NextiraOne, Genesys Telecommunications Laboratories, and Acapela Group Partner

NextiraOne, Genesys Telecommunications Laboratories, and Acapela Group are teaming up to speech-enable their clients and have just deployed their first joint projects. Through this partnership, NextiraOne, Genesys, and Acapela are aiming to optimize the management of their clients' contact centers.

NextiraOne's offer uses the Genesys Voice Platform (GVP) solution based on open standards and VoiceXML language offering voice applications and multimodal compatibility. The GVP platform uses Acapela text-to-speech which allows vocalization of written information.

Two customers who have already deployed the combined solution are Assistance Publique - Hôpitaux de Marseille and Coface Services.

Assistance Publique - Hôpitaux de Marseille (AP-HM), a hospital group in France, decided to re-think its network structure, improve customer information and add new functions to its call center.

The first phase of the project for NextiraOne was to move the 13,000 phones onto a new network of servers and introduce a single call-in number. The next phase, which is spread out over four years, will see the deployment of services which are focused on managing personnel mobility and the addition of new phone-based services which are adapted to the requirements of the AP-HM. Hosted on the Genesys GVP voice platform, internal information services will use Acapela's speech synthesis to provide hospital personnel with information about technical issues.

Coface Services, a branch of Coface and a company information and debt-collecting service in France, added multimedia functions and managed remote sites via its contact center. NextiraOne, already a partner of Coface, suggested the Genesys GVP solution. Speech-enabled by Acapela, this solution informs callers of outstanding amounts and provides information from the database. The Genesys VoiceXML platform creates a link with existing Web products.