An Extension of Nuance’s On Demand Network Will be Offered as Genesys Voice Platform by the New Partnership
Nuance Communications, Inc. announced a partnership with Genesys Telecommunications Laboratories to integrate the Genesys Voice Platform (GVP) into Nuance’s industry-leading On Demand Network.
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. As part of the agreement between the companies, Nuance will combine the power of the Nuance On Demand carrier-grade VoiceXML hosting network with the Genesys Voice Platform as one of its preferred partners for delivering state-of-the-art self service interactions in a secure hosted environment.
Nuance’s On Demand Network is one of the world’s largest and most secure VoiceXML hosting networks, successfully processing millions of calls daily. Through this partnership, enterprises can utilize Genesys’ leading voice platform through Nuance’s On Demand Network to greatly simplify operations and achieve efficiencies such as transparent software and hardware upgrades, faster deployments, lower cost for new initiatives, seamless access to future proof technology and access to world’s largest group of speech technologies and experts. Additionally, enterprises benefit by mitigating the distraction of capacity planning, traffic spikes or systems availability, and can focus on running their business and better servicing customers.
“We’re pleased to team with Nuance to deliver this solution to enterprises wishing to leverage the power of an On Demand Call Center solution,” said David York, vice president of North American Service Provider Sales for Genesys. “Consumers are increasingly becoming more demanding of automated services, so partnering with Nuance, a recognized leader in hosted speech solutions is a natural fit.”
Hosting the Genesys platform in Nuance’s On Demand Network will help enterprises leverage their existing investment in Genesys’ comprehensive suite of Customer Interaction Management solutions while benefiting from Nuance’s powerful speech network, which is continuously tuned to successfully automate millions of diversified self-service interactions. Nuance provides flexible deployment models allowing solutions to be quickly launched in a hosted model to achieve the highest ROI and programs to migrate these successful solutions to the customer premises.
“This solution is ideal for enterprises looking to leverage their existing call center investment to simplify operations, accelerate deployment and integrate functionality from both the Nuance On Demand Network and the Genesys Voice Platform,” said Mikael Berner, president of Nuance’s On Demand business unit. “Integrating the Genesys on-premise solution into our hosting network provides their customers with an effective end-to-end call center solution geared at higher efficiencies through increased automation and call completion.”
Nuance’s On Demand Network hosted call center solution will feature:
*** Seamless integration with Genesys contact center technologies;
*** 24×7 managed, shared network-based solution with guaranteed 99.99% uptime;
*** Fully managed and monitored network with zero downtime upgrades;
*** Better speech performance through the latest state-of-the-art Nuance speech technologies;
*** Access to natural language and voice verification solutions;
*** Robust telephony solutions – TDM and native VOIP support;
*** Advanced personalization and Intelligent Offer Management (IOM) to capture up-sell and cross-sell opportunities;
*** Advanced reporting and analytics for actionable insight; and
*** Expert services available to help develop, monitor and refine application to gain maximum effectiveness.
For additional information, please visit their website: http://www.nuance.com.
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, please visit their website: http://www.genesyslab.com or visit the industry blog: http://www.betterinteractions.com
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 (as of today, USD $27.7 billion) in 2007 and is incorporated in France, with executive offices located in Paris.
For more information, please visit their website: http://www.alcatel-lucent.com
About Nuance Communications, Inc.
Nuance is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share, and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications and professional services.
For more information, please visit their website: http://www.nuance.com