Press Room
Intervoice Secures New Contracts with End-to-End Contact Center Suite
SIP-based Solution Provides High Quality Customer Service at a Reduced Cost
DALLAS, February 5, 2008 – Intervoice, Inc. (Nasdaq: INTV) today announced that it booked sales for new deals with three customers during the current fiscal quarter ending February 29, 2008 which include its expanded multi-channel contact center suite. Even though these contracts do not involve particularly large financial commitments, attention is being given to these deals because they are a direct result of Intervoice’s ability to deliver an integrated self-service to live assistance contact center suite to new and existing customers. The combined orders announced today are valued at approximately $3 million, and the Company currently anticipates completing its delivery obligations under the orders over the next three quarters.
A common denominator for these customers is that they each credit Intervoice with having flexible solutions that address their specific needs. Each of these deals highlights different customer media channels, e-mail, Web chat and traditional voice. One of the clients, the Department of Human Services Office of Recovery Services for the State of Utah, will deploy Intervoice for a complete self-service to live assistance solution to be deployed over multiple locations with a single, central point of management.
“Being a State government agency, we have a very detailed process which we have to follow when selecting a new technology vendor. The purpose for that process is to ensure that the State selects the best product for the best price. Intervoice’s self-service-to-live assistance is a complete solution and was selected over the other products,” said Mark Brasher, Director, Utah State Office of Recovery Services. “When we looked at the quality of the product combined with the expertise of the Global Consulting Services team and the dollar value of the offering, Intervoice became the clear choice. We are excited to be working with such an outstanding organization.”
With two of the customers in today’s announcement, Intervoice is building on its success in the financial services industry. A North America-based company that processes more than 15 billion payment transactions annually will benefit from Intervoice’s multi-channel contact center capabilities, in particular the combination of email and web chat. And one of the United States’ largest financial services companies will benefit from Intervoice’s software-only, IP-based solution to launch a new Web chat capability for their customers.
“We are very excited to see such a positive response to our integrated self-service to live assistance story. Our customers are very pleased that we have expanded our portfolio to the broader contact center market. The extension of self-service with intelligent routing to live agent assistance creates a customer focused, cost effective contact center,” said Jim Milton, Chief Operating Officer, Intervoice. “Today’s announcement is further evidence that enterprises are recognizing the value of our vendor agnostic self-service to live assistance solutions without having to replace their existing phone systems.”
Intervoice customers benefit from operational cost reductions by combining best-of-breed self-service with a seamless experience when communicating with a live agent. With Intervoice’s integrated self-service to live agent solution enterprises can be confident data gathered during a self-service session will easily transfer to the Intervoice unified agent desktop, ensuring a successful transfer and a painless resolution for the end user. Intervoice’s self-service to live assistance solution is made possible by the integration of IP Contact Center (IPCC) with Intervoice Voice Portal (IVP).
About Intervoice
Intervoice is a world leader in delivering natural, intuitive ways for people to interact, transact and communicate. Intervoice software and professional services enable innovative voice portal, IP contact center, hosted and mobile messaging and self-service applications. More than 5,000 customers in 80 countries have relied on Intervoice, including many of the world’s leading financial and healthcare institutions, telecommunications companies, utilities, and governments. For more information, visit www.intervoice.com.