TuVox announces support for Genesys Voice Platform 8
New levels of quality, flexibility and caller xperience through technology and expertise
New York, August 19, 2008 - TuVox, the caller experience company, has become one of the first major partners to support Genesys Voice Platform (GVP) 8, introduced at SpeechTEK 2008. TuVox and Genesys will provide enterprise customers with a complete end-to-end solution that includes next-generation voice platforms, world-class applications and an unparalleled managed services offering. GVP 8 is a major new release of the leading voice platform from Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU).
TuVox has worked closely with Genesys to develop applications that leverage the key features of GVP 8 including:
- Built-In integration for the intelligent Customer Front Door (iCFD)
The iCFD is a key solutions bundle from Genesys 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. In April, TuVox announced a wave of 50 on-demand applications optimized for the intelligent Customer Front Door (iCFD). - Common Platform for both GVP and Voice Genie customers
Genesys has provided a single common next-generation platform that brings together its two key voice platform lines – Voice Genie and GVP onto a single system. In the past, TuVox has supported both platforms, and has standardized on GVP in its three enterprise-class hosting centers.
TuVox has done extensive testing for and implementations of GVP applications. In addition, TuVox has been selected as an early partner due to its close strategic alignment with Genesys to deliver comprehensive and dynamic contact center solutions that integrate seamlessly and provide a high level of end-user customer satisfaction.
"TuVox and Genesys have already demonstrated an ability to deliver the industry’s most innovative applications for customers like Telecom New Zealand, Virgin America, American Airlines, Federal Credit Union and 1-800-Flowers.com to name a few," said John Kirst, vice president of Worldwide Sales and Business Development, TuVox. "The release of GVP 8 provides an unprecedented number of options to deploy and manage their customer-facing assets."
TuVox On Demand speech applications take advantage of the next-generation features of the Genesys Voice Platform, including VoIP and SIP-enabled applications and integrated CTI capabilities, to deliver the best possible caller experience.
“Leading companies are taking advantage of new advances in voice self-service technologies to increase the level of personalization and ‘context awareness’ of their applications rather than relying on static ‘one-size-fits-all’ applications,” said Drew Kraus, research vice president at Gartner.
"Our partner ecosystem is a critical element of our go-to-market strategy," said Paul Segre, President and CEO, Genesys. "TuVox clearly is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly."
For more information about TuVox, please visit www.tuvox.com. For more information about Genesys or the Genesys Partner Program, please visit www.genesyslab.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, 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.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent 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 Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise 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 organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com.
Media Contact:
David Radoff, Genesys, 650-466-1078, dradoff@genesyslab.com
Nick Ezzo, TuVox, +1 408.625.1700, nezzo@tuvox.com
