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Voxify Automated Agents Help Restoration Hardware
Improve Customer Service
Alameda, CA - June 7, 2005 - Voxify, the first company to create Automated Agents for call centers with the conversational skills to handle advanced customer service calls, today announced that its breakthrough technology is being used by home furnishings retailer Restoration Hardware to improve customer service. The system went live across the company's 104 stores in the U.S. and Canada in May.
"Voxify is helping us improve our customer service", said Jeff Turner, CIO for Restoration Hardware. "Voxify gives us an excellent automated service infrastructure that our internal customers can depend on for timely service, and it enables our live agents to focus more of their time on customer service activities."
"Voice automation is a recognized need for most call centers that are equally focused on improving service and reducing cost of operations. Our Automated Agents are uniquely imbued with the conversational intelligence of human agents, enabling them to offer superior service and complete complex calls. This is what sets us apart," said Adeeb Shanaa, CEO of Voxify. "Our customers are seeing the results of our breakthrough technology - in the last year alone we've seen the volume of service calls handled by Voxify Automated Agents climb by more than 400%, with dramatic increases in revenue."
Breakthrough Conversation Engine Technology
Voxify Automated Agents are built for advanced customer service calls, such as product orders, 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.
Building a Retail Franchise from Success in the Travel Industry
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 unit of Travelocity, and Pegasus Solutions. Voxify is transferring the characteristics that have made it successful in travel and hospitality to the retail industry. Among these are 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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