G-Force Delegates Experience SpeechStorm’s Outbound Speech Technology First Hand

SpeechStorm, (www.speechstorm.com) has today announced that it worked with its key partner, Genesys, to deliver an Outbound Speech notification to G-Force delegates which gave details of the welcome reception held last night. This outbound call, powered by SpeechStorm, proactively welcomed delegates, asked them if were planning to attend the welcome reception and based on their spoken response, advised them of the time and location of the welcome reception.SpeechStorm’s Outbound Speech technology gives organisations more than simple outbound notifications; it also allows them to interact with the customer to instigate and complete transactions such as insurance policy renewal notifications, outstanding bill payments and conducting questionnaires etc. These reminders or notifications significantly enhance a contact centres’ customer service programme, directly improving the customer experience and at a fraction of the cost of live agents. [click heading for more]

Nuance Teams with Genesys to Deliver World-Class, On-Demand Self Service Solutions for Enterprises

Nuance Communications, Inc. announced today a partnership with Genesys Telecommunications Laboratories, an Alcatel-Lucent company to integrate the Genesys Voice Platform (GVP) into Nuance’s On Demand Network.
Through this relationship, enterprises can gain access to the Genesys Voice Platform in a highly scalable and reliable hosted call center solution that enables their consumers to effortlessly get help, make purchases and save time. As part of the agreement between the companies, Nuance will combine the power of the Nuance On Demand carrier-grade VoiceXML hosting network with the Genesys Voice Platform as one of its preferred partners for delivering self service interactions in a secure hosted environment. [click heading for more]

Voxify Supports Genesys to Deliver the "Intelligent Customer Front Door" Solution

Voxify® announced that it will provide critical speech applications in support of the Genesys "Intelligent Customer Front Door(TM)" (iCFD) solutions. The integrated speech solutions will deliver 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.

Already a provider of speech self-service to the Genesys Voice Platform (GVP), Voxify provides a suite of customer interaction applications that are pre-integrated with the Genesys Dynamic Contact Center. Additionally, Voxify brings to the table interactive outbound calling applications and flexible deployment options.

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Stream Energy Unveils State-of-the-Art Customer Service System

In the first month since the installation, overall talk times for Stream Energy agents have decreased by nearly 30%, 25% of customers have shown a preference for using the new self-service options, and almost 90% of customers using the call-back feature are finding it meets their needs. [click heading for more]