Broad Daylight Launches Voice-Activated Self-Service Product Using VoiceGenie's VoiceXML Gateway; Speech Recognition Extends Self-Help from the Web to the Telephone.Business Editors/High-Tech Writers SANTA CLARA Santa Clara, city, Cuba Santa Clara (sän`tä klä`rä), city (1994 est. pop. 217,000), capital of Villa Clara prov., central Cuba. , Calif.--(BUSINESS WIRE)--Jan. 31, 2003 Broad Daylight, Inc., today announced the release of VoiceFAQs, a self-service application A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. that uses speech recognition technology to provide increased cost-efficiency and improved customer service. VoiceFAQs enables customers to solve problems faster, by using simple voice commands to search or browse a knowledge base right over the telephone. VoiceFAQs leverages advanced speech recognition technologies provided by VoiceGenie's VoiceXML Gateway. VoiceFAQs is an add-on module to Broad Daylight's flagship eService suite, Broad Mind, a Web-based self-service application that allows companies to answer questions online for a fraction of the cost incurred when interacting with a live agent. VoiceFAQs enables enterprises to offer another convenient and cost-effective self-help option to customers, employees, and partners. The launch of VoiceFAQs responds to an increasing demand in the CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. marketplace for efficient self-service solutions. Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
Speech Recognition Accelerates Savings and Satisfaction Broad Daylight's VoiceFAQs is an advanced speech recognition (ASR (Automatic Speech Recognition) Using voice recognition to replace keypad entry for telephone voice menus. Typically used to speak the digits 0 through 9 insted of keying them, ASR systems may be able to recognize a limited vocabulary. See voice recognition and AVSR. ) application offering the same automation benefits but in a much more user-friendly way. A study by Nuance, Inc. found that 80% of customers preferred speech systems over touchtone applications. More than 84% of those surveyed actually preferred ASR programs to speaking with a live agent, and 87% expressed overall satisfaction with speech-activated systems. With fewer calls reaching live agents, call centers can easily accommodate increased call volume with existing staff levels. "Companies are progressively looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. ways to reduce costs while maintaining a high level of customer service," said Louise Kirkbride, chief executive officer of Broad Daylight, Inc. "VoiceFAQs allows customers to get fast and accurate answers to their questions while using a very comfortable and familiar format -- the telephone." Uses Leading VoiceGenie VoiceXML Gateway To leverage demonstrated speech recognition expertise and cutting-edge industry standards, Broad Daylight developed VoiceFAQs in partnership with VoiceGenie Technologies Inc., the leading provider of VoiceXML Gateway solutions. Engineered for small- to large-scale applications in a completely open-standards architecture, VoiceGenie's turnkey voice-web platform technology integrates software and hardware components by the leading creators of voice technology. It supports multiple speech and text-to-speech engines and delivers the highest levels in scalability, robustness, and reliability. "We are excited about Broad Daylight's new approach based on our VoiceXML platform," said Eric Jackson ''This article is about the Editor of The Panama News. For the kayak champion, see Eric Jackson (kayaker). Eric Jackson (born 1952 in Colon, Panama) is a politician, journalist, and radio talk show host. , VP of Strategy and Business Development at VoiceGenie. "FAQs are a commonly deployed Web-based application See Web application. that every customer service organization will be interested in voice-enabling. We look forward to working with Broad Daylight in tackling this market." How It Works Upon reaching the VoiceFAQs system, a caller can ask any question in natural and conversational English. Broad Daylight's VoiceFAQs product performs a natural language search of the Broad Mind knowledge base for the closest match to the caller's question and reads back a summary of the answer. Callers may also listen to the day's top questions, or browse the knowledge base by topic. If the VoiceFAQs system is deployed in a call center environment, all of these self-service options can be used without losing one's place in the queue. New questions asked of the system that are not contained in the knowledge base are routed to a customer service representative and the answer is e-mailed or faxed to the original caller. The Broad Mind application then adds the new FAQ (Frequently Asked Questions) A group of commonly asked questions about a subject along with the answers. Vendors often display them on their Web sites for use as troubleshooting guidelines. to the knowledge base, benefiting future callers. Advanced speech recognition features also include: -- On-the-fly grammar generation -- "Noise word" list -- Algorithms to ascertain key words VoiceFAQs can be used as a stand-alone automated system or as a self-service option while on hold for a call center agent. Like all of Broad Daylight's solutions, it allows for substantial flexibility and scalability as well as easy integration with enterprise systems, reducing the cost-per-contact and providing consistent answers anytime, anywhere. About VoiceGenie: VoiceGenie is the worldwide leader in VoiceXML Gateways, Development Environments, and Tools. Each day, deployed VoiceGenie infrastructure answers over one million calls. The VoiceGenie VoiceXML Gateway -- first to offer 100% VoiceXML 1.0 and 2.0 compliance and first with support for multiple speech recognition and text-to-speech engines -- allows any phone to access Voice Web applications. It was ranked # 1 hosted VoiceXML Gateway by CT Labs, and given the 2001 Innovation Award by TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center Labs. VoiceGenie's partners comprise leading organizations such as AT&T, BBN (BBN Technologies, Cambridge, MA, www.bbn.com) A consulting firm that participated in the development of some of the most extensive networks in the world, including ARPANET, which evolved into the Internet. It was founded in 1948 as a consulting service in acoustics by Dr. , Continental Airlines, HP, Intel, Merck, Oracle, Rhetorical, SpeechWorks, Voxeo, and many more. VoiceGenie's over 100 international customers include AT&T, AIG AIG addressee indicator group (US DoD) AIG American International Group, Inc AiG Answers in Genesis (religious group in defense of Scripture) AIG Artificial Intelligence Group AIG Australian Industry Group , Eli Lilly Eli Lilly can refer to:
The mobilkom austria group also owns:
About Broad Daylight: Broad Daylight is a customer relationship management (CRM) software developer that provides enterprise self-service and knowledge management solutions. The company's eService software reduces customer support costs, while capturing and retaining corporate knowledge. Companies using Broad Daylight are able to answer questions on the Web at a much lower cost-per-contact than email or phone support. Customers include: Cisco Systems, Deluxe Corp., Eastman Kodak Company, Hilton Hotels, Tyco International, and the U.S. Securities and Exchange Commission. Broad Daylight, Inc., is headquartered in Santa Clara, Calif., and is on the Web at: www.broaddaylight.com. Note to Editors: VoiceGenie VoiceXML Gateway is a trademark of VoiceGenie Technologies Inc. Broad Daylight, Broad Mind, and VoiceFAQs are trademarks of Broad Daylight, Inc. All other trademarks are the property of their respective owners. |
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