NextiraOne, the leading French integrator of communications and associated services, Genesys Telecommunications Laboratories, leader on the contact center solutions market, and Acapela Group, first European speech group, are teaming up to speech-enable their clients and have just successfully deployed their first joint projects.
Through this partnership, NextiraOne, Genesys and Acapela are aiming to optimize the management of their clients' contact centers.
NextiraOne's offer uses the Genesys Voice Platform (GVP) solution based on open standards and VoiceXML language offering greater flexibility of the voice applications and multimodal compatibility.
The GVP platform uses Acapela High Quality text to speech which allows automatic vocalization of written information 24/7 in real time. By using perfectly natural speech with male and female voices, this solution provides callers with a high quality service while responding to important cost considerations.
"Genesys Voice Platform is a fully-equipped voice processing platform, which also deals with advanced network routing, self-service use and an intelligent waiting line service." says Elliot Danzinger, Genesys CTO. "This allows us to provide companies with assisted self-service vocal services, better customer service, better operational efficiency and simplified deployment options."
Two projects provide a good illustration of the way speech technologies help to develop advanced solutions. They both respond to ROI and service quality constraints, and satisfy the needs of users who need to access information immediately and at any time:
Assistance Publique Hpitaux de Marseille (AP-HM), the third largest hospital group in France, has decided to re-think its network structure, improve customer information and add new advanced functions to its call center.
The first phase of the project for NextiraOne was to move the 13,000 phones onto a new network of servers and introduce a single call-in number. The next phase, which is spread out over 4 years, will see the deployment of services with great added value which are focused on managing personnel mobility and the addition of new phone-based services which are adapted to the professional, technical and financial requirements of the AP-HM. Hosted on the Genesys GVP voice platform, internal information services will use Acapela's speech synthesis to provide hospital personnel with information about technical issues in real time, while freeing the assistance call center from a lot of calls.
Coface Services, a branch of Coface and leader of company information and debt-collecting services in France, was eager to add multimedia functions and manage remote sites via its contact center. NextiraOne, already a partner of Coface's structural evolutions, suggested the Genesys GVP solution. Speech-enabled by Acapela, this solution informs callers of outstanding amounts, via a dynamic and efficient service, and rapidly provides reliable and very intelligible information, delivered straight from the heart of the database. The Genesys VoiceXML platform creates a link with existing web products to give them the say.
"Today, we clearly notice that self-service applications based on voice portals and added to TTS technologies are the perfect way to optimize costs and provide our users with new services they appreciate." comments Guillaume Baraton, Contact Center Solutions Manager for NextiraOne France. "The assembly and integration of these high end technologies that we provide for our clients allow them to use full and well-adapted solutions. We follow them from the consultancy step of their project, all the way up to the use of the finished product, ensuring efficiency, security and the availability of useful tools for customer relationship management."
Really Simple Syndication (RSS) is an XML-based format for content distribution.
Click here to view a video explaining all about RSS.