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Genesys Allows Transition from IVR to VXML

"As the market moves from legacy Interactive Voice Response Systems (IVRs) into VoiceXML (VXML) standard solutions, Genesys will vie for global leadership", Elizabeth Herrell of Forrester Research said. Genesys Telecommunications Laboratories, an Alcatel company, is set to display a standard self-service platform at SpeechTEK in New York, scheduled August 7-10. Accelerating the shift away from proprietary IVRs, Genesys is offering to replace legacy IVRs with a next-generation open self-service platform.

Replacing outdated legacy IVR technology is a priority for many organizations. Many manufacturers have discontinued their older IVRs as maintenance costs are twice the rate of next-generation software systems, and require specialized technicians to add new applications, increasing costs, and causing delays in time-to-market for new applications.

The biggest issue for consumers is the inflexibility of complex touch-tone IVR menus. The Genesys survey found 65% of customers prefer speech to touchtone and 62% of companies deploying speech technology found an increase in customer satisfaction. The report also found consumers required IVRs to be integrated with live service, and 83% of consumers considered speech-enabled IVRs a satisfactory alternative to live self-service.

Newer platforms such as Genesys typically reduce maintenance operating costs by as much as 40 percent, and have an ROI payback of as little as 12 months compared to older, outdated IVRs. For companies that wish to move from their IVRs, Genesys will develop a detailed cost analysis at SpeechTEK that incorporates all critical metrics, such as expected customer opt-in rates for self-service, improved customer satisfaction, reduced long- term maintenance and development costs, and hardware savings.


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