VoiceGenie and Nuasis Combine VoIP and VXML to Improve the Contact Center at Tuition Management Systems27 September 2005
VoiceGenie Technologies Inc., the proven performance leader in standards-based software platforms powering next generation customer contact solutions and Nuasis Corporation, the IP contact center company, today announced that Tuition Management Systems (TMS) is reporting dramatic contact center improvements with the combined Voice Genie IVR and Nuasis IP contact center application.
"The combined VoiceGenie and Nuasis solution resulted in tremendous improvements in our CRM strategy," said Keith Roberts, Director of IT, Tuition Management Systems. "Today, approximately 25 percent of all TMS callers are successfully using the integrated self-service for routine inquiries and payment processing."
TMS is a leading provider of tuition payment solutions, covering more than 250,000 clients and 700 colleges, universities and private school partners throughout the United States.
Roberts went on to explain that, "Recent results show that 65 percent of all TMS callers taking advantage of the automated system are actually remaining within the application until the transaction is completed. Furthermore, the number of customers who zero out to talk to a live agent has been reduced by 50 percent. Transfers to live agents today are prompted by specific, more complicated requests only, allowing TMS to provide more targeted customer service."
TMS selected the Nuasis NuContact Center(TM) as its IP contact center solution to improve customer service and ensure that all methods of customer communication are handled efficiently and effectively regardless of how the customer chooses to contact the company - voice, email, or web. By integrating VoiceGenie's VoiceXML-based IVR platform with their VoIP-based infrastructure, TMS not only included voice access to their previously outsourced IVR account information application, but also added a reliable, high-performance platform that allowed them to easily and quickly develop, implement and manage the extended speech application in-house, eliminating expensive hosting costs.
"VoiceGenie and Nuasis have partnered to deliver solutions that provide a high-quality, powerful and scalable contact center," said Frank Tersigni, VP of Marketing and Business Development at VoiceGenie Technologies. "This combined solution allows customers, like Tuition Management Systems, to realize the benefits of open standards-based voice recognition and VoIP to deliver a better level of service to their customers."
About Tuition Management Systems
For nearly 20 years, Tuition Management Systems has partnered with colleges, universities and private schools to help make education more affordable for their students and families. Founded in 1985 by Steven and Jon Dodd, TMS has provided over one million students at over 700 schools with innovative tuition payment solutions. But the innovation doesn't stop there. TMS offers a suite of products and services to our member school partners that include billing, payments processing and Education Payment Counseling. By outsourcing these services with us, these educational institutions are able to cut costs, improve service, increase cash flow and reduce delinquency. Our unique position enables us to assist in not only making education affordable today, but in keeping it affordable now and into the future.
About Nuasis Corporation
Nuasis Corporation, the IP contact center company, provides companies with enterprise software that improves customer service and reduces call center operating costs. The company's product, the NuContact Center, is leading the transformation of the customer contact center from proprietary circuit-based ACD switches to IP-based enterprise software applications for intelligently routing customer inquiries via the phone, e-mail, and Web. It competes against call center products offered by companies like Aspect Communications (Nasdaq: ASPT), Avaya (NYSE: AV) and Cisco Systems, Inc. (Nasdaq: CSCO). Headquartered in Mountain View, California, Nuasis has offices in major metropolitan areas across the United States. For more information, contact Nuasis (650) 318-2200 or visit www.nuasis.com
About VoiceGenie Technologies Inc.
VoiceGenie offers high-performance, scalable software platforms that provide enterprises and service providers with a flexible, open standards infrastructure for supporting next-generation networks and speech-enabled contact centers. VoiceGenie's platform, available in multiple configurations, has been certified as VoiceXML 2.0 conformant by the VoiceXML Forum and also supports other emerging standards such as VoiceXML 2.1, CCXML, X+V, SIP and MRCP.
VoiceGenie powers some of the largest VoiceXML and VoIP deployments in the world and successfully manages millions of customer calls daily. Our customers include leading organizations such as AIG, AT&T, Air Canada, Bank of New York, Bell Canada, BellSouth, Citigroup, Eastman Chemical, France Telecom, mobilkom austria, Merck, Orange, SBC Technology, SCANA, Scotiabank, Telkom South Africa, Verizon, Vesta, Vodafone, and others.
More information can be found on the company's web site at www.voicegenie.com
VoiceGenie is a trademark of VoiceGenie Technologies Inc. Other brands and products referenced herein are the trademarks or registered trademarks of their respective holders.
Source: Business Wire
All trademarks and copyrighted information contained herein are the property of their respective owners.
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