Contact Center Solutions Featured Article

April 17, 2008

Voxify, Genesys Collaborate on 'Intelligent Customer Front Door'

By David Sims


Voxify has 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, which uses Voxify's self-service products, in early April. 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.
 
The product, according to Voxify officials, is designed to help users 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 and match the most relevant and available resource.
 
Last year EDS announced it has signed a Customer Self-Services agreement with Voxify to support the company's hosted speech applications. EDS will provide speech hosting capacities in what company officials describe as "a secure, reliable and flexible environment" to accommodate Voxify's changing business needs.
 
"As a leader in self-service applications, we look to best-of-breed technology services experts like EDS," said John Gengarella, president and CEO of Voxify at the time.
 
"This relationship brings together Voxify's ability to focus on the business side of speech applications while using EDS' application hosting expertise," said Alex Halikias, EDS global CRM service line leader.
 
EDS' Customer Self-Services is a managed, hosted service focused on interactive voice response and speech recognition enabling enterprises to provide self-service capabilities for delivering customer support, completing customer transactions and providing content-rich information.
 
Basically CSS (News - Alert) lets companies migrate expensive live agent customer contacts to a lower cost speech recognition system that recognizes the caller's spoken words.
 
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Best Practices for Implementing a First Contact Resolution Program in the Contact Center brought to you by Enkata.


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