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Voxify to Enable Intelligent Customer Front Door for Genesys

August 19, 2008

Voxify, a company focused on integrated speech solutions to automate customer interactions, has announced today that it is one of the first key partners to enable the intelligent Customer Front Door Solution (iCFD) for Genesys (News - Alert) Voice Platform (GVP) 8.
 
Considered a critical speech solution, it provides a virtual front door for all incoming calls that enhances the customer experience and delivers personalized interactions.

Genesys GVP 8 is considered a major new release of the robust voice platform from Genesys Telecommunications Laboratories, an Alcatel-Lucent (News - Alert) company.
 
Voxify’s iCFD is designed to take advantage of GVP 8’s tight integration with the Customer Interaction Management (CIM) Platform for call segmentation, routing and reporting.

Access to the intelligence in CIM’s routing queues are expected to enable faster handling of priority callers, caller options for an automated or live agent, and smart callback services.

The iCFD will also have access to Genesys’ Business Process Routing. This solution routes every customer interaction based on the business value of the customer, as well as the available pool of resources.

Voxify was recently recognized by Genesys as the Applications Partner of the Year. The company provides a wide range of speech solutions to both GVP and Voice Genie customers.

Voxify has applauded Genesys’ move to combine the strengths of these two platforms into a unified, feature-rich, next-generation platform for enterprise-strength speech applications.

"Our partner ecosystem is a critical element of our go-to-market strategy," said Paul Segre (News - Alert), president and CEO, Genesys. "Genesys awarded Voxify the Applications Partner of the Year and we will work closely with them to bring to market complete offerings that enable our customers to be successful quickly."

"Voxify's speech solutions have proven to be very successful in improving call completion and customer satisfaction rates,” said Daniel Hong, lead analyst, Voice Business, Datamonitor.

“Now that Voxify has integrated with GVP 8, Genesys customers will be able to deploy more sophisticated speech applications that can provide more personalized automated transactions, outbound calling, and priority routing,” added Hong.

Relying on patented technology, Voxify rapidly deploys speech applications capable of sophisticated transactions that previously could only be performed by live agents. The company’s innovative applications have the ability to successfully handle interactive outbound flight check-in, interactive outbound prescription refill, and proactive order status.

"This is an arms war and enterprises must battle for market share and generate new, profitable revenue from loyal customers," said John Gengarella, CEO, Voxify.
 
"The intelligent Customer Front Door, with proactive and personalized interactions, is the weapon of choice for enterprises committed to serving their customer base,” Gengarella explained.

This solution provided by Genesys allows the customer organization to manage its incoming calls according to the value that they deliver to the business. In doing so, the organization can have more control over their deliverables in the call or contact center. Given the benefit that this will provide, the demand is likely to increase, bringing significant opportunity to Voxify as it builds on the power of the Genesys name.
 
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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

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