Genesys and VoiceGenie Complete First Joint North America Customer Events
Highlights include awards for VXML, innovation and integrated customer self-service honoring leading global companies
Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA) and newly acquired VoiceGenie capped a busy first month of joint operations by completing the company’s two largest North American events, held in Montreal and Las Vegas, attended by more than 1,300 customers and partners.
Key developments at GenieSummit included presentations from companies using the VoiceGenie platform including Verizon, Aeroplan, Rogers, Mobilkom Austria, Accenture and others. An award was presented for International Best Practices to leading Genesys partner dtms Solutions GmbH, Cologne Germany, for its automated voice self-service solutions and developing the overall hosted services market in Europe. A pioneer in the industry, dtms Solutions focuses on turn-key solutions for dialogue automation and is responsible for one of the largest VoiceXML-based platforms in Europe with more than 1,200 speech ports. Over the previous 18 months, automated speech traffic has been growing by more then 20 percent per month on average.
The third annual Voice Idol awards were held at G-Force in Las Vegas. Voxify was selected among three finalists for its highly successful promotion with the NFL immediately following this year’s Super Bowl game. Voxify’s winning application made it very easy for fans to order Steelers memorabilia by using a conversational approach to taking orders. Voxify’s application recognized a wide variety of non-standard responses, including mid-sentence order changes, wrong sizes, etc. Other finalists included Tuvox for its work with Office Depot and Fluency Voice Technologies for its flexible management console for rapidly configuring and adjusting applications based on changing business conditions.
Also at G-Force, Global Customer Innovation awards were presented to eight of the world’s most effective customer service organizations, as selected by a panel of global industry experts. The winners include ANZ Bank, AT&T, CartaSi, Centro de Servizi Montedomini, Groupama, Swedbank, Vanguard, and Wells Fargo.
The panel selected Carta Si, the leading credit card issuer in Italy, with 880 member banks and 7.5 million cards in service, as the most innovative company overall, based on final voting. Through its IP contact center solution, CartaSi was able to improve customer service while better managing multiple locations and increasing its capacity to handle more than 20,000 calls per day. Given the competitive nature of the credit card business, CartaSi was looking for new ways to deploy information services. Through its IP system, Carta Si can support voice and data on the same connections. CartaSi leveraged the technology innovatively to offer new services to customers, including SMS messaging, in which card members have the ability to fight fraud by confirming transactions above a pre-set threshold via an SMS message to their mobile phone. Using the system, Carta Si can also support new services such as imaging via 3G phones, changing the vision of how customers relate to the company
Each of the seven finalists was recognized for its innovation. Selected from a pool of over 100 nominees, each traveled to San Francisco or Paris to present before a panel of industry analysts, from Yankee, Forrester, Gartner, Ovum and Datamonitor. Genesys, the award sponsor, asked each to demonstrate how their company created compelling business and customer benefits using new technology.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
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