29.04.2008 12:00:00
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Nuance Teams with Genesys to Deliver World-Class, On-Demand Self Service Solutions for Enterprises
Nuance Communications, Inc. (NASDAQ:
NUAN) announced today a partnership with Genesys Telecommunications
Laboratories, an Alcatel-Lucent company (NYSE: ALU), to integrate the
Genesys Voice Platform (GVP) into Nuance’s
industry-leading On Demand Network.
Through this relationship, enterprises can gain access to the leading
Genesys Voice Platform in a highly scalable and reliable hosted call
center solution that enables their consumers to effortlessly get help,
make purchases and save time. As part of the agreement between the
companies, Nuance will combine the power of the Nuance On Demand
carrier-grade VoiceXML hosting network with the Genesys Voice Platform
as one of its preferred partners for delivering state-of-the-art self
service interactions in a secure hosted environment.
Nuance’s On Demand Network is one of the world’s
largest and most secure VoiceXML hosting networks, successfully
processing millions of calls daily. Through this partnership,
enterprises can utilize Genesys’ leading voice
platform through Nuance’s On Demand Network to
greatly simplify operations and achieve efficiencies such as transparent
software and hardware upgrades, faster deployments, lower cost for new
initiatives, seamless access to future proof technology and access to
world’s largest group of speech technologies
and experts. Additionally, enterprises benefit by mitigating the
distraction of capacity planning, traffic spikes or systems
availability, and can focus on running their business and better
servicing customers.
"We’re pleased to
team with Nuance to deliver this solution to enterprises wishing to
leverage the power of an On Demand Call Center solution,”
said David York, vice president of North American Service Provider Sales
for Genesys. "Consumers are increasingly
becoming more demanding of automated services, so partnering with
Nuance, a recognized leader in hosted speech solutions is a natural fit.”
Hosting the Genesys platform in Nuance’s On
Demand Network will help enterprises leverage their existing investment
in Genesys’ comprehensive suite of Customer
Interaction Management solutions while benefiting from Nuance’s
powerful speech network, which is continuously tuned to successfully
automate millions of diversified self-service interactions. Nuance
provides flexible deployment models allowing solutions to be quickly
launched in a hosted model to achieve the highest ROI and programs to
migrate these successful solutions to the customer premises.
"This solution is ideal for enterprises
looking to leverage their existing call center investment to simplify
operations, accelerate deployment and integrate functionality from both
the Nuance On Demand Network and the Genesys Voice Platform,”
said Mikael Berner, president of Nuance’s On
Demand business unit. "Integrating the
Genesys on-premise solution into our hosting network provides their
customers with an effective end-to-end call center solution geared at
higher efficiencies through increased automation and call completion.”
Nuance’s On Demand Network hosted call center
solution will feature:
Seamless integration with Genesys contact center technologies
24x7 managed, shared network-based solution with guaranteed 99.99%
uptime
Fully managed and monitored network with zero downtime upgrades
Better speech performance through the latest state-of-the-art Nuance
speech technologies
Access to natural language and voice verification solutions
Robust telephony solutions - TDM and native VOIP support
Advanced personalization and Intelligent Offer Management (IOM) to
capture up-sell and cross-sell opportunities
Advanced reporting and analytics for actionable insight
Expert services available to help develop, monitor and refine
application to gain maximum effectiveness
For additional information regarding Nuance’s
On Demand Network please visit www.nuance.com.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses
100% on software to manage customer interactions over the phone, web and
in e-mail. The Genesys software suite dynamically connects customers
with the right resources – self-service or
assisted-service – to fulfill customer
requests, optimize customer care goals and efficiently use resources.
Genesys software directs more than 100 million customer interactions
every day for 4,000 companies and government agencies in 80 countries.
These companies and agencies can leverage their entire organization,
from the contact center to the back office, to improve the overall
customer experience. As a result, Genesys helps stop customer
frustration, drive efficiency, and accelerate business innovation. For
more information, go to http://www.genesyslab.com
or visit the industry blog at http://www.betterinteractions.com About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that
enable service providers, enterprise and governments worldwide, to
deliver voice, data and video communication services to end-users. As a
leader in fixed, mobile and converged broadband networking, IP
technologies, applications and services, Alcatel-Lucent offers the
end-to-end solutions that enable compelling communications services for
people at home, at work and on the move. With operations in more than
130 countries, Alcatel-Lucent is a local partner with global reach. The
company has the most experienced global services team in the industry,
and one of the largest research, technology and innovation organizations
in the telecommunications industry. Alcatel-Lucent achieved revenues of
Euro 17.8 billion in 2007 and is incorporated in France, with executive
offices located in Paris. For more information, visit Alcatel-Lucent on
the Internet: http://www.alcatel-lucent.com About Nuance Communications, Inc.
Nuance is a leading provider of speech and imaging solutions for
businesses and consumers around the world. Its technologies,
applications and services make the user experience more compelling by
transforming the way people interact with information and how they
create, share and use documents. Every day, millions of users and
thousands of businesses experience Nuance’s
proven applications and professional services. For more information,
please visit: www.nuance.com.
Nuance and the Nuance logo are registered trademarks or brands of
Nuance Communications, Inc. or its subsidiaries in the United States of
America and other countries. All other companies or product names are
the property of the respective owners. The statements in this press release, relating to future plans or
future events or services, are forward-looking statements which are
subject to specific risks and uncertainties. These could involve
particular market trends, competition factors and other risks described
in the documents submitted to the US Securities and Exchange Commission.
The actual results, events and services may vary significantly from the
forecasts. The reader is warned not to rely on these forward-looking
statements without reservation, since these are simply reflections of
the current situation.
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