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October 26, 2009

Ovum Names Voxify a 'Top Speech Application Vendor'

By Patrick Barnard, Group Managing Editor, TMCnet

Analyst firm Ovum has named Voxify a “top speech application vendor” in its new “Decision Matrix - Selecting a Speech Application Vendor in North America” report.

Voxify specializes in speech-enabled, self-service solutions for automating customer interactions -- both informational and transactional. The company’s fully-customizable IVR solutions are available on a hosted, on-premises and hybrid (failover) basis.

By automating customer interactions, companies can reduce reliance on live customer support. What’s more they can boost customer satisfaction by allowing customers to carry out their own interactions quickly and easily, without having to wait for a live agent. Or, in the event a live agent is needed -- due to the complexity of the problem, or if it is a “higher value” transaction -- the system can quickly and automatically hand the call, and the customer’s information, off to a live person. In this regard the company’s self-service solutions improve customer service by automatically routing calls to the live agent best-suited to handle the issue.

Companies are also increasingly using IVR solutions to secure customer transactions – for example, after a live agent assists a customer, the agent can then transfer the customer back to the IVR, which will handle the processing of the credit card or payment, without the agent being involved. By automating all transactions through the IVR, companies can collect and securely store customer credit card and other sensitive data to the degree where even top-level management cannot access it.
Ovum's (News - Alert) report reviews all the major speech application vendors and evaluates their technology based on “maturity, interoperability and data integration.” The report finds that Voxify has “formidable technological expertise” -- thus it fielded the highest overall technology assessment score. In addition the report states that Voxify's managed service model has proven to be a “winning strategy as clients gave the company high marks in the End-User Sentiment part of the assessment which includes client engagement, application lifetime accountability, and continuous application improvement.”

"Ovum has been following Voxify for many years and we continue to be impressed by its market leadership in speech applications,” said Ryan Joe, research analyst, customer interaction, Ovum, in a release. “Voxify's rapid development ensuring a customer ROI, interoperability of applications, and the overall end-user experience gives it an advantage over many of the other vendors. Clients were very positive as Voxify gives them control over their technology through IVR platform interoperability and flexible deployment options.”

Ovum's report includes a market impact assessment which estimates that Voxify's revenue growth is higher than the average across vendors. The report states that Voxify's close relationships with its clients as well as the all-around technological strength of its offerings give Voxify an edge over its competitors.

Voxify last made news on TMCnet in December 2008 when it announced that it handled 100 percent more calls for its retail and e-commerce customers on Cyber Monday (News - Alert), Dec. 1, 2008, compared to the daily average call volume for the year.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard

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