Voxify Adds Greater Flexibility to its Self Service Speech Apps Through 'Consolization'

Voxify has “consolized” its speech enabled self service solutions – that is to say the company’s “automated agents” are now fully configurable via an easy to use Web-based console, thus empowering contact center managers and supervisors to make changes to speech applications in real time, without having to go back to Voxify to make changes.

By putting these “Web consoles” in the hands of contact center managers, companies can now react more quickly to changing market conditions and immediately modify their self service solutions. The company’s new “Call Steering Agent,” an automated speech recognition solution that provides highly accurate and intelligent call routing, is the first speech application to include this new “web console” capability. The solution is offered as a managed service, with Voxify taking responsibility for deploying, tuning, and supporting the application.

Hollis Chin, marketing director for Voxify, said this new capability gives the contact center “full control to make real time changes to speech applications.”

“We have a vision of what we’re calling ‘consolization’ - which is essentially putting Web consoles in the hands of the contact center managers who want the control, the self sufficiency and the immediacy of making their own changes to the speech applications,” Chin said during a recent interview. “So going forward we are going to be enabling the contact center with these capabilities - the Call Steering application being the first - which is essentially the call routing capability - and those, as we know need to be changed quite frequently, as the business needs of the contact center change.”

In addition, Voxify is available to make major changes to the Call Steering Agent and to provide 24/7 support to contact centers making their own changes.

“Voxify’s vision is to empower contact centers to take full control of their self-service speech solutions,” said John Gengarella, president and CEO, Voxify, in a press release. “‘Consolization’ is the cornerstone of that vision which will expand into our offerings in the future. Contact centers with foresight are looking for competitive advantage to frequently adjust their self-service solutions to rapidly changing market needs.”

“Voxify’s deep understanding of the contact center is reflected in its unique approach to customer-centric speech application design. It has further enhanced its speech application offering by introducing capabilities that allow contact centers to make changes to speech applications that have been developed and deployed by a vendor,” said Daniel Hong, Lead Analyst, Voice Business, Datamonitor, in the release.

Voxify’s self-service applications are based on over 60 industry-specific speech application templates. By combining customer requirements with the templates Voxify is able to rapidly deploy the speech applications and facilitate the best ROI.

The Call Steering Agent with the web console is now available.

For more information, visit www.voxify.com.

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Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for TMCnet. To see more of his articles, please visit Patrick Barnard’s columnist page.