Cupertino, California – (The Hosting News) – July 19, 2007 – On demand speech applications development firm, TuVox, has released its hosted TuVox On Demand applications with VoIP access. Designed for speech-based routing, the application was developed to enhance the overall caller experience. The combined solution is delivered as a hosted application leveraging IP, offering intelligent skills-based routing and voice features to the contact center.
Organizations may utilize TuVox conversational speech applications, such as the 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 Lab.
Steve Pollock, Executive Vice President of TuVox explained, ”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. 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.”
Karl Holzthum, Senior Vice President, Worldwide Channels and Alliances at Genesys added, ”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 center performance.”
TuVox’s speech application, combined with skills-based routing and data transfer from Genesys, was developed to provide 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% 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 center software as a Genesys Interacts Partner. TuVox On Demand VoIP based hosting is available now.
TuVox is a provider of On Demand speech applications, designed to empower companies to deliver superior caller experiences through the voice channel. Available as a hosted or on-premise solution, TuVox’s applications are designed to be easily customized to businesses and can quickly be updated in response to business changes. TuVox speech applications automate most 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 1-800-Flowers.com, ABN-AMRO, American Airlines, Apple, British Airways, Canon, Charter Communications, Gateway, Office Depot, Telecom New Zealand, Time Customer Service, and Wachovia.
Genesys, an Alcatel-Lucent company, focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite connects customers with resources – self-service or assisted-service – to fulfill customer requests, optimize 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.
Alcatel-Lucent (Euronext Paris and NYSE:ALU) provides solutions designed to enable service providers, enterprises and governments to deliver voice, data and video communication services to end-users. As part of the fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers end-to-end solutions to enable communications services for people at home, at work or mobily. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has one of the largest research, technology and innovation organizations 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.
To learn more about Genesys, please visit: www.genesyslab.com.
For more information about Alcatel-Lucent, please visit: www.alcatel-lucent.com.
To learn more about TuVox, please visit: www.tuvox.com.