4/19/99 10:03:24 AM
SAN FRANCISCO, DCI Customer Relationship Management Conference and Exposition, April 19 /PRNewswire/ -- Nuance
Communications, the leading provider of natural language speech recognition and speaker verification software for
V-Commerce(TM) and telecommunications transactions, announced today that is co-sponsoring a live demonstration of a
fully integrated interactive customer contact center with Siebel Systems (Nasdaq: SEBL), Edify Corporation (Nasdaq: EDFY),
Andersen Consulting and six other leading technology vendors. Known as the Siebel/Anderson Call Center Exhibit, the
complete enterprise relationship management (ERM) solution bridges the gap between Internet self-service and traditional
call center applications.
The first-of-its-kind, interactive customer contact center is based on Siebel Call Center 99, a comprehensive Web-based
ERM application. The system is integrated with Nuance 6, the industry's most accurate and scaleable natural language
speech recognition software. In addition to speech recognition, the Siebel/Anderson Call Center Exhibit also includes
contact center, computer telephony integration, automated e-mail response and Web/interactive voice response interaction
software, hardware and services from Aspect Telecommunications, Inc., Edify Corporation, Kana Communications,
PageNET, Panasonic, The CenterCore Group and Witness Systems, Inc. The full solution was integrated by Andersen
Consulting.
The Exhibit shows how a customer can interact with a company through multiple interfaces and channels. The scenarios
include voice sales and service calls with complete integrated CTI functionality and speech recognition; Web sales and
service activity, including voice over IP, web collaboration, and integrated web and phone "call me back" features; and
finally, email requests for sales and service, powered by an enterprise customer messaging application featuring AI auto
response and auto suggest capabilities. It also demonstrates the benefits of integrating an e-commerce system with a
V-Commerce, or voice-enabled e-commerce system as a means of improving customer service in a cost-effective manner.
"We are excited to be working with these leading technology companies as a part of The Siebel/Anderson Call Center
Exhibit," said Chuck Buffum, director of enterprise channels and partners for Nuance Communications. "The demonstration
validates the potential of V-Commerce by showing how it's possible to build a single solution that serves customers over their
choice of interfaces. We expect that a solutions such as these, based on Siebel and Nuance will become a popular choice
for customers in the near future." |
