SUNNYVALE, Calif.--(BUSINESS WIRE)--June 25, 2002--
J2EE and VoiceXML 2.0 Compliant Platform Includes Advanced CTI
and Telephony Functions Critical to Delivering the Next
Generation of Partner, Customer and Employee Care
General Magic, Inc. (Nasdaq:GMGC), a pioneer in enterprise voice
infrastructure software, today announced a series of important enhancements to
its magicTalk(R) Enterprise Platform suite of software that significantly
increases the ability of enterprises to rapidly develop and deploy self-service
voice applications accessible by telephone. Available now, the magicTalk
Enterprise Platform 1.5 integrates key technologies from General Magic's
recently signed OEM partner InterVoice-Brite, Inc., for the delivery of a wide
range of computer-telephony integration (CTI) and other advanced telephony
functions to the fast-growing market for next-generation interactive voice
response (IVR) solutions that leverage Internet/Web technologies.
"The new capabilities in the magicTalk Enterprise Platform extend it as the
enterprise voice platform of choice for companies seeking to provide voice
access to their e-business applications and expand call center automation," said
Paula Skokowski, VP Marketing, General Magic. "With the magicTalk Enterprise
Platform as their voice infrastructure, companies can quickly deploy
voice-enabled enterprise applications that enable customers, employees, partners
and suppliers to access content and execute transactions in the most
cost-effective manner, leveraging the same business logic and enterprise
software across Web, wireless and voice services."
By combining the advanced technologies of General Magic and InterVoice-Brite,
the magicTalk Enterprise Platform provides a Web-based IVR solution
incorporating voice user interfaces that humanize the caller's experience of
self-service phone applications. Important new features in the magicTalk
Enterprise Platform for making Web-based IVR a key channel for use by companies
in extending voice self-service to customers and other constituents include:
-- Voice alerts and notifications. Using the magicTalk
Enterprise Platform companies can now "push" targeted
information over the voice channel to any device to gain
recipient's attention and/or spur action. Expanded
outbound call support within the magicTalk Enterprise
Platform, including live call detection and live agent
transfer, enables enterprises to not only broadcast alerts
and "push" notifications across the voice channel but also
provide the recipient with a voice user interface to take
action based on the alert. For example, outbound voice
notifications can be used to notify customers of account
status and activity, product shipments or product
promotions and the voice user interface can offer
customers the opportunity to take action on the spot, such
as request increase in credit limit, schedule a delivery
time, or purchase a product over the phone.
-- VoiceXML 2.0 compliant browser. The magicTalk Enterprise
Platform supports voice applications written to the latest
version of the VoiceXML specification - VoiceXML 2.0.
Bundled with the magicTalk Enterprise Platform is a
front-end component called the magicTalk VoiceXML Gateway
that manages the VoiceXML-based voice user interface for
voice self-service transactions and inquiries over any
wireless/wireline phone. The magicTalk VoiceXML gateway
recognizes caller's input and requests and presents
information to the caller either in the form of
pre-recorded prompts or personalized voice responses
dynamically generated from up-to-date enterprise data.
-- Out-of-the-box telephony functions. The telephony
functions in the magicTalk VoiceXML Gateway provide the
ability to answer, screen and transfer large volumes of
calls simultaneously. Inbound calls can be screened using
Automatic Number Identification (ANI) and Dialed Number
Identification (DNIS) recognition. Options for
transferring calls include Blind Transfer, Music-on-Hold,
Digital Answer Detect and Smart Transfer. Outbound call
support allows push notifications. User data input and
menu selection can be done either through spoken input or
through the touchtone keypad (DTMF).
-- Extensive CTI support. The magicTalk Enterprise Platform
supports the most widely used computer-telephony
interfaces, allowing seamless integration of voice-enabled
applications with contact center solutions. Available CTI
interfaces include Aspect Contact Server; Aspect
Application Bridge CTI v5, v7; TSAPI Passageway
(Avaya/Lucent G3); Cisco Intelligent Contact Manager with
Service Control, Dialogic CT-Connect CTI v3; Genesys 6.1
IVR and T-server; TAPI 2.0 CTI Interface; OAI Intecom; HP
CCM v5.8; Quintus VOX Server v5.0; Nortel Meridian
Link/Interlink; CT-Connect 5.0; 3G Support; Analog to
Digital T1 or E1 connectivity; ISDN, CAS, SS7 protocol
support for both AT&T and Nortel, including NFAS;
Port-to-Port switching, bridging, conferencing and full
application level call control.
About General Magic
General Magic is a leading voice infrastructure software company that provides
enterprise-grade software and supporting voice dialog design and hosting
services that enable companies to quickly and efficiently provide anytime,
anywhere access to information and services over the telephone. General Magic's
VoiceXML & J2EE(TM)-based solutions enable enterprises to easily integrate voice
access into enterprise applications using a broad selection of speech
recognition technologies and telephony interfaces. These solutions make voice a
strategic tool in helping businesses improve the customer experience, reduce
transaction costs, and provide high quality, voice branded access to content and
services. General Magic is headquartered in Sunnyvale, Calif. For additional
information, visit www.generalmagic.com. |
