Voxify Automated Call Center Agents eliminate hold times for Mother's Day flower customers
 

Alameda, CA, June 1, 2006 - Mother's Day is the biggest holiday of the year for ProFlowers, the largest domestic direct-from-the-grower Internet flower provider.  This annual peak brings high call volumes from ProFlowers' customers checking the status of the all important flower orders they are sending to the moms in their lives.

ProFlowers turned to Voxify to provide Voxify Automated Call Center Agents that would enable customers to use the telephone to quickly get answers regarding the order and shipment status of their flowers.  The Voxify Order Status Agent allows customers to check order status either by order number or through a new "speak and spell" option where the caller simply says the name and address of the recipient.  The system checks order information against the ProFlowers system which is linked with real-time shipment information, giving the caller up-to-the-minute answers to their questions 24 hours a day without being put on hold or needing to wait for a live agent to become available.

Anna Hansen, Sr. VP of Customer Insights and Service at Proflowers summarized, "The Voxify Automated Agent helped our customers to get the information that they were looking for more quickly while at the same time reducing our cost."

Voxify Automated Agents are speech recognition-based applications that model the intelligence and personality of a trained customer service agent, allowing them to engage callers in sophisticated dialogue to perform advanced customer service functions, such as reservations, call routing, and account requests. A key benefit of Automated Agents is the reduction or elimination of seasonal call center staff hiring and training that occurs to meet often overwhelming call traffic spikes.  Seasonal employees are typically less effective, have high turnover rates and in general provide a lower quality of service.  They also require dedicated equipment and facilities that set idle the rest of the year.  Automated Agents, on the other hand, have no facility requirements, are trained experts in industry specific information or transactional calls, and provide the conversational skills to consistently provide excellent service to callers at a fifth of the cost of live agents.

About ProFlowers
ProFlowers (www.proflowers.com) sells a wide variety of fresh-cut flowers, mixed bouquets and potted plants, direct from the growers. The products sold on the site are chosen for their exceptional quality and uniqueness as well as their freshness. ProFlowers boasts unparalleled customer service, quality products and a 7-Day Freshness Guarantee for each order shipped.

About Voxify
Voxify is the first company to create automated call center agents with the conversational skills to handle advanced customer service calls. Powered by the company's patented Voxify Conversation Engine, Voxify Automated Agents model the intelligence and personality of a trained live agent, allowing them to engage callers in sophisticated dialogue to perform advanced customer service functions, such as reservations, call routing, and account requests. Voxify Automated Agents are taking calls today for market leaders such as Continental Airlines, Wyndham International and Hammacher Schlemmer, helping them to be more responsive to their customers while delivering new services, closing more sales, and handling unplanned call volumes without hiring additional staff. Voxify headquarters are in Alameda, CA. For more information, call 510 545 5000 or visit www.voxify.com.