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In two unrelated developments, Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent business and Avaya GlobalConnect have announced voice self-provider platform with built-in help for video customer service, and key requisites for more suitable network functions that enable a big range of new functions, from speech-enabled voicemail to IP-based mostly features the use of Session Initiation Protocol (SIP).
Avaya that had verified its voice portal to a select media, at its customer stuido at Vakola says, “it's designed to combine assorted purposes comparable to clinical trial management device, CRM, reservations methods primarily for shuttle, hospitals and resorts, and finance software for banking CRM programs.”
The portal contains a group of distrbuted utility facets together with Media Processing Platform (MPP), Voice Portal management device (VPMS) and application construction and Deployment environments (communicate dressmaker), that acts as a comprehensive device to give speech and touch-tone capabilities for self provider purposes.
Director, advertising at Avaya, Amit Mehta informs, “The portal will work on crimson Hat servers. The change that our product would convey any supplier is we might provide them the comprehensive application. The enterprise can be in a position to port between 1,000 to 10,000 calls simultaneously. we now have incumbant relationships with existing avid gamers in the telcom sector, and are exploring options to market trials with these groups. we are additionally speakme to other purchasers, nonetheless it is simply too early to diclose names.”
He claims that the portal can be capable of supply converged verbal exchange, unified conversation on the identical platform. He says, “we've named these functions clever communication, and the complete suite can be offered on open source.”
M. Reddy, IT advisor at Avaya explains how the portal features. He feedback, “The portal is linked to company web sites (consumers) by the use of VXML. All calls are routed to those web sites for guidance. we now have tied up with Nuance for lingusitic knowledge. We offer functions in Indian English and Hindi, and work on the Tamil language is on. ”
To a question on no matter if the legacy at the corporations will get replaced, Mehta opines, “we will look at issues that may also be reused. eighty per cent of RAS will also be used.”
speakme about challenges to launch the product in India, he states, “We introduced the product here about two months again. there were considerations regards scalability. but now they have got been addressed, and we are able to go to market.”
On a world client the usage of the voice protal, Mehta discloses that Whirpool had adopted a mixture of contact center and Cebp for manipulate stock.
In a seperate statement Genesys avers, “VoiceGenie 7.1, a mobile carrier company can present patrons the capability to checklist and send copies of video conference calls, or enable consumer carrier representatives in a aid-desk to push educational movies to help simplify a technical installation. other functions for video encompass telemedicine, video sharing and quite a number other customer entertainment applications.”
VoiceGenie 7.1, together with its sister platform, GVP, enable a complete latitude of voice self-service applications. in addition to the video elements of VoiceGenie 7.1, Genesys has introduced new points to include voice over IP, throughout the key typical of SIP, which makes it possible for deployment of voice self-provider in both IP and hybrid networks via media gateways. VoiceGenie 7.1 also leverages the newest types of three key specifications - VoiceXML 2.1, CCXML 1.0 and MRCP 1.0 - that enable functions to be directly modified, re-used and redeployed throughout virtually any gadget with lessen renovation fees.
The business gives its voice self-carrier structures to organisations and agencies to increase consumer service, and to telecommunications provider providers to create new functions for patrons.
“organizations clearly need to increase consumer satisfaction these days. many of them are doing so with the aid of embracing new technologies that support more desirable customer provider, such as speech services and multimedia, and creating a more dynamic environment to enrich the standard client journey,” states Wes Hayden, president and CEO of Genesys.
given that its acquisition of VoiceGenie in early 2006 Genesys has persevered to aid and enhance the platform. The introduction of VoiceGenie 7.1 gives further evidence of Genesys’ dedication to the development of the VoiceGenie platform, which can be steadily integrated with Genesys GVP over the subsequent two to a few years. Genesys has pledged persevered aid for all VoiceGenie customers and may create a appropriate improve path and both systems already embody all of the key industry requisites, together with VoiceXML 2.1, CCXML 1.0 and MRCP 1.0.
This dealer-specific Certification is offered by way of:Genesys Telecommunications LaboratoriesDaly city, CA USAPhone: 888 GENESYS
skill degree: foundation repute: energetic
in your price range: $900 (shortest track)
summary:For Genesys companions who support Genesys purchasers in planning, setting up, and configuration Genesys solutions. There are a number of tracks to choose between: Inbound Voice, Genesys Voice Platform, Genesys data Mart, group of workers management, Genesys SIP Server, Outbound Voice and iWD answer
initial necessities:You must flow a proctored desktop-based mostly exam for your favored music ($900). exams examine mastery and understanding of the options and talent-units on your song and have a 2 to 2.5 hour time limit. practising and hands-on event are recommended.
continuing requirements:None targeted
See all Genesys Certifications
supplier's web page for this certification
SAN FRANCISCO, Feb. 14, 2018 /PRNewswire/ -- Genesys® (www.genesys.com), the international leader in omnichannel customer adventure and get in touch with core options, is accelerating its international cloud-based client experience capabilities by way of increasing voice options for the Genesys PureCloud® platform. With a newly extended international footprint of its cyber web-primarily based telephony service, PureCloud Voice, and the introduction of a cloud-primarily based carry Your personal provider (BYOC) alternative, Genesys is giving purchasers unmatched flexibility and manage when designing their communications ecosystem.
Genesys PureCloud Voice officially launched within the UK these days giving native agencies the alternative to installation a 100 percent cloud-based voice answer with simply an internet connection. The affordability of the solution's usage-based billing and the convenience of working with just one seller makes PureCloud Voice highest quality for organizations that demand optimum simplicity.
PureCloud Voice is additionally anticipated to launch within the Netherlands, France and ireland by way of the conclusion of the first quarter. moreover, the company intends to roll out extended availability to more than 15 different new markets in 2018, including international locations all the way through the Europe and Asia Pacific regions. First made obtainable within the u.s. and Canada in 2016, PureCloud Voice supported very nearly 200 million minutes of voice calls for North American organizations ultimate year by myself and is on pace to some distance exceed that quantity this 12 months.
"even if via PureCloud Voice or partnering with a carrier, now PureCloud gives consumers even more alternatives nd handle to help agencies set up the telephony approach of their choice," talked about Olivier Jouve, government vice president of PureCloud. "combined with a confirmed ROI nearing 600 percent* in three years and payback in under three months, or not it's handy to make the business case for PureCloud."
further, Genesys is increasing valued clientele' probabilities for telephony deployments with the new PureCloud BYOC cloud providing. This augments the current provider alternative through adding an entire cloud approach. BYOC permits companies to preserve strategic service relationships or the pliability to change vendors when crucial. it might probably also aid companies steer clear of costly foreign dialing rates and simplify international deployments by way of doing away with physical administration and machine upkeep requirements. BYOC allows shoppers to combine with any appropriate service the usage of PureCloud Media Tier materials, which address all aspects of media processing, including managing phones and calls.
even if the use of PureCloud Voice or BYOC, the Purecloud WebRTC cell completes the zero-hardware approach. Enabled with best a web connection, it drastically streamlines management. Genesys valued clientele will improvement from the excessive availability and auto-scalability of the PureCloud platform to meet name quantity calls for.
Launched globally in 2015, the PureCloud platform is a unified, all-in-one consumer engagement and enterprise communications answer that is effortless to make use of and short to installation. a real cloud providing according to microservices architecture, the PureCloud platform is bendy, open, function-wealthy, and developed for rapid innovation, offering businesses with a future-proof answer for instantly scaling to satisfy consumer increase.
*A commissioned total financial influence(TM) of Genesys PureCloud analyze carried out by using Forrester Consulting on behalf of Genesys, December 2017.
About GenesysGenesys® powers greater than 25 billion of the area's most desirable client experiences each yr. Our success comes from connecting worker and consumer conversations on any channel, daily. Over 10,000 groups in additional than one hundred nations trust our #1 customer journey platform to pressure extraordinary company results and create lasting relationships. Combining the better of technology and human ingenuity, we build options that reflect natural conversation and work the manner you consider. Our industry-main options foster actual omnichannel engagement as a result of they function equally smartly throughout channels, on-premises and in the cloud. journey communique appropriately: fluid, instinctive and profoundly empowering. consult with genesys.com on Twitter, facebook, YouTube, LinkedIn and the Genesys weblog.
Contacts:Rachel FaulknerSenior manager, PRGenesysrachel.email@example.com+1 317-715-8109
Lisa HawesSterling Communicationsgenesys@sterlingpr.com+1 408-395-5500
View original content with multimedia:http://www.prnewswire.com/information-releases/genesys-purecloud-expands-voice-alternate options-around-the-globe-300598048.html
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TAMPA, FL (January 31, 2019) — Best Innovation Group (BIG), a credit union innovation catalyst, is pleased to announce that three more credit unions will begin their implementations of the voice-first banking platform, FIVE, through a partnership between BIG and Connect Financial Software Solutions, an online and mobile solution provider for credit unions.
BIG created the first Amazon Alexa skill specifically designed to allow credit union members to perform transaction-based functions in 2017. Today over 600,000 members have the ability to perform voice banking using their credit union’s certified Alexa skill and 18 additional credit unions have signed on for the solution. Members can transfer between accounts, make loan payments, and access balances and account histories for checking, savings, and loans. It also offers member engagement capabilities, such as educational audio clips on security and financial literacy. All of this is done using voice commands secured by a single sign-on and integrated to Connect’s digital banking platform. The transaction options, accessible by a custom Amazon Alexa skill built for each credit union, will provide members full access to their credit union accounts using FIVE’s intuitive voice user interface.
The Connect FSS clients implementing the FIVE platform are One Nevada Credit Union, headquartered in Las Vegas, Nevada; Knoxville TVA Employees Credit Union, based in Knoxville, Tennessee; and Northrop Grumman Federal Credit Union, based in Gardena, California.
“Because of BIG’s longstanding experience in the credit union industry, we understand how important it is for credit unions to deliver the best possible member experience,” explained BIG CEO and co-founder John Best. “As credit unions evolve to provide the technology solutions members value and expect, it becomes more challenging to retain that personal touch. At the outset of each project, we focus on making sure the credit union’s unique personality is evident to their members in every interaction. The objective is to optimize the member experience and enable credit unions to expand their unique branding across voice interactions.”
“At Connect, we recognize that voice-activated activities through smart devices and digital assistants is a convenience factor that consumers are using to conduct their everyday activities. We see voice-activated banking as an important next step in a truly mobile and frictionless banking experience, “said Grant Parry, President and CEO, of Connect Financial Software Solutions.
BIG’s FIVE platform currently supports Amazon Alexa and Google Assistant voice services but is extensible to allow financial institutions to easily expand to future voice-based products. As technology evolves, FIVE positions financial institutions to rapidly add new capabilities and additional voice services.
For more information on BIG’s solutions, please contact Elizabeth Robins, Product Director at 469.516.4693 or email firstname.lastname@example.org.About Best Innovation Group (BIG)
Founded in 2014, Best Innovation Group (“BIG”) is an innovation catalyst that provides forward-thinking products, consulting services and research and development resources to the financial services industry. BIG’s team of experienced financial industry professionals brings executive-level expertise to the products and services we provide. In addition to development of voice-first and distributed ledger technologies, BIG offers a full range of consulting services aimed at helping credit unions grow and dominate their markets. BIG tackles tomorrows problem today. For more information, visit: www.big-fintech.comAbout Connect Financial Services Software
Connect is a credit union service organization providing advanced enterprise digital banking services, including account access, advanced payments, account opening, custom lending workflows, electronic document management, card controls and deep core system integration. Connect’s theming technology allows CUs to provide channel consistency with responsive design websites and fully-native mobile applications that differentiate their digital banking experience like never before. For more information, visit www.connectfss.com.Contacts
Kirk KordeleskiChief Strategy Officer & Senior Managing PartnerKirk@Big-cu.com516-528-5057www.big-fintech.com
Mike LawsonDML Communicationsdmlcomm@gmail.com760.845.8146
Ola, a ride-hailing company, has roped in Leo Burnett Orchard and Indigo Consulting to lead the mobility brand’s marketing mandate in the country. The mandate includes brand strategy, new launches, content strategy, and digital communications, and was awarded post a competitive multi-agency pitch. The account will be managed by the agency’s Bengaluru office.
Dheeraj Sinha, managing director – India and chief strategy officer – Asia, Leo Burnett, said, “Ola is one of the few brands born in India that are defining the fundamentals of how we live. The brand is changing the rules of mobility for India, while enabling respectable livelihoods for over a million driver-partners. As an agency, we are really chuffed about this mandate, as this is an opportunity to take the story of a revolutionary Indian brand into their next stage. We are thrilled to partner with Ola and leverage the strengths of Leo Burnett Orchard and Indigo Consulting teams to build a unified brand platform.”
Added Prashanth Challapalli, chief operating officer, Leo Burnett Orchard, “Ola is a home-grown brand that has now become a global force in mobility. Very few brands can take pride in the deep impact they create, like Ola would, on its entire ecosystem of consumers, partners and cities at large. We look forward to building a strategically sound platform for the brand that will help cement its leadership position. This is also a testament to the incredibly powerful ‘Power of One’ philosophy that we follow.”Anand Subramanian, sr. director, marketing communications at Ola commented on the occasion, “We look forward to this partnership with Leo Burnett Orchard in our mission to build mobility for a billion people. Over the past 8 years, the Ola brand has evolved to become one of the world’s largest mobility platforms, impacting the lives millions of customers and partners alike. We are confident that this new partnership will help resonate the brand’s voice amongst Ola’s 150 million+ users and beyond.”
A couple of dozen shoppers streamed into a BevMo store in Oakland one evening this week looking for liquor — and walked right past the future.
On a shelf lined with bottles of booze, a sign introduces “The world’s first voice-powered whiskey selection,” and invites shoppers to “Talk whiskey to me.”
BevMo, the 167-store Concord spirits seller, introduced the new piece of tech at three Bay Area locations as part of a pilot program featuring a voice-powered “smart aisle” that seeks to help shoppers decide between Jim Beam and Jack Daniels.
BevMo appears to be the first chain of specialty grocery stores experimenting with such a feature. While industry analysts and researchers praised BevMo’s attempt at innovation, voice assistants Alexa and Siri might not make the leap from living rooms to store aisles anytime soon, they said.
“I will applaud BevMo for a good first try, but the use of voice tech in this situation is a mismatch,” said Brian Roemmele, an artificial intelligence and voice technology consultant who runs a website called Voice First Expert.
Retailers want to use the latest technologies to stay ahead of competitors, but getting consumers who are used to shopping in a particular way to adopt new tools can prove difficult.
In the case of BevMo’s “Bev,” created with a custom application on Amazon’s Alexa voice-service platform, results are mixed.
“For me, it’s not a big sales point. I kind of know already what I’m looking for,” said Peter Gorwin, an Oakland resident shopping with his wife, Jane, at the Jack London Square BevMo on Wednesday. Neither noticed Bev when they walked in.
BevMo hopes the new tech will help it better understand consumer needs, supplement staff product knowledge and provide an interactive experience that might attract foot traffic.
“You have to keep it fresh when you’re fighting online pressures and when customers can invest their own time online in getting educated,” said Tamara Pattison, BevMo’s chief marketing and information officer.
Voice-assisted technology such as Amazon’s Echo device, Google Home and Apple’s Siri are used by 1 in 10 Americans, or approximately 34 million people and 17 million homes, according to a Reuters Institute report released last year. Many retailers are offering different types of interactive tech to reinvent the in-store experience.
But BevMo’s pilot puzzles Roemmele.
“It doesn’t have signage that’s inviting,” Roemmele said. “It doesn’t explain easily what it does, and most people will not interact with it.”
That was the case for 43-year-old banker Gokhan Guvenc, who picked up a bottle of Jameson Irish whiskey from the smart aisle without doing any talking.
“I saw Alexa, and I automatically thought I could order this at home because I have Alexa at home,” he said. “The sign doesn’t stand out because it blends in with the colors, and I didn’t know you could speak to it in the store.”
BevMo’s talking shelf is a stand-alone display. Nearly 50 whiskey bottles sit atop five shelves with an Amazon Echo smart speaker programmed to offer recommendations. Shoppers start by saying “Hi, Alexa,” to which it replies, “Hi, I’m Bev.”
Once activated, Bev guides customers through questions about their whiskey preferences, such as type, taste profile and price. Three bottles, along with names and descriptions, then become illuminated on the shelf. Shoppers can ask about a specific bottle or brand.
Brian Kilcourse, managing partner at Retail Systems Research in Miami, says voice commerce, as its called, “makes good sense” with e-commerce. He said, “People tend to use these tools in their homes or on their phones.”
A recent report from Gartner, a marketing research and consulting firm, says companies must view voice technology as part of a broader digital commerce strategy.
Pattison says BevMo’s smart aisle is useful to customers who don’t have such technology at home. Plus, it supplements in-store staff, she said.
Using high-tech help to round out staffing didn’t surprise Kirthi Kalyanam, director of the Retail Management Institute at Santa Clara University.
“We’re seeing the highest levels of employment in this economy, and I wonder if BevMo is having trouble finding knowledgeable sales staff,” he said. He suggested a different type of in-store interactive technology might work better.
“People are not comfortable talking to shelves in public,” he said. “We have not reached a point in our society where talking to a shelf is seen as cool.”
BevMo hired the Mars Agency, a Michigan advertising firm, for the trial. The choice to start with whiskey instead of wine, beer or other liquor varieties provided a smaller batch to track. The companies declined to say what the pilot cost.
Voice-activated tech doesn’t appear to be a hot trend in the spirits space. Employees at Bay Area Total Wine & More and K&L Wine Merchants stores, for instance, said they don’t know of any similar plans.
Other retailers have introduced interactive tech without the voice aspect. The Sephora beauty store chain has tablets and devices in its aisles. Its voice-activation feature — launched in November using Google Home — is for online shopping at home.
Priscilla Tovar, a store manager at the Jack London Square BevMo, said she’s seen four or five customers interact with the shelf since its start in mid-January. BevMo and the Mars Agency declined to provide pilot results but said early signs were promising.
Ethan Goodman, Mars senior vice president of innovation, said customer interactions and sales from the shelf will be studied.
He offered results from a pilot project in New York City: After two months of the smart aisle, the shop saw a 20 percent increase in year-over-year sales. The store, Bottle Rocket Wine & Spirit, did not respond to requests for comment.
The 90-day trial, also taking place in San Jose and Santa Clara, ends in March. That’s when Bev will extend her stay with the whiskeys, move on to the wine and beer aisles — or walk out the door.
Shwanika Narayan is a San Francisco Chronicle staff writer. Email: shwanika.narayan@
sfchronicle.com Twitter: @shwanika
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