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| September 27, 2005 | Press Release |
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| EDV-backed PhotoTLC to Use Voxify Automated Agents for Customer Service |
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| Portfolio Company: Voxify |
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Growing photo gifts and restoration leader looks to Voxify speech applications to maintain high levels of call center quality
Alameda, CA – If a picture is worth a thousand words, imagine how much Voxify Automated Agents™ have to say about photo gifts and restoration leader PhotoTLC. Continuing an aggressive push into the retail sector, Voxify today announced that PhotoTLC will put Voxify’s breakthrough Conversation Engine™ technology at the disposal of PhotoTLC’s more than 15,000 outlets at America’s best-known photo retail centers.
Voxify Automated Agents™ are set to handle more than 30 percent of PhotoTLC’s internal call volumes, offering automated access to order information, which was previously not available. The Agents will also eliminate the need for PhotoTLC to outsource during busy holidays, helping maintain continuity for the company.
“To continue the amazing expansion we’ve enjoyed this year, we need to keep our services at the cutting edge,” said PhotoTLC CEO Ed Bernstein. “That’s why we hired Voxify. We know Voxify’s Automated Agents will give us the best possible call experience, time-to-deployment and ROI, and will become an invaluable extension of PhotoTLC.”
With Thanksgiving and Christmas just around the corner, the Automated Agents™ have plenty of work on their hands, as seasonal surges account for a large portion of PhotoTLC’s call volume.
The first Agent coming on board is an Order Status Agent that helps internal staff members quickly find when a photo project is set to arrive. The Agent also offers direct integration with all major U.S. shipping vendors, opening the door to enhanced tracking and delivery services not previously available to PhotoTLC employees.
PhotoTLC will also enlist the help of an Order Processing Agent. The appropriately named Automated Agent will help employees at retail hubs across the nation order supplies and process photo restoration and gift sales.
“Voxify is a great fit for the retail industry. Not only do we offer technology that caters precisely to the call-center needs of leading retailers, but we do it in a way that makes business sense,” said Adeeb Shanaa, CEO of Voxify. “Never before has a speech application provider been able to combine speed of deployment, economic sensibility and conversational aptitude the way that we have.”
Breakthrough Conversation Engine™ Technology
Predicting human conversation is a complex business. Even in a goal-oriented customer service call, there are diverse call path routes that a conversation can take. This is the inherent challenge of speech applications in call centers – how to successfully complete a call irrespective of the path it travels. Voxify has resolved this problem with its patented Conversation Engine™, a breakthrough technology for automating the development and maintenance of highly usable speech applications. The Conversation Engine™ imbues the Automated Agents™ with advanced conversational skills, enabling them to engage callers in sophisticated dialogue, understand multiple pieces of information in a single response, and adjust to unexpected information provided by the caller. As a result, callers converse with an Automated Agent™ who can successfully serve their needs, closely approximating the effectiveness of a human being.
About Voxify
Voxify is the first company to create automated call center agents with the conversational skills to handle advanced customer service calls. Powered by the company's patented Conversation Engine™, Voxify Automated Agents™ model the intelligence and personality of a trained live agent, allowing them to engage callers in sophisticated dialogue to perform advanced customer service functions, such as reservations, sales, and account requests. Voxify Automated Agents™ are taking calls today for Continental Airlines, Wyndham International, Hammacher Schlemmer, Restoration Hardware and others, helping them deliver new services, close more sales, and handle unplanned call volumes without hiring additional staff. Voxify was founded by MIT technologists and enterprise software veterans. Headquartered in Alameda, California, the company has a growing list of skilled partners around the globe. For more information, visit www.voxify.com.
About PhotoTLC
PhotoTLC, Inc. is the leading provider of digital photo products, including photo restorations and personalized photo gifts, to America's largest retailers. PhotoTLC provides its products in partnership with over 15,000 brick-and-mortar retail locations, as well as online merchants. To date, PhotoTLC has restored hundreds of thousands of photos and created a wide range of digital photo gifts for consumers throughout North America. Based in Northern California, PhotoTLC has processing facilities throughout the US and Canada, as well as overseas. For more information, visit www.phototlc.com.
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