Nuance (News - Alert) Communications and Genesys, an Alcatel-Lucent company, have highlighted their ongoing collaboration to offer automated solutions for the voice channel at SpeechTEK.

 

For more than five years, Genesys (News - Alert) and Nuance have worked together to meet the needs of joint customers and have extended this relationship to now include services and support for the Genesys Voice Platform (GVP) 8. This is the newest release of the voice platform from Genesys Telecommunications Laboratories.

 

Core speech technologies from Nuance were the first to be integrated into the original GVP solution. This integration allowed Genesys customers to benefit from the value of speech-enabled automation.

Research has shown that the automation of incoming calls with speech is preferred by consumers over touchtone 80 percent of the time. This automation also increases a company’s operational efficiency in terms of increased call automation and reduced call duration.

As a result of this partnership, enterprises will gain access to the Genesys Voice Platform in a highly scalable and reliable hosted call center solution that is designed to enable their consumers to effortlessly get help, make purchases and save time.

“Our partner ecosystem is a critical element of our go-to-market strategy,” said Paul Segre (News - Alert), president and CEO, Genesys. “Nuance clearly is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly.”

“Through the integration of Nuance speech technologies, GVP 8 will support the broadest set of languages from any speech vendor with over 50 ASR and TTS languages,” said Wes Hayden, president of the Enterprise division at Nuance.

“In addition, unique Nuance capabilities such as Open Call Steering and the Employee Productivity Suite will enable joint customers to deploy solutions with the highest automation available,” added Hayden.

Genesys and Nuance work together to develop robust contact center solutions that offer the customer a seamless blend of self and assisted service. Both companies are helping businesses to expand services, increase efficiencies, and optimize access to critical information. 

Nuance recently became the first Genesys Gold Certified Partner and was awarded the G-Force Customer Excellence Award in 2007 and named Genesys Partner of the Year in 2006.

Nuance and Genesys have both built a strong reputation in the customer service arena by developing solutions that allow the customer organization to interact seamlessly with customers in such a way as to save time and be more efficient.

This focus not only improves the customer’s perception of the company, it also leads to streamlined operations and better customer call management. As such, the company is able to drive customer-centric initiatives that increase the efficiency of internal operations.