Voxify has teamed with Genesys (News - Alert) to offer Voxify’s Automated Agents self-service speech applications on the Genesys Voice Platform in collaboration with Genesys’ hosted and managed services solutions.

 

Under the agreement, Genesys will delegate the application development and maintenance of Voxify applications and support them under Genesys’ Professional Services application support model. Voxify usually delivers its applications through Managed Service Providers (MSPs) and after the collaboration, Genesys will become the provider to the MSP/hosting partner. Thus Genesys will be able to ensure they are certified on the Genesys Voice Platform (GVP) and their traffic can be moved from non-GVP platforms to GVP platforms.

 

Genesys Voice Platform is a standards-based software platform for interactive voice response to provide cost-effective customer interactions 24x7. GVP integrates speech recognition technology for conversational exchange to identify and resolve customer requests.

 

GVP is tightly integrated with the Genesys Customer Interaction Management Platform so that callers can seamlessly switch over from self-service to agent-assisted service.

 

“We are excited about this partnership because it means Genesys customers will be able to provide speech self-service options for their callers in a low risk, high reward manner that can be brought to market at lightning speed,” said Roger Nunn, VP of Worldwide Sales for Voxify. “Our customers have experienced deployments in as little as six to eight weeks, and see completion rates of more than 85%. In addition, the Voxify Managed Services team implements best practices that ensure the speech application continues to deliver the highest level of service after deployment, without having to utilize the customer’s IT resources.”

 

Voxify will deploy speech self-service solutions on GVP capable of dynamically presenting purchase and status information and completing transactions in an efficient and consistent conversational manner. Voxify experts will be on hand both during and after the deployment to provide the maintenance, monitoring and tuning critical to the ongoing success of these applications.

 

“With so many touchtone IVR systems today reaching end-of-life, now is the perfect time to bring speech-enabled applications into the self-service channel. Our customers will benefit from the rapid ROI that Voxify’s speech applications deliver and their end-users will enjoy a high quality conversational interaction that completes their transaction quickly and painlessly,” said David York, VP of North American Service Provider Sales for Genesys. “With the tight integration of the Voxify Automated Agents and GVP, customers will get better inbound call management and routing, resulting in improved customer service and operational efficiencies.”