Contact Center Solutions Featured Article

Juma/Nectar Expands SaaS-Delivered Speech Offerings with Tellme

February 18, 2010

Juma Technology and Tellme, part of Microsoft Corp. have allied to deliver speech recognition self-service to Juma’s customers on Tellme’s on-demand platform.  The Tellme service is an addition to the managed services portfolio of Juma’s software subsidiary, Nectar Services Corporation.

With the Tellme/Microsoft alliance, Juma/Nectar is expanding its Software-as-a-Service, or “SaaS,” offerings in its Enterprise Session Management (nectar/ESM) portfolio.  Nectar’s global channel partner community can bring these on-demand speech self-service solutions to market. By utilizing Tellme’s speech platform, Nectar’s partners and enterprise customers will have another avenue to drive significant cost savings and provide a higher level of service to their callers.
“Our alliance with Tellme gives us a powerful offering for the marketplace,” said Anthony Servidio, CEO for Juma.  “Both Tellme and Nectar have extremely solid, cloud-based solutions.  Together, we will undoubtedly accelerate speech self-service adoption not only in the enterprise, but throughout the midmarket as well.”
The Juma/Tellme agreement is timely as speech recognition is arriving as a proven and financially viable tool to lower costs while enabling customer, satisfaction, retention and sales. The slowly improving economy is drawing corporate attention to the need to keep live agent costs down, which will rise as business improves. Increasingly sophisticated capabilities are beginning to make speech rec a viable option to offshored calls as the latter’s costs rise, customer satisfaction drops and calls become much heavily scripted.
The brightening conditions are also unlocking budgets; the on-demand feature of Tellme enables lower cost of entry, which should make the Juma offering especially appealing. Premise-based IVR and speech recognition services are in contrast often expensive to purchase, complicated to deploy and require dedicated a maintenance staff. 
Tellme is reportedly the world’s largest on-demand VoiceXML platform for phone self-service applications.  The Tellme platform handles billions of calls every year, providing carrier-grade reliability, best-of-breed speech technologies and flexible capacity for call traffic spikes that make it easier for customers to manage IVR costs.
“We’re excited to bring Tellme’s on-demand speech services to our customers and partners,” said Martin Cusack, vice president of Contact Center Solutions for Juma.  “The alliance with Tellme, Microsoft’s on-demand speech platform, gives us the ability to deliver a unified customer service experience across an enterprise with speech self-service.  The market is demanding both cost savings and a higher quality user experience, and with Tellme we are able to deliver on all fronts.”
“Improving customer service while controlling costs are two major imperatives for businesses today,” said Barry Russell, director of Tellme enterprise partners at Microsoft.   “By taking advantage of the power of Tellme’s platform, Juma will deliver speech self-service with advanced routing solutions running in the cloud.  This will better enable business to control costs and deliver a more robust experience to their customers.”

Brendan B. Read is ContactCenterSolutions’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Kelly McGuire