Consumers have reached new levels of sophistication in today's world of mobile and ubiquitous computing
Dallas (Vocus) March 27, 2007
Intervoice, Inc. (Nasdaq: INTV) today unveiled its new next-generation voice portal products to hundreds of its customers during the "Interactions 2007" user conference. These new voice portal products enable complex, simultaneous voice and data interactions, enriching and refining a caller's experience regardless of the device they are using to access the system. These next-generation features enable enterprises to give their customers the highest levels of personalized self-service whether they are using a telephone, a computer or a mobile phone, and are part of Intervoice's unified communications strategy for the "mobile generation."
Intervoice Chief Operating Officer Jim Milton illustrated the benefits of the new Voice Portal products and previewed an example of true multimodal applications during his keynote speech. With a live demonstrator using a web-enabled 3G mobile phone, a "typical traveler" onstage interacted with an airline's reservation system using simultaneous voice and data access. He chose to view the flight schedules and seat assignment options on the touch screen, clicked to choose his flight and the spoke his seat selection. Later he received a text message from the airline along with a link to the airline's remote contact center for additional information. Clicking on the link, he accessed the contact center, and clicked again to speak with a live reservations agent, completing a multi-step process that usually takes many minutes in less than 60 seconds. The demonstration underscored how rapidly, smoothly and efficiently a customer's needs can be met with simultaneous voice-and-visual access from a single device. To view a brief video of a similar travel demonstration, visit http://www.intervoice.com/index.php/ce_travel_video.html
"Consumers have reached new levels of sophistication in today's world of mobile and ubiquitous computing," said Daniel Hong, lead analyst, Datamonitor. "As a result, customer service expectations are changing. Personalization and consistent user experiences across multiple media are becoming paramount as people interact with more devices beyond traditional environments. Intervoice's new product line introduces new personalization elements to self-service. These adaptive products 'learn' from consumer behavior to deliver a richer, intuitive and more personal user experience, helping drive customer satisfaction and retention rates higher."
Mike Polcyn, chief technology officer for Intervoice, added, "These new products include certain multimodal and multimedia functionality that Intervoice has patented. We've made a giant leap forward by building a runtime-service-orchestration engine based on SCXML (State Chart Extensible Markup Language). This architecture enables simultaneous communications and allows us to deliver all the features and functionality these new 3G phones are capable of handling. These advancements that blend voice and data to give a true multimodal customer experience are not just 'smoke and mirrors' anymore - they're here, and they're only from Intervoice."
"Intervoice is the first company to offer a commercial product based on SCXML," said renowned speech and multimodal applications expert and author James A. Larson, "When I first saw what Intervoice was doing with SCXML, I was very surprised at how far advanced Intervoice is. SCXML is evolving into a world standard - it's going to be a very big deal in our industry. And what Intervoice has been able to do with SCXML so rapidly and effectively is a very big deal, too."
Intervoice is a world leader in unified communications, providing scalable, switch-independent software and professional services that power standards-based voice portals, multi-channel IP contact centers, and next-generation mobile-enhanced services. Since 1983, Intervoice solutions have been used by many of the world's leading banks, communications companies, healthcare institutions, utilities and government entities. With more than 5,000 customers in 75 countries, Intervoice helps enterprises and network operators stay competitive by offering their customers best-in-class services. The Intervoice Media Exchange™ platform, IP contact center software, IMS-enabled messaging products, and custom-built and packaged applications are available on-premise and, selectively, as managed or hosted services by Intervoice. For more information, visit http://www.intervoice.com.
Intervoice Voice Portal products are immediately available. To learn more about Voice Portal options, visit http://www.intervoice.com/index.php/solutions_self_service.html.
Intervoice is a registered trademark and Media Exchange is a trademark of Intervoice, Inc. Intervoice patents referenced are: #7068643, issued November, 2000; #6463149, issued October, 2002; and #6,501,956, issued December 2002.