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Nuance and Genesys team to deliver customer care solutions through Genesys Voice Platform 8


New York, August/SPEECHTEK, 2008 - Nuance Communications (NASDAQ: NUAN) and Genesys, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), highlighted their ongoing collaboration to offer automated solutions for the voice channel at SpeechTEK today. Genesys and Nuance have worked together for more than five years in meeting the needs of joint customers, and extending this relationship to now include services and support for the Genesys Voice Platform (GVP) 8. GVP 8 is a new release of the voice platform from Genesys Telecommunications Laboratories, Inc..

Nuance’s core speech technologies were the first to be integrated into the original GVP solution, enabling Genesys customers to benefit from the value of speech-based automation. The automation of incoming calls with speech is preferred by consumers over touchtone 80 percent of the time and delivers to companies greater operational efficiencies in terms of increased call automation and reduced call duration. Through this relationship, enterprises can gain access to the leading 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.

“Our partner ecosystem is a critical element of our go-to-market strategy,” said Paul Segre,
President and CEO, Genesys. “Nuance clearly is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly.”

“Through the integration of Nuance speech technologies, GVP 8 will support the broadest set of languages from any speech vendor with over 50 ASR and TTS languages,” said Wes Hayden, president of the Care division at Nuance. “In addition, unique Nuance capabilities such as SmartListener™ will enable joint customers to deploy solutions with the highest automation available.”

Together, Genesys and Nuance develop robust contact center solutions that provide the customer with a seamless blend of self and assisted service. Genesys and Nuance utilize multiple CTI components to help companies expand services, increase efficiencies, and optimize access to critical information. Nuance recently became the first Genesys Gold Certified Partner and was awarded the G-Force Customer Excellence Award in 2007 and named Genesys Partner of the Year in 2006.


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