GTECH to Voice Enable Web Infrastructure with Intervoice Omvia Voice Framework
GTECH Holdings selected Intervoice, to deliver several speech-enabled applications within its customer service offering. With a 70 percent share of the world's online lottery business, GTECH is a technology partner catering to the systems and support needs of online lottery operators. GTECH designs, assembles, installs, operates and maintains online lottery systems for governments and licensed operators all over the world. One speech-enabled application from Intervoice will assist both retail store associates with technical support of the GTECH lottery ticket terminals as well as serving as a field operations assistance application for GTECH technicians.
The other major application selected by GTECH is to assist with its Electronic Benefits Transfer (EBT) offering. Much like a debit card, welfare recipients in 28 states are given cards to serve as food stamps. GTECH provides customer service to several of these states, fielding more than 5 million calls per month. The speech-enabled application will help streamline the existing DTMF application for cardholders to validate current balances and other services. Fielding millions of calls per month, GTECH's distributed contact center configuration has two major sites in Boca Raton, Fla., and Austin, Texas .
The Speech Application Language Tags (SALT) speech applications, based on the Microsoft Speech Server (MSS) platform, will integrate into GTECH's existing Microsoft.NET framework, making it possible to extend new self-service Web capabilities and maintain consistency in communication across customer contact channels.
"Customer service is one significant hallmark of GTECH's competencies," said Michael Sax, Director of Global Technology Services for GTECH. "We recently adopted the Microsoft.NET framework, and choosing a standards-based voice solution such as the Omvia Voice Framework from Intervoice, was a logical fit and a strategic move for GTECH's technology roadmap. We had significant faith in Intervoice whose experienced support team understands speech recognition technology, the precise applications needed for our business environment and has the development expertise to design custom solutions for our business challenges."