IBM And Genesys To Deliver Speech-Enabled Self-Service Systems - InformationWeek

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IBM And Genesys To Deliver Speech-Enabled Self-Service Systems

A suite of new offerings will tie self-service applications to back-end enterprise systems.

IBM and Genesys Telecommunications Laboratories Inc. say they'll deliver speech-enabled self-service solutions that will link contact centers with back-end enterprise systems. The companies will work together to integrate IBM's WebSphere speech capabilities with the Genesys Voice Platform.

The suite of new solutions will be available this summer with support for English, Chinese, and Japanese.

The solutions are designed to let businesses create multiple ways of delivering customer service--including Web self-service, chat and speech-enabled caller interactions--and to better manage them, and more closely integrate them into enterprise applications.

The suite will integrate IBM's WebSphere Voice Server, WebSphere Voice Application Access and Voice Toolkit for Websphere Studio with the Genesys Voice Platform. Genesys will also run its solutions on IBM's WebSphere Internet infrastructure software, enabling a link between contact centers and back-end IT infrastructure. Using the self-service solutions, customers will be able to obtain information and perform a wide variety of transactions such as billing, inventory management, and managing order-delivery systems, without the assistance of a call center agent.

The companies will also provide future connectivity via Media Resource Control Protocol, an emerging standard for integrating automatic speech recognition and text-to-speech technologies.

"Together IBM and Genesys enable companies to fully integrate the contact center, the very 'face' of a company, with IT infrastructure to support a consistent, positive customer experience," Nicolas de Kouchkovsky, senior VP of marketing and business development at Genesys, said in a statement on Wednesday. "Companies gain the benefit of sharing customer information from front to back office, which not only increases efficiency but also improves coordination among previously disparate business units."

The companies also said they're working together to target small and midsize businesses with solutions for specific vertical markets.

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