TuVox unveils new VoIP speech application hosting solution

  • New hosted speech application leverages Genesys IP-enabled voice platform to provide customers with increased flexibility and measurable return on investment

WOKINGHAM - June 27, 2007 - TuVox, a leading provider of on-demand speech applications, has announced the availability of hosted TuVox On Demand applications with VoIP access. By utilising TuVox conversational speech applications, like TuVox Perfect Router, TuVox Knowledge Voice and the suite of TuVox self-service voice applications, combined with the Genesys Voice Platform (GVP) from Genesys Telecommunications Labs, organisations can provide more efficient speech-based routing and a consistent caller experience.

The combined solution is delivered as a hosted application, leveraging IP that offers intelligent skills-based routing and voice features to the contact centre.

"Integrating the Genesys IP voice platform into our On Demand solution is a significant enhancement of our hosting infrastructure. It enables higher service reliability while helping customers lower transport costs," said Steve Pollock, Executive Vice President, TuVox. "By supporting easier methods to attach data to phone calls, through the IVR functionality, we're able to transform the caller experience while keeping the solution very affordable for customers."

"TuVox has found success in delivering hosted solutions to lots of customers. It only makes sense to provide mature IP functionality that offers numerous business benefits that can positively impact contact centre performance," said Karl Holzthum, Senior Vice President, worldwide channels and alliances at Genesys.

TuVox's speech application, combined with skills-based routing and data transfer from Genesys, provides agents with detailed customer interaction information when calls are transferred to an agent. This leads to improved efficiency of customer service agents.

Other features of the TuVox On Demand VoIP based hosting service include:

  • Support for both VoIP and TDM (traditional) telephony, including a variety of VoIP protocols
  • Choice of multiple telecom carriers
  • Nuance speech recognition
  • High reliability - exceeding 99.99 per cent uptime.
  • Standard service level agreement
  • Direct support for attached data through VoIP
  • Availability of the full range of TuVox On Demand applications including TuVox Perfect Router, TuVox Knowledge Voice, and over 50 transactional modules
  • Integration to premise-based Genesys and other CTI vendors

TuVox markets, sells, implements and supports Genesys contact centre software as a Genesys Interacts Partner. TuVox On Demand VoIP based hosting is available now.  For pricing, please contact TuVox at www.tuvox.com.

About TuVox
TuVox is a leading provider of On Demand speech applications, empowering companies to deliver superior caller experience through the voice channel. Available as a hosted or on-premise solution, TuVox's award winning applications are easily customised to your business and can quickly be updated in response to business changes. TuVox speech applications automate virtually any type of call, including natural language call-routing, self-service transactions and interactive customer support. By delivering a superior caller experience, TuVox speech applications increase customer satisfaction and improve the adoption of voice self-service. TuVox customers include companies such as Apple, ABN-AMRO, American Airlines, British Airways, Office Depot, Canon, Charter Communications, Gateway, Office Depot, Telecom New Zealand, Time Customer Service, TiVo and Wachovia. To find out more about TuVox, please visit www.tuvox.com.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organisations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com

Media Contact:
Duncan Burford, UK PR for Genesys. 01780 721 433, dburford@iba-europe.com

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