• E-mail
• Print
• Comment
• Font Size
• Digg
• del.icio.us
• Discuss article

VoiceGenie Platform Powers Interactive VoiceXML-Based Voice Response Systems in the Transit Industry

Posted on: Monday, 26 September 2005, 12:00 CDT

Ontira Communications Selects VoiceGenie's High-Performance Platform to Speech-Enable Complex, VoiceXML-Based Voice Response Solution at Austin Texas Transit Authority

VoiceGenie Technologies Inc., the proven performance leader in standards-based software platforms powering next generation customer contact solutions and Ontira Communications, a leading provider of Automated Traveler Information Systems (ATIS) for the public transit industry, today announced the successful launch of Ontira's latest speech-enabled Transit Response Systems powered by VoiceGenie at Austin's Capital Region Transit Authority.

With the penetration of telephones and cell phones, the merging of cell and data-centric handhelds and the ability of transit riders to access information "along the way", Interactive Voice Response (IVR) systems have become an essential medium for public transit information and communications management. Ontira Communications, market leader in the industry, has been providing automated information systems, such as IVR, to the transit industry since 1984. Deployed on the VoiceGenie VoiceXML-based platform, Ontira's latest generation of products provides end users today with a speech-enabled, more customer-centric and consumer-friendly line of solutions.

Inherently complex, Transit IVR projects entail lengthy and regulation-bound implementation processes, frequently involving multiple call centers and transit service providers, the coordination and management of several user groups, intensive real-time transactions between a variety of scheduling and operations software, complex telephony environments as well as challenging applications based on extremely large and dynamic grammars. High-performance, reliability and flexibility of the specific solution components, particularly the platform driving the application, are of tremendous importance to ensure the overall efficient and dependable management of progressive customer communications programs and activities.

After a comprehensive evaluation process, VoiceGenie's VoiceXML based IVR platform was selected over competitive offerings for reliably complying with the stringent performance and functionality requirements under real-time testing conditions. VoiceGenie's communications software solutions also allow for seamless integration with existing web-based infrastructures and eliminate complicated implementation procedures based on various telephony environments. While proprietary voice solutions such as traditional IVR are limited and often result in frustrated callers "zeroing out" to expensive live agents, VoiceGenie's open standards-based platforms provide a simpler, natural interface, allowing real-time access to information, reducing call on-hold times, and resulting in significant operational cost savings.

According to recent studies in the transit industry, approx. 2 call center agents serve a 100,000 population in the public transportation industry. Fixed route information costs range from US$ 1.25 to 2.50 per call, Paratransit (wheelchair van) information calls can cost up to US$ 5.00 per call. It is estimated that more than 85% of all calls represent routine calls that potentially could be automated by using speech-enabling technology, reducing the call volume stress on live agents while optimizing customer service levels.

"Our goal at Ontira is to keep transportation providers on the forefront of delivering superior customer service," said Gerald Bachmayer, Director at Ontira Communications. "The Austin speech-enabled customer contact system we deployed on the VoiceGenie platform will provide automated schedules, trips and other information and allow customers to schedule their own trips in either English or Spanish. In addition, the system will permit callers to use speech to interact with trip planning software that in turn allows them to identify the best way to get anywhere in the region by transit. To ensure proper management of these applications, we reviewed and compared a lot of VoiceXML solutions before selecting the VoiceGenie platform for our information systems. We found VoiceGenie to be an excellent business partner who has provided us with not only with superior technology but also with great support and helped us to establish our solutions among the very best in this competitive market."

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

About Ontira Communications

Ontira Communications is a leading provider of Automated Traveler Information Systems (ATIS) for the people transportation industry. The company offers Public Transit and Demand Response providers complete and single solutions that allow them to communicate with their customers through any medium they choose -- telephone (IVR), Internet, digital signage, kiosk, wireless technologies & broadcast. For more information, please visit www.ontira.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

More News in this Category