- SpeechStorm iCFD-Ready Applications hit the mark at G-Force –
London, UK – May 22nd , 2008 – SpeechStorm, (www.speechstorm.com) , the specialist provider of speech self-service solutions for contact centres, has today announced it is ready-to-go with applications that can integrate into the Intelligent Customer Front Door (iCFD) solution from Genesys. SpeechStorm was a key contributor to the iCFD solution having worked closely with the Genesys team contributing to the design of both the voice and web user interfaces; work that has helped to position SpeechStorm ahead of the field in iCFD capability and delivery.
The iCFD is a personalised service that transforms the experience for customers entering the "telephone front door" of a company’s contact centre. By applying a business rules engine to all incoming calls, contact centres can now determine the caller identity, establish the caller intent, and personalise the call based on previous experience with the caller collected from back end systems.
The iCFD is in direct response to Genesys market research highlighting that 89% of customers want proactive communications from companies, assuming the information is useful, and 84% want to receive cross-sell offers. Through establishing who the caller is, their intent and history, contact centres can now intelligently upsell, cross sell and direct the customer call with speed and accuracy.
SpeechStorm and Genesys first formed their strategic partnership back in 2003 to deliver world class speech-based solutions to contact centres and their customers. Bruce Eidsvik is VP Voice Portal Sales, EMEA at Genesys and comments, “There is a natural synergy between Genesys and SpeechStorm and having jointly implemented sophisticated front door speech solutions for companies such as eircom, it was a straightforward choice to select SpeechStorm for this high profile iCFD solution.” Bruce continues, “That decision has paid dividends. SpeechStorm provided us with invaluable input into the iCFD and thanks to that we have produced a working prototype that has been tremendously well received.”
“The intelligent customer front door solution can make a phone call as personalised and easily-navigated as a visit to the company website. This is the experience that we can help call centres to deliver to their customers,” said Oliver Lennon, CEO of SpeechStorm. “Together with Genesys and the iCFD solution, we can improve the customer experience in ways not previously possible.”
To find out more about the iCFD project please listen to a Genesys/SpeechStorm webinar on iCFD, at http://www.genesyslab.com/events/iCFD_webinars.asp
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent 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, optimise 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 organisation, from the contact centre 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 http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com
SpeechStorm provides speech self-service agents that work alongside the contact centre, enabling callers to get what they need, faster and at their own convenience.
Using the SpeechStorm inbound and outbound speech solutions suite, contact centres across the world are transforming their phone based customer relationships, reducing costs and improving service levels.
Organisations including Irish telecoms giant, eircom, Dixons Stores Group International, SITA Suez and Northern Ireland Electricity rely on SpeechStorm solutions to underpin their contact centres and to improve the performance of their businesses.
Backed by a professional services capability of more than 250 consultants, SpeechStorm is part of Kainos, a leading IT consulting company. SpeechStorm has offices in the UK and Ireland.
For more information please visit the corporate website on www.speechstorm.com.
Carina Birt, Sarum
PR for SpeechStorm
+44 1722 411150
This press release was distributed by ResponseSource Press Release Wire on behalf of Sarum PR in the following categories: Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.