Press Release

TuVox Announces Personalization Module

Latest Addition to TuVox Call Enhancement Suite Brings Unprecedented Level of Customer Service to the Voice Channel

CUPERTINO, Calif. – August 12, 2008 – TuVox, the caller experience company, today announced the availability of the TuVox Personalization Module, a key component in the delivery of next-generation voice self-service applications. By proactively and automatically providing callers with the most meaningful information at the most appropriate time, this groundbreaking capability streamlines calls, reduces call handling expenses, and increases customer satisfaction.

The TuVox Personalization Module uses unique data aggregation techniques to access caller data from disparate CRM, ERP, and customer interaction systems and proactively conveys the relevant information to the caller in real-time.  Flight information about the caller’s upcoming flights, shipping status of recent orders, and movie times for the latest releases at the caller’s favorite theater are easily conveyed without the caller saying a word or pressing a key.

The module leverages best-practice Voice User Interface design while applying configurable business rules that help callers perform tasks faster and more efficiently.  With the TuVox Personalization Module, businesses gain higher automation rates and faster agent assistance, while callers receive a unique, compelling experience that provides effective customer service in the shortest time possible.

In a recent deployment, one of the world's largest and most innovative theatre companies leveraged the TuVox Personalization Module to recognize and “remember” the caller's preferred cinema location and other caller-specific variables to provide a truly unique movie-going experience.

As part of the TuVox Call Enhancement Suite, the TuVox Personalization Module sits alongside modules like the TuVox Perfect Connect agent assistance module to bring additional pre-packaged functionality to the full range of TuVox applications including TuVox Perfect Router, TuVox Knowledge Voice, and TuVox Outbound Notification.

“We’ve reached the point where caller personalization can be a standard capability that companies can offer to their callers,” said Daniel Hong, Lead Analyst of Customer Interaction Technology at Datamonitor. “TuVox's definition and packaging of personalization into a speech application module means that innovative solutions can be easily replicated which shortens implementation cycles and reduces risk to buyers."

The TuVox Personalization Module delivers various degrees of personalization ranging from a basic personalization setting to a highly proactive and personalized experience, exceeding the caller’s expectations by retrieving as much of the customer data as possible, leveraging the full range of business rules, and utilizing the full power of predictive modeling.

"With this capability, virtually any company can offer a high quality, personalized experience that can be deployed rapidly and maintained easily," said Steve Pollock, executive vice president and co-founder of TuVox. "The notion of personalized customer service has finally taken shape in the newest generation of self-service applications".

TuVox continues to expand the Call Enhancement Suite with newer modules. In addition to the Perfect Connect and the Personalization modules available today, additional modules for security, repeat call handling and others are slated for future release.