Press Release

TuVox Launches Voice-Enabled Knowledge Base Speech Applications

Enterprises can now automate complex customer service calls with speech

CUPERTINO 2005, Calif. — August 15th, 2005 — TuVox, the leader in enterprise speech applications, announced today the release of its Voice-Enabled Knowledge Base speech applications, which allow callers to use the convenience of voice self-service to resolve a wider range of complex customer service calls that historically could only be handled through Web self-service or live agents. TuVox Voice-Enabled Knowledge Base applications allow enterprises to leverage existing investment in knowledge bases and Web self-service to deliver robust speech applications that successfully diagnose and provide step-by-step resolution of a wide variety of customer services issues. TuVox customers who have deployed these applications have realized up to 63% automation of complex customer support calls.

"With TuVox Voice-Enabled Knowledge Base speech applications, customers are successfully automating a large percentage of their complex and expensive customer support calls such as technical trouble-shooting, game software support and password reset," said Larry Miller, president and CEO, TuVox. "By delivering robust speech applications that can easily be updated to synchronize with the latest content in enterprise knowledge bases and Web self-service sites, companies can now offer voice self-service as an integral part of their CRM channels."

With Voice-Enabled Knowledge Base speech applications, TuVox merges the customer's knowledge base with pre-built speech functionality and built-in VUI best practices using patent-pending TuVox SmartGen™ technology. This combination enables customers to address a wider range of applications than previously possible - from technical support through healthcare benefits inquiries and package shipment inquiries. TuVox has deployed these applications in as little as five weeks and is delivering successful automation rates of over 60 percent to its customers. TuVox Voice-Enabled Knowledge Base applications provide 15 built-in reports that document system performance to enable rapid tuning of the applications. In addition, these applications include a content survey capability allowing callers to rate content. TuVox Live Agent Time Savers are also included, reducing agent call handling time through CTI integration and delivery of complete call history to agents for partially automated calls.

TuVox also launches CVR 5.0 Lifecycle Management Suite
This new set of applications is built on TuVox CVR 5.0 (Conversational Voice Response) - TuVox's Lifecycle Management Suite. Launched today, TuVox CVR 5.0 enables rapid customization of TuVox speech applications to enterprise content and business processes. Key enhancements in CVR 5.0 include advanced capabilities for transactional and data intensive applications, as well as enhanced application reporting support and more standard reports to speed application tuning and measure overall performance.

"Businesses are investing in technologies that not only automate and improve customer service but also provide the greatest possible returns through cost reduction," said Daniel Hong, Voice Business Analyst at Datamonitor. "Widespread adoption of speech technology in the enterprise is drawing closer, resulting in the greater availability of more complex and effective speech solutions. Companies like TuVox are providing these solutions and helping enterprises leverage speech to automate more complex customer service calls."

About TuVox
TuVox is the leading provider of enterprise speech applications. TuVox speech applications achieve some of the industry's highest levels of caller adoption and call automation. Based on patented natural language technology, TuVox speech applications are highly conversational and provide a personalized and efficient caller experience. TuVox speech applications automate virtually any type of call, including natural language call routing, self-service transactions and product support. TuVox combines built-in speech application best practices with award winning lifecycle management software to make voice automation so cost-effective that any enterprise can deploy and maintain it. Compared with typical "custom applications," TuVox provides a superior ROI and ownership experience.

TuVox customers include companies such as Activision, AvMed, Columbia House, Netflix, Oriental Trading Company, Roxio, TiVo, TV Guide and the United States Postal Service.

TuVox and Smartgen 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.

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