Press Release

TuVox Announces TuVox Perfect Router™ Speech-Enabled Call Routing Application

New Call Routing Application Continues TuVox's Aggressive Expansion into Enterprise Speech Applications

LOS ALTOS, Calif. — September 27th, 2004 — TuVox, the pioneer in enterprise software for speech applications, today announced the availability of TuVox Perfect Router.

TuVox Perfect Router, the latest enterprise speech application from TuVox, uses an open-ended conversational approach to identify what callers want and then route them to the appropriate destination, which may be to an agent with skills appropriate to answer the caller's question or to another automated speech application.

Unlike other call routing solutions available in the market, TuVox Perfect Router can be deployed in weeks rather than months and is platform independent, enabling deployment on any VXML or SALT platform and with any speech recognition engine. TuVox Perfect Router leverages TuVox's patent-pending SmartGenÿ approach that enables existing enterprise content, such as Web self-service or knowledge base content, to be rapidly converted into a speech application.

In today's dynamic enterprise environment, the entire life-cycle management of speech applications is critical. With this in mind, TuVox Perfect Router incorporates database-driven routing, making it possible for companies to easily update routing destinations without re-building the application, thereby maximizing up-time and reducing total cost of ownership. Furthermore, TuVox Perfect Router is built and ships with TuVox CVR 4.0 application lifecycle management tools and components, which enable enterprises to keep pace with their changing business by cost-effectively maintaining and extending the application using internal resources.

From the caller's perspective, TuVox Perfect Router delivers high accuracy in routing while providing a compelling and conversational user experience. Where needed, TuVox Perfect Router uses Predictive Recognition™ technology to identify potentially confusable options prior to deployment and generate dialogs that will clarify the caller's intent and direct the caller to the most appropriate destination. In the event that a call is directed to an agent, TuVox Perfect Router can leverage the TuVox Perfect Connectÿ agent transfer application to pass information about the caller to the agent desktop, eliminating the need for callers to repeat information already captured by the speech application.

"With TuVox's expansion into enterprise speech applications, corporations will get the best of both worlds-the ability to quickly deploy pre-built applications coupled with the flexibility to create sophisticated, speech solutions that fit enterprise business processes," said Daniel Hong, Voice Business Analyst at Datamonitor.

Enterprises that leverage TuVox Perfect Router will get faster value, realize greater ROI and have the flexibility to routinely maintain the application with maximum uptime. Furthermore, the superior caller experience provided by TuVox Perfect Router will improve customer satisfaction and maximize the number of routable calls.

"TuVox Perfect Router allows customers to get high quality, open-ended routing capabilities that can be deployed rapidly and maintained easily. It does this by encapsulating the required application structure and supporting lifecycle management features built-in to TuVox CVR 4.0," said Steve Pollock, executive vice president and co-founder of TuVox. "Customers using TuVox Perfect Router will benefit from speed of deployment, ease of maintenance and a much lower total cost of ownership".