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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