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Industry Leaders Discuss Game-Changing
Customer Service Technology
Voxify Webcast Series Brings Together Airline Visionary Max Hopper and Executives from Wyndham International and Hammacher Schlemmer
Alameda, CA - April 7, 2005 - Not often does an entire industry have the opportunity to adopt game changing technology. Yet that's what happened when Voxify introduced Automated Agents for call centers in the airline, hospitality, and retail industries. In introducing speech-automated systems with the skills to answer customer service calls of all types, Voxify redefined the notion of automated customer service - and set a new standard for customer service in the process. Industry leaders who make customer service a priority, such as luxury hotelier Wyndham International and high-end retailer Hammacher Schlemmer, have reaped the rewards. Each has agreed to share their story in a groundbreaking three-part Webcast series entitled "Speaking of Success."
The Voxify-sponsored Webcast will host customer service executives from both Wyndham and Hammacher Schlemmer, as well as Max Hopper, founder of the SABRE Group and former CIO of American Airlines. The series will kick off on April 20th with David Mussa, VP of Reservations for Wyndham International, followed by Max Hopper on May 12, and Don Rogers, VP of Operations for Hammacher Schlemmer, on June 8.
The series is important in that it will reveal how applying Automated Agents to any call center can produce dramatic results in a short timeframe. For example, with Wyndham, Voxify Automated Agents were trained and deployed within six weeks, whereas a typical speech automation system would take months. Today, Voxify Automated Agents answer all Wyndham calls with a single, branded voice of Wyndham, giving guests a consistent, excellent experience, and fully automating more than 13% of Wyndham's customer service calls. "Automated Agents are very well received by our customers," says Mussa. "We shortened our pilot phase because it was clear our customers loved it. And the number of callers choosing self-service is almost triple what we expected."
"The business impact of technology is not always clear, but with Voxify's Voice Automated Service, the results speak for themselves," said Adeeb Shanaa, CEO of Voxify. "Automated Agents allow our clients to rapidly expand their customer service offerings and deliver unprecedented customer satisfaction. We've created the first automated speech solution that makes business sense."
Breakthrough Conversation Engine Technology
Voxify Automated Agents are built for advanced customer service calls, such as fare finder, reservations or order status, and can accommodate customers with varying amounts of information.
High conversational usability requires complex call path maps to handle the many variant call paths that a customer service call can take. Voxify has solved this challenge with its patented Conversation Engine technology, a breakthrough for automating the development and maintenance of highly usable speech applications. The Conversation Engine imbues the Automated Agents with advanced conversational skills, enabling them to engage callers in sophisticated dialogue, and understanding multiple pieces of information in a single response or adjusting to unexpected information provided by the caller. As a result, callers experience an Automated Agent who understands how to give them what they need quickly and easily, closely approximating the effectiveness of a human being.
Voxify's Momentum in the Travel and Retail Industries
Voxify has deep experience in the travel industry, serving millions of calls for some of the industry's largest and most successful airlines and hotel chains. Among its clients are Aer Lingus, Continental Airlines, Wyndham International, World Choice Travel, a part of Travelocity, and Pegasus Solutions. Voxify is also transferring the characteristics that have made it successful in travel and hospitality to the retail industry with clients such as high-end retailer Hammacher Schlemmer. Voxify Automated Agents have the ability to scale up to meet spikes in call volume instantly and the conversational flexibility to handle everything from package tracking to orders to service calls with minimal tuning, and with practically zero capital investment. These attributes, provided through Voxify's patent-pending Conversation Engine technology, are ideal for retailers struggling to deal with the sudden spikes in call volume that come from sales, holidays, and major new product rollouts.
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 AgentsŪ 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.
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