GTECH to Voice Enable Web Infrastructure With Selection of Intervoice Omvia(R) Voice Framework Utilizing Microsoft Speech Server
October 04 2004 - 10:31AM
PR Newswire (US)
GTECH to Voice Enable Web Infrastructure With Selection of
Intervoice Omvia(R) Voice Framework Utilizing Microsoft Speech
Server Billion Dollar Lottery Industry Leader to Further Automate
Its Contact Center Operation With Speech-Enabled Service and
Support Applications From Intervoice DALLAS, Oct. 4
/PRNewswire-FirstCall/ -- Through its strategic alliance with
Microsoft, Intervoice, Inc. (NASDAQ:INTV), the world leader in
converged voice and data solutions, today announced that GTECH
Holdings Corporation (NYSE:GTK), a billion dollar lottery industry
leader, selected Intervoice to deliver several speech-enabled
applications within its customer service offering. With a 70% share
of the world's online lottery business, GTECH is a full service
technology partner catering to all of the systems and support needs
of online lottery operators worldwide. GTECH designs, assembles,
installs, operates and maintains online lottery systems for
governments and licensed operators all over the world. One
speech-enabled application from Intervoice will assist both retail
store associates with technical support of the GTECH lottery ticket
terminals as well as serving as a field operations assistance
application for GTECH technicians. The other major application
selected by GTECH is to assist with its Electronic Benefits
Transfer (EBT) offering. Much like a debit card, welfare recipients
in 28 states are given cards to serve as food stamps. GTECH
provides customer service to several of these states, fielding over
5 million calls per month. The speech-enabled application will help
streamline the existing DTMF application for cardholders to
validate current balances and other services. Fielding millions of
calls per month, GTECH's distributed contact center configuration
has two major sites, one in Boca Raton, Florida, and the other in
Austin, Texas. As organizations such as GTECH move to offer
customer communications, services and transactions across multiple
access channels -- including telephony and web based media -- the
industry is now evolving towards a more unified approach to
service. Intervoice, a leader in IP-driven voice and web
convergence, offers advanced solutions that improve productivity
and customer satisfaction while lowering the total cost of IT
ownership. The Speech Application Language Tags (SALT) speech
applications, based on the Microsoft Speech Server(R) (MSS)
platform, will integrate seamlessly into GTECH's existing
Microsoft.NET framework, making it possible to extend new self-
service Web capabilities and maintain consistency in communication
across customer contact channels. While tapping the voice
automation expertise of Intervoice and its Telephony Interface
Manager (TIM), a core component of MSS, GTECH expects customer
satisfaction levels to rise and live agent support to decrease
significantly. "Customer service is one significant hallmark of
GTECH's competencies," said Michael Sax, Director of Global
Technology Services for GTECH. "We recently adopted the
Microsoft.NET framework, and choosing a standards-based voice
solution such as the Omvia Voice Framework from Intervoice, was a
logical fit and a strategic move for GTECH's technology roadmap. We
had significant faith in Intervoice whose experienced support team
understands speech recognition technology, the precise applications
needed for our business environment and has the development
expertise to design custom solutions for our business challenges."
"Voice automation solutions from Intervoice allow enterprises such
as GTECH to improve customer service and satisfaction, while at the
same time controlling both capital and operational costs," said Bob
Ritchey, President of Intervoice. "The Microsoft Speech
Server-based solutions from Intervoice will allow GTECH to better
leverage people, resources and their infrastructure. We are excited
to demonstrate momentum with our strategic relationship with
Microsoft to provide solutions that offer flexibility, easy
integration with Microsoft platforms and lower deployment costs."
It is not unusual for Intervoice to receive a commitment of this
size, and the announcement of this commitment, or any commitment,
is not indicative of Intervoice revenues for any fiscal reporting
period. About GTECH GTECH, a leading global information technology
company with over $1 billion in revenues and more than 5,500 people
in 45 countries, provides software, networks, and professional
services that power high-performance, transaction processing
solutions. The Company's core market is the lottery industry, with
a growing presence in commercial gaming technology and financial
services transaction processing. For more information about the
Company, please visit GTECH's website at http://www.gtech.com/ .
About Intervoice Intervoice, Inc. provides leading enterprises,
network operators and developers with the platform, software,
applications and services necessary to optimize the customer
experience through voice automation solutions. Omvia(R), the open,
standards-based Intervoice product suite, offers unparalleled
flexibility for advanced multi-media messaging, portal, IVR and
payment applications. The Company's two business units focus on
enterprise and network markets, providing solutions that improve
operational efficiencies, drive revenue and increase customer
satisfaction and loyalty. Building on more than 20 years of systems
integration and service delivery experience, the Professional
Services Agility Suite from Intervoice is designed to provide
proven best practices toward design, implementation, and
optimization of voice applications. Intervoice systems are proven
in more than 23,000 implementations worldwide across all industries
including: Ameritrade, Amtrak, Atmos Energy, Citibank, CSX
Transportation, MasterCard, O2, Rogers Wireless, SBC, Travelocity,
Verizon and Vodafone. A Microsoft Certified Partner and Certified
Partner for Learning Solutions, Intervoice is headquartered in
Dallas with offices in Europe, the Middle East, South America,
Africa and Asia-Pacific. For more information, visit
http://www.intervoice.com/ . DATASOURCE: Intervoice, Inc. CONTACT:
Stephanie Leonard of Intervoice, Inc., +1-972-454-8231, or Web
site: http://www.intervoice.com/ http://www.gtech.com/
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