Speech recognition technology vendor Voxify has announced that it developed, with Continental Airlines, an interactive outbound flight check-in product.

 

Under Continental's new "Voice Check-in" service, customers will receive automated telephone calls allowing them to interactively check-in for flights over the phone. The service is an automated speech product.

 

With the Voice Check-in service, Continental's customers receive automated telephone calls 24 hours in advance of departure allowing them to check in and specify whether they want to obtain their boarding passes by e-mail, fax, or airport kiosk.

 

The service also offers customers the ability to request complimentary elite upgrades when applicable, hear airport specific alerts or advisories, and receive carry-on and checked baggage policy information.

 

While Continental has been using telephone check-in reminders since 2005, the new service enables customers to take immediate action on the reminder without requiring access to the Internet.

 

Voice Check-in is the latest speech self-service product Voxify has developed with Continental Airlines. Flight reconfirmation, which allows customers to call and confirm their flight and obtain flight details, was deployed in 2004.

 

Last week Voxify announced that it will provide speech applications in support of the Genesys (News - Alert) "Intelligent Customer Front Door" products.

 

The integrated speech products will deliver what Voxify officials call "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 product framework in early April which uses Voxify's self-service products. Already a provider of speech self-service to the Genesys Voice Platform, Voxify provides a suite of customer interaction applications integrated with the Genesys Dynamic Contact Center.

 

More than 74 percent of consumers surveyed said a great contact center experience has a major impact on their loyalty, according to a study cited by Voxify officials. However, many businesses today use technology to only deflect calls and contain costs, and these systems have frustrated their customers.

 

The iCFD is designed to use Genesys Voice Platform and Customer Interaction Management Platform, combined with a business rules engine and Voxify's customer interaction applications and expertise.