Intervoice Launches Next-Generation
Voice Portals
New Products Enable Simultaneous Voice and Data Interactions for
the "Mobile Generation"
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, please visit
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."
About Intervoice
For more information,
Click Here or visit
www.intervoice.com.
Intervoice Voice Portal products are immediately available.
To learn more about Voice Portal options, visit
www.intervoice.com/index.php/solutions_self_service.html.
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