VoicePort Solution to be Implemented at the Milwaukee Journal Sentinel
The Milwaukee Journal Sentinel
will be replacing their previous touch-tone system with CircPort, the industry leading speech application. The solution has increased functionality, giving callers the ability to report a delivery problem, check their account status, make a payment, place a vacation hold, change their address and much more. Many of these tasks are simply infeasible with a touch-tone IVR. By implementing the CircPort solution, Milwaukee Journal Sentinel
will significantly reduce hold times, increase productivity and enhance their caller experience.
VoicePort has partnered with San Francisco-based Genesys, an Alcatel company, for this implementation, and will employ their Genesys Voice Platform (GVP) for the Milwaukee Journal Sentinel. GVP uses the industry standard VoiceXML to support the CircPort speech recognition application. The solution will be completely integrated to Milwaukee Sentinel Journals Discus circulation database.
"Speech recognition has become the preferred method for self-service IVRs" said Jim Herzfeld, Vice President of Information Technology at the Milwaukee Journal Sentinel. " The CircPort solution was selected after rigorous evaluation of vendors and IVR application providers"
"Milwaukee Journal Sentinel joins over fifty other newspapers in their decision to implement speech with a VoicePort solution" said Tom Dunne, Vice President of Sales at VoicePort. "We are thrilled with the opportunity to work with them."
About VoicePort
Located in
About
Journal Sentinel, a subsidiary of Journal Communications, publishes the Milwaukee Journal Sentinel
daily and Sunday newspapers and produces one of the most popular destinations for Milwaukee Internet users JSonline.com. The Milwaukee Journal Sentinel was founded in 1995, partnering the Milwaukee Journal and the Milwaukee Sentinel to form the largest newspaper in the state of
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3300 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
Media Contact:
Elizabeth Witkowski
Marketing Manager
585.248.9289
