (GVP),
Voxify provides a suite of customer interaction applications that are
pre-integrated with the Genesys Dynamic Contact Center. Additionally,
Voxify brings to the table unique interactive outbound
calling applications and flexible deployment options.
More than 74 percent* of consumers surveyed said a great contact center
experience has a major impact on their loyalty. However, many businesses
today use technology to only deflect calls and contain costs, and these
systems have frustrated their customers. The iCFD improves the overall
customer experience by leveraging Genesys Voice Platform and Customer
Interaction Management Platform, combined with a business rules engine and
Voxify's customer interaction applications and expertise. With an iCFD
Solution an enterprise can:
-- Discern the identity and intent of a caller in the fewest steps
-- Gather relevant information from back-end data or workflow to
understand the context of their call
-- Determine how to treat callers based on established business rules
-- Match the most relevant and available resource, including self-
service, proactive notification, automatic callback or live service to
deliver the best customer experience.
Unlike traditional approaches to speech self-service, within iCFD,
customers are not always directed to automated systems, but evaluated based
on their profile, their specific needs, and business rules.
"Voxify's speech technology is an essential piece of Genesys' Intelligent
Customer Front Door vision. The solution will bring to enterprises a
strategy for delivering an exceptional customer experience, increased
contact center efficiency and productivity, and generating incremental
revenue through cross-selling and up-selling," says, Brian Bischoff, Vice
President, Genesys. "The tight integration of Voxify speech self-service
with GVP, our business rules engine, and Genesys' Customer Interaction
Management enables companies to offer a comprehensive and pervasive
solution under the Intelligent Customer Front Door strategy."
Agents® are interactive speech applications that achieve the highest
call completion rates, the lowest deployment risk, and deliver the best
customer service in the industry. Voxify's patented Conversation Engine®
powers the Automated Agents to replicate the conversational capabilities
and effectiveness of the best live agents.
Genesys Voice Platform is a standards-based software platform for
interactive voice response to provide cost-effective customer interactions
24x7. GVP 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.
"Genesys Voice Platform combined with Voxify's customer interaction
applications are a natural fit to create game-changing customer
self-service solutions with a rapid ROI," said John Gengarella, CEO,
Voxify. "Voxify is providing the conversational speech technology through
our industry-leading Conversation Engine, which is the critical building
block needed to deliver the dynamic interaction through the Intelligent
Customer Front Door."
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 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
www.genesyslab.com or visit the industry blog at
*Source: 2007 Genesys Global Consumer Survey of more than 4,300 Consumers
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.