VoiceGenie 7.1 Self-Service Platform Enables Video Voicemail, Avatars and
Key Next-Generation Updates Supporting VoiceXML 2.1, CCXML, SIP and MRCP
StandardsSAN FRANCISCO, Feb. 12 /CNW/ -- Genesys Telecommunications Laboratories,
Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today
announced the first voice self-service platform with built-in support for
video customer service, and key standards for enhanced network services that
enable a wide range of new applications, from speech-enabled voicemail to
IP-based services using Session Initiation Protocol (SIP).
With its extensive support for video play-and-record applications that
that take full advantage of 3G mobile phones and other devices, service
providers are now able to offer a host of new services, including rich media
applications such as video voicemail, video conferencing, video-enabled music
and game applications, and video call-recording. For example, with VoiceGenie
7.1, a cellular service provider can offer consumers the ability to record and
send copies of video conference calls, or enable customer service
representatives in a help-desk to push instructional videos to help simplify a
technical installation. Other applications for video include telemedicine,
video sharing and a range of other consumer entertainment applications.
Genesys provides its voice self-service platforms to enterprises and
organizations to improve customer service, and to telecommunications service
providers to create new services for consumers. Next-generation speech
services are part of a larger trend toward dynamic customer interaction, which
blends self-service and assisted-service across multiple touchpoints including
the web and multimedia devices.
"Companies clearly want to improve customer satisfaction today. Many of
them are doing so by embracing new technologies that support better customer
service, such as speech services and multimedia, and creating a more dynamic
environment to improve the overall customer experience," said Wes Hayden,
president and CEO of Genesys.
The new Genesys platform enables development of next-generation
applications in customer service organizations to rapidly respond to dynamic
customer needs. Genesys VoiceGenie 7.1, along with its sister platform, GVP,
enable a complete range of voice self-service applications. Genesys is driving
the technology beyond the contact center and into broader customer service
settings to provide a consistent customer experience at every touch point.(*) Speech self-service is becoming the new front door to the enterprise,
creating a common voice brand and streamlining access to people and
functions.
(*) Software services enable enterprises to proactively contact customers
to inform them of critical events and solicit action.
(*) Speech platforms capture the voice of the customer in surveys that
ensure follow-up and satisfaction.
(*) Key self-service capabilities enable multimedia customer interactions,
seamlessly supporting escalation to agent and/or expert assistance.
(*) Finally, managed service providers are using Genesys technology to
create new applications that support enhanced mobile services such as
voice-based operator assistance, mapping and directions.With VoiceGenie 7.1, Genesys has embraced the transformation underway in
Information and Communications Technology. In addition to the video features
of VoiceGenie 7.1, Genesys has added new features to embrace voice over IP,
through the key standard of SIP, which enables deployment of voice
self-service in both IP and hybrid networks through media gateways. VoiceGenie
7.1 also leverages the latest versions of three key standards -- VoiceXML 2.1,
CCXML 1.0 and MRCP 1.0 -- that enable applications to be quickly modified, re-
used and redeployed across virtually any device with lower maintenance costs.
Since its acquisition of VoiceGenie in early 2006 Genesys has continued
to support and improve the platform. The introduction of VoiceGenie 7.1
provides further evidence of Genesys' commitment to the development of the
VoiceGenie platform, which will be gradually integrated with Genesys GVP over
the next two to three years. Genesys has pledged continued support for all
VoiceGenie customers and will create a compatible upgrade path and both
platforms already embrace all of the key industry standards, including
VoiceXML 2.1, CCXML 1.0 and MRCP 1.0.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 www.genesyslab.com or visit
the industry blog at www.betterinteractions.com .About Alcatel-LucentAlcatel-Lucent provides solutions that enable service providers,
enterprises 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
79,000 employees and 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 proforma combined revenues of Euro 18.6 billion in 2005, 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 .
For further information: David Radoff, of Genesys, +1-650-466-1078, or
dradoff@genesyslab.com Web Site: http://www.genesyslab.com
