SOURCE: Voxify

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."

Voxify Automated 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."

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

*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.

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