Press Release

TuVox Announces TuVox Release 3.0 CVR

Next generation Speech Application Software redefines speech automation, enables new applications and reduces deployment time by a factor of ten.

LOS ALTOS, Calif. — September 30, 2003 — TuVox, the pioneer in Conversational Voice Response (CVR™) applications for call centers announced today a major new product release: TuVox CVR 3.0. With Release 3.0, TuVox continues to redefine how speech applications are developed, deployed and supported. TuVox CVR 3.0:

• enables rapid deployment of highly scalable applications that contain thousands of speech dialogs,
• automates application development and testing,
• seamlessly integrates speech applications with contact center agents and
• adds support for multiple automated speech recognition (ASR) engines and IVR/VXML platforms.

TuVox CVR 3.0 conversational speech applications achieve higher rates of automation than existing ASR and IVR platforms, leverage enterprise investments in Web Self-service and provide a highly satisfying and compelling caller experience. TuVox CVR significantly increases the return on investment (ROI) from speech automation and open standards based, VXML platforms.

"Within TiVo's service organization, our major initiatives are customer satisfaction, cost reduction and support of the TiVo brand," according to Tori Mortensen, Director of Customer Support at TiVo. Our TuVox CVR applications play a key role in support of each of these initiatives. Within three months of implementing TuVox CVR we have automated approximately 25 percent of our incoming customer service calls and are currently planning to expand our TuVox applications."

NEW 3.0 PRODUCT FEATURES/BENEFITS

• SAAVI™ (Seamless Agent - Automated Voice Interaction) integrates contact center agents and CVR applications to lower costs, increase agent efficiency and improve the caller experience.
• CVR Deployment Manager provides application deployment and system management for highly scalable applications that comprise thousands of dialogs across multiple open standards-based IVR platforms.
• Advanced Analytics and Reporting provides:
  • Understanding and insight into caller trends
  • Application Optimizer tunes thousands of dialogs quickly
  • Near-real time analysis of system events and calls
• Enhanced Machine Assisted Dialog Generation (MADGen™)
  • Automatically converts Web site content, CSR documentation and other forms of electronic knowledge base content into speech dialogs
  • Provides built in automated routing dialogs including touch tone (DTMF) fallback menus with menu generation
  • Grammar Assistant allows creation of grammar by example
• New VXML Platform and ASR support includes
  • Speechworks ASR
  • Speechworks OSB (for Speechworks ASR)
  • Genesys Voice Portal (for Nuance and Speechworks ASR)

TuVox CVR Release 3.0 is independent of IVR platforms and ASR engines. By taking advantage of open standards such as VXML and XML/SOAP, CVR applications work with leading VXML gateways, VXML enabled IVR and ASR engine platforms. As a result CVR applications are highly portable and leverage existing customer investments.

About TuVoxTuVox's mission is to dramatically improve customer service through natural, conversational automation that streamlines calls and blends with live agents. TuVox has pioneered a new category of speech application software that can scale to thousands of dialogs called Conversational Voice Response (CVR). TuVox conversational Application Agents can perform a wide range of tasks including natural language call routing, data collection, problem diagnosis, step-by-step training, and transaction completion. TuVox customers include Activision, Handspring, TiVo and Definity Health.

For a demonstration or more information, visit: /

TuVox, CVR, SAAVI and MADGen are trademarks of TuVox Incorporated. All other company or product names mentioned may be trademarks or registered trademarks of the respective companies with which they are associated.