Speech Technology Magazine

 

VoiceGenie and Vesta Announce Progressive Call Management Voice Solution

TORONTO, CANADA and PORTLAND, OR - VoiceGenie Technologies Inc. and Vesta Corporation are working together to provide progressive CRM services in the prepaid wireless industry.
Posted Sep 1, 2002
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TORONTO, CANADA and PORTLAND, OR - VoiceGenie Technologies Inc., the provider of VoiceXML Gateway solutions, and Vesta Corporation are working together to provide progressive CRM (Customer Relations Management) services in the prepaid wireless industry. Important is the need to consistently improve service offerings to retain existing customers in the prepaid wireless market. In order to ensure value-added capabilities for its clients, Vesta designed and built a suite of applications and solutions to support its wireless and prepaid recharge operations. The resulting infrastructure connects clients with end users through Vesta's proprietary "High Tech-High Touch" offering. Suited to manage CNP (credit card-not-present) transactions, especially those requiring real-time user authentication and immediate delivery of virtual products such as prepaid wireless or prepaid long distance service, Vesta's technology enables a direct, protected and branded relationship via multiple sales channels (web, voice, web-enabled device, etc.). By integrating the VoiceGenie VoiceXML Gateway, Vesta was able to improve upon its product offerings. Using familiar Web infrastructure and tools and supporting multiple speech and text-to-speech engines, VoiceGenie's Gateway front-ends incoming calls and collects and processes the required customer information. Should live CSR (customer service representative) intervention be required, the Gateway, coupled with CTI (computer telephony integration) technology, transfers the provided information to a CSR, eliminating the need for customers to re-supply information, accelerating the call. "We are extremely pleased with the feedback we have received from customers on our combined Vesta/VoiceGenie solution," says Doug Fieldhouse, President and CEO of Vesta Corporation. "Maximizing customer service and revenues by capturing all valid orders in a timely manner while reducing internal technical and operational resource demands provides us with the competitive advantage we need to be successful in these markets." "The partnership between VoiceGenie and Vesta is our latest large-scale VoiceXML deployment," says Eric Jackson, Vice President of Strategy and Business Development at VoiceGenie. "We anticipate voice applications in the prepaid wireless industry to increase substantially within the next six months, because of the rapid payback period involved for these applications. Our combined Vesta/VoiceGenie solution is the latest example of how quickly a premises-based VoiceXML solution can be deployed with a faster ROI than legacy IVR or a purely hosted ASP option."
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