NUANCE, VOXIFY, AND TUVOX ANNOUNCE MAJOR SUPPORT FOR GENESYS’ INTELLIGENT CUSTOMER FRONT DOOR

Nuance, Voxify, and TuVox, leading providers of speech applications, have all announced applications to support the intelligent Customer Front Door™ (iCFD), a key solutions bundle from Genesys. iCFD is a unique solution set that combines Genesys Dynamic Contact Center components with advanced self-service applications to transform the experience for customers entering the “telephone front door” of enterprises.

Genesys introduced the iCFD solution framework in early April, and key industry analysts, such as Current Analysis, commented on the importance of iCFD in a report titled “Genesys’ intelligent Customer Front Door (iCFD) Should Free Customers from IVR Purgatory” (Current Analysis April 9th, 2008).

Consumers say that customer service is the biggest influencer on loyalty, and more than 74 percent* of those surveyed said a great contact center experience has a major impact on their business. However, many businesses today use technology to only deflect calls and contain costs, and these systems have frustrated their customers. iCFD helps enterprises optimize their customers’ critical first touch-point by simply and conveniently steering callers to their desired destination. The iCFD solution facilitates advanced self-service applications in business call centers, including the ability to:

• Discern the identity and intent of a caller in just a few steps;
• Gather relevant information from data or workflow to understand the context of a 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.

Nuance Call Steering solution

The Genesys iCFD solution will leverage Nuance Call Steering to determine caller intent. The Nuance solution works with the Genesys’ business rules engine to further determine routing preferences, as well as determining the Genesys platform that monitors and controls assisted service agent disposition.

Nuance Call Steering is based on proven natural language capabilities and provides accurate and high- value routing via a single point of access. Companies and customers alike enjoy the benefit of not having to support and remember a myriad of 800 numbers. And unlike touchtone systems, whose complex menus can lead to misrouted and abandoned calls and in general a poor customer experience, the Nuance Call Steering solution allows customers to simply describe their needs in their own words for routing to a desired destination, be that a live agent or automated system. In addition to improved customer satisfaction, companies realize cost savings through higher automation of both the “front door” and destination solutions.

Voxify Automated Agents

Voxify Automated Agents® interactive speech applications 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.

Voxify also allows companies to make revenue-generating interactive outbound calls. Interactive outbound calls are "closed loop" interactions where a service is offered and a transaction is made all in the same phone call. For example, a prescription refill can be offered and the order can be taken at the same time. The customer does not need to call back or transfer to a live agent. Voxify offers managed services for both hosted & premise-based deployments.

TuVox On Demand

Genesys customers will be able to leverage the highly scalable, multi-site capabilities of TuVox On Demand for premise-based applications as well as hosted applications. Genesys customers will have access to the full line of more than 50 TuVox application modules, all built to be easily configured or customized.

Further, TuVox has made a major commitment by switching to Genesys GVP, which will serve as the core of its hosted infrastructure. TuVox will now offer its entire range of On-Demand speech applications on the Genesys Voice Platform. Under these terms, Genesys can delegate the application development and maintenance of TuVox applications and support them under Genesys’ Professional Services application support model. TuVox On Demand software offers unlimited customization, flexible integration, content management, version management, deployment control, business reporting, tuning analytics, and real-time dynamic application control.