SpeechTEK: Voxeo continues its cloud commitment with VoiceObjects On-Demand


Dan York has an interesting title at Voxeo. He’s the Director of Conversations, and possibly the only person with that job title in the industry. If you’re a social media addict like me who follows telecom and contact center tech, then you probably know about Dan, his blogs, and his tweets.

The Orlando-based company has appeared on insideCTI.com’s radar since the blog’s inception. In January the company acquired ClackPoint — its eighth acquisition in the last two years. Notice biometrics as a topic of interest in this year’s SpeechTEK? Voxeo was ready since February when it announced major partnerships with leading biometrics providers. Famous hacker Kevin Mitnick was the keynote speaker at its Customer Summit. And more recently, the company threw its support behind Adhearsion, a framework in Ruby to write voice apps for Asterisk.

We met on Tuesday and Dan shared the big news which was announced on the first day of SpeechTEK: VoiceObjects On-Demand. No longer will developers need a premise application server or IVR server in order to deploy VoiceObjects projects. Not only can he direct conversations, but I think he writes code just as well. During our meeting he felt completely as ease on his MacBook Pro with multiple VoiceObjects (in the Eclipse IDE) windows opened, as he explained and demoed the product. He also proudly walked me to the live demo system of a 10,000 port IVR on its Prophecy 10 platform chugging along with nearly 16,000 calls.

This was the piece of the puzzle still missing from Voxeo’s overall cloud strategy. And as a company known for Tropo and its commitment to simplify voice app development, Voxeo needed to take VoiceObjects to the cloud. Developers can develop for free and pay-per-minutes after live deployment. Developers can easily write apps with multichannel features like IVR, SMS, IM, etc. There’s built-in reports but the data can also be exported. There are seven data centers that keep humming to make it all happen.

So is Voxeo’s cloud puzzle now truly complete? I asked about possible M&A activity for the rest of 2010. I received no concrete answers, but that was expected. However, let’s just say that there were smiles all around during this part of the conversation with Dan and CEO Jonathan Taylor, who’d graciously joined us toward the end of the meeting. (This is a company not shy about M&A — its website lists a Senior VP of Mergers & Acquisitions on the “Management Team” page.)

answer();

say(“Hmmm, intriguing indeed.”);

hangup();

Official press release from Voxeo:

New York, NY – August 2, 2010 — Voxeo Corporation, the leader in Unlocked Communications™, today announced the release of VoiceObjects On-Demand, the new Software-as-a-service (SaaS) version of its popular VoiceObjects Application LifeCycle Suite.

VoiceObjects is used by enterprises and service providers including Adobe, IKEA, and T-Mobile to efficiently develop, deploy, and manage self-service solutions for their customers.  These solutions include Interactive Voice Response (IVR) services, mobile-web account management applications, automated text-chat agents, phone or web banking portals and more.  VoiceObjects On-Demand enables the rapid deployment and expansion of both new and existing VoiceObjects applications on Voxeo’s carrier-class SaaS hosting infrastructure.

VoiceObjects On-Demand eliminates the need for on-premise application servers, VoiceXML IVR platforms, phone lines, load balancers, and associated overhead.  Customers can significantly decrease costs and increase reliability by leveraging the new on-demand offering.

“For more than eight years VoiceObjects has delivered a greater than 2:1 improvement in self-service application development and maintenance costs,” said Jonathan Taylor, Voxeo’s CEO.  “Voxeo’s new VoiceObjects On-Demand service delivers an equivalent reduction in self-service application deployment and management costs.  With VoiceObjects On-Demand, Voxeo is giving its customers a significant reduction in deployment costs, unmatched solution reliability, and the ability to expand rapidly as requirements change.”

Voxeo VoiceObjects provides enterprises and carriers with an open, flexible infrastructure for developing, deploying, managing, and analyzing customer self-service solutions.  Self-service solutions powered by VoiceObjects intelligently use stored information about each customer including self-service interaction history, call center / CRM system history, and data from other back-end systems to provide high-quality customer experiences.  VoiceObjects enables businesses to “mutiply the ROI” of their self-service application investments by automatically and seamlessly supporting customer interactions via voice (IVR), SMS, IM, web-chat, Twitter, interactive video, and both mobile-web and mobile-native applications.

VoiceObjects On-Demand brings ten additional self-service platform advantages to any enterprise or service provider:

  1. Instant startup.
  2. Instant expansion.
  3. Zero hardware costs and affordable pay-as-you-go pricing.
  4. Full control over application integration and lifecycle management with no vendor lock-in.
  5. Mission-critical infrastructure including multi-site redundancy, business continuity, and proven scalability.
  6. Direct access to Voxeo’s world-wide hosted VoiceXML IVR platform, deployed in seven sites around the world.
  7. Direct access to Voxeo’s high-quality, inexpensive speech recognition capabilities in 40 languages.
  8. Direct access to other Voxeo features including encrypted call recording and SIP VoIP connectivity.
  9. Connectivity to existing on-premise VoiceXML IVR platforms from Avaya, Cisco, Genesys, Intervoice, and more.
  10. Voxeo’s unmatched 100% uptime SLA including 24×7 support and guaranteed 20 minute responses.

“Voxeo clearly understands the power of deploying multi-channel communications apps in the cloud,” said Dan Miller, Senior Analyst at Opus Research. “By making it simple to deploy VoiceObjects’ suite of applications, Voxeo is giving enterprises a powerful way to connect with their customers at relatively low cost, with little administrative overhead and demonstrably high availability.”

Along with the release of VoiceObjects On-Demand, Voxeo also announced the availability of its Analytics On-Demand service.  Voxeo Analytics On-Demand provides deep, real-time insight into what customers like and dislike about self-service applications.  This insight allows businesses to tune and optimize their self-service solutions to enhance the customer experience, increase customer loyalty, and improve automation rates.  Voxeo Analytics On-Demand includes detailed reports on average call duration, business task completion rates, speech recognition quality, most frequent users , input analysis, customer usage paths, and customer exit points. Reports can be viewed live in Voxeo’s web-based customer portal and can also be batch-exported into existing Business Intelligence platforms from IBM Cognos, MicroStrategy and SAP Business Objects.

To learn more about VoiceObjects On-Demand, get started with a free account today and download a free Early Access edition of the VoiceObjects 10 Desktop for Eclipse, please visit http://www.voxeo.com/vo-ondemand.

About Voxeo

Voxeo unlocks communications. We loathe the locks that make voice, SMS, instant messaging, Twitter, web chat, and mobile web unified communication and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving–fueled by a company-wide obsession with customer success. We do so for more than 100,000 developers, 45,000 companies and half of the Fortune 100 from our headquarters in Orlando, Beijing, Cologne, and London. Visit us or join our conversations on the web atwww.voxeo.comblogs.voxeo.com, or twitter.com/voxeo.

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