TuVox Completes Implementation of Customer Service Application for TiVo

LOS ALTOS, CA - TuVox announced it has completed implementation of the TuVox Customer Support Application for TiVo Inc. (NASDAQ: TIVO), a developer of television services for digital video recorders. TiVo recently selected TuVox CVR to provide advanced speech recognition in an effort to accelerate query responses. "The investments we have made in our knowledge base and web self-service initiatives underscore our commitment to providing the best customer service available," said Tori Mortensen, director, customer service for TiVo. "With our new CVR-driven system we are now able to enhance our call center services." The TuVox CVR Technical Support Application will provide voice access to the TiVo voice knowledge base. Using a dialogue interface, TuVox will serve as a conversational, virtual agent, offering a library of answers for customers' spoken inquiries on hundreds of frequently asked questions, and providing step-by-step procedures for many common tasks. The TuVox solution also includes its CVR Advanced Call Routing module which will allow callers to state why they are calling, engage them in dialogue to clarify choices, and direct them to the appropriate resource: either a TiVo voice knowledge base solution, or a live agent. "TiVo has set the standard for developing a compelling user experience, from the TiVo Web site straight on down to its DVR," said Steven S. Pollock, TuVox Executive vice president and co-founder. "Working with the TuVox CVR assures TiVo that it will be able to provide a compelling, branded caller experience that will fully integrate with its other keybrand elements."