Contact Center Solutions Featured Article

TuVox to Support Intelligent Customer Front Door

April 22, 2008

TuVox, a provider of On Demand speech applications, has become one of the first major partners to support the intelligent Customer Front Door (iCFD), a key solutions bundle from Genesys, an Alcatel-Lucent company.

iCFD was introduced in early April and is positioned as a unique solution set that combines Genesys Dynamic Contact Center components with advanced self-service applications to transform the experience for customers that enter the “telephone front door” of an organization. TuVox has added the most significant applications wave for the solution to date.
Today, TuVox has unveiled more than 50 on-demand application modules for the iCFD, all of which are available immediately. These applications are designed to address a wide range of customer interactions, from broad applications such as caller authentication, billing inquiries, order status and account status, to industry-specific applications, such as healthcare claim status, preauthorization, and prescription reorders.

TuVox has also created key applications that address specific needs for companies in industries such as Telecommunications and Financial Services.

Customer service is reported by consumers as 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.

Many businesses today use technology only to deflect calls and contain costs. Such systems have frustrated customers. The iCFD improves the overall customer experience by leveraging Genesys Voice Platform and Customer Interaction Management Platform, combined with a business rules engine, key partner applications, and expertise.

The iCFD Solution enables an organization to discern the identity and intent of a caller in the fewest steps; gather relevant information from band-end data or workflow to understand the context of their calls; determine how to treat callers based on established business rules; and match the most relevant and available resource, including self-service, proactive notification, automatic callback, or live service.

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

TuVox will now offer its entire range of On-Demand speech applications on the Genesys Voice Platform. Under such terms, Genesys can delegate the application development and maintenance of TuVox applications and support them under Genesys’ Professional Service application support model.

“The addition of TuVox applications to our iCFD offering provides ideal solutions for our customers who want both best-of-breed applications and an industry-leading platform,” said David York, Vice President of North American Service Provider Sales. “Leveraging TuVox On Demand strengthens our position as a one stop resource for sophisticated voice self-service, call routing, and customer interaction management solutions.”

“TuVox and Genesys have demonstrated an ability to deliver the industry’s most successful applications for customers like Telecom New Zealand, Virgin America Airlines, American Airlines Federal Credit Union and to name a few,” said John Kirst, Vice President of Worldwide Sales, TuVox. “This step furthers our joint vision and provides our customers with plan for long term success.”

As customer service becomes more critical in the quest for the enterprise to achieve differentiation in the market, the demand for applications such as those offered by TuVox and Genesys will continue to grow.

With the growth of the importance of customer service, there is a consistent increase in consumer demand for quality service. As such, organizations must be more innovative in their approach to service in order to not only meet this demand, but also stand out among the crowd. TuVox and Genesys are striving to provide solutions that do just that to enable the enterprise to drive quality service deliverables to create long-term customer loyalty.
Susan J. Campbell is a contributing editor for TMC and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.
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