Call Center Software: TuVox Transforms Customer Service via an Intelligent Customer Front Door
TuVox Delivers a Wave of More Than 50 On-Demand Application Modules for Genesys Customers
TuVox, a leading provider of On Demand speech applications, has become one of the first major partners to support the intelligent Customer Front Door™ (iCFD), a key solutions bundle from Genesys, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU). iCFD is a unique solution set that combines Genesys Dynamic Contact Center components with advanced self-service applications to transform the experience for customers entering the “telephone front door” of enterprises. TuVox has added the most significant applications wave for it to date.
Genesys introduced the iCFD solution framework in early April, and key industry analysts, such as Current Analysis, commented on the importance of iCFD in a report titled “Genesys’ intelligent Customer Front Door (iCFD) Should Free Customers from IVR Purgatory” (Current Analysis April 9th, 2008).
TuVox today unveiled more than 50 on-demand applications modules for the iCFD, all of which are available immediately. The TuVox applications address a wide range of customer interactions, from broad applications such as caller authentication, billing inquiries, order status, and account status, to industry-specific applications, such as healthcare claim status, preauthorization, and prescription re-orders. TuVox has also created key applications for industries such as Telecommunications and Financial Services.
Consumers say that customer service is the biggest influencer on loyalty, and more than 74 percent(1) of those surveyed said a great contact center experience has a major impact on their business. However, many businesses today use technology to only deflect calls and contain costs, and these systems have frustrated their customers. The iCFD improves the overall customer experience by leveraging Genesys Voice Platform and Customer Interaction Management Platform, combined with a business rules engine, key partner applications and expertise. With an iCFD Solution an enterprise can:
* Discern the identity and intent of a caller in the fewest steps
* Gather relevant information from back-end data or workflow to understand the context of their call
* Determine how to treat callers based on established business rules
* Match the most relevant and available resource, including self-service, proactive notification, automatic callback or live service to deliver the best customer experience.
Unlike traditional approaches to voice self-service, within iCFD, customers are not always directed to automated systems, but evaluated based on their profile, their specific needs, and business rules. Partners such as TuVox provide the critical speech applications and the flexible deployment models needed to implement the solution, leveraging sophisticated delivery models.
Genesys customers will also be able to leverage the highly scalable, multi-site capabilities of TuVox On Demand for premise-based applications as well as hosted applications. Genesys customers will have access to the full line of application modules, all built to be easily configured or customized.
Further, TuVox has made a major commitment by switching to Genesys GVP which will serve as the core of its hosted infrastructure. TuVox will now offer its entire range of On-Demand speech applications on the Genesys Voice Platform. Under these terms, Genesys can delegate the application development and maintenance of TuVox applications and support them under Genesys’ Professional Services application support model. TuVox On Demand software offers unlimited customization, flexible integration, content management, version management, deployment control, business reporting, tuning analytics, and real-time dynamic application control.
“The addition of TuVox applications to our iCFD offering provides ideal solutions for our customers who want both best-of-breed applications and an industry-leading platform,” said David York, Vice President of North American Service Provider Sales. “Leveraging TuVox On Demand strengthens our position as a one stop resource for sophisticated voice self-service, call routing, and customer interaction management solutions.”
“TuVox and Genesys have demonstrated an ability to deliver the industry’s most successful applications for customers like Telecom New Zealand, Virgin America Airlines, American Airlines Federal Credit Union and 1-800-Flowers.com to name a few,” said John Kirst, Vice President of Worldwide Sales, TuVox. “This step furthers our joint vision and provides our customers with plan for long term success.”
Flexible Deployment Models.
Genesys customers can choose to have applications fully managed, or can choose a hybrid model where they do some work and have ongoing access to the TuVox Design Center team. The TuVox Design Center features renowned voice user interface designers and a unique multi-disciplinary model, resulting in highly effective speech applications which are innovative and appropriately reflect a company’s brand.
Customers have increased flexibility in how they deploy and migrate their applications. Customers can have their applications hosted in TuVox’s three enterprise-class data centers, providing high levels of scalability, fault-tolerance, and security, or may choose to deploy in the customer’s own facilities.
Next Generation Platforms.
TuVox On Demand speech applications take advantage of the next-generation features of the Genesys Voice Platform (GVP), including VoIP and SIP-enabled applications and integrated CTI capabilities.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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, 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. These companies and agencies can leverage their entire organization, from the contact center 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 http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com.
About TuVox
Since 2000, TuVox has become synonymous with superior caller experience. TuVox customers achieve improved customer retention and increased revenue through innovative combinations of technology and live agent service. Companies benefit from reduced costs by optimizing the mix of live and automated service. TuVox caller experience solutions shorten and improve calls by anticipating caller intent, personalizing call flows, and overcoming the limits of touch-tone systems by using natural-language, conversational speech applications. TuVox leverages customer investments in next-generation technology with a choice of hosted or premise deployment.
TuVox customers regularly receive awards for innovation and excellence, and include companies such as 1-800-Flowers.com, Apple, AMC Theatres, Canon, Progress Energy, Telecom New Zealand, Time Customer Service, Virgin America and Wachovia.
Visit TuVox on the web at http://www.tuvox.com.
(1) Source: 2007 Genesys Global Consumer Survey of more than 4,300 Consumers