Unveil Technologies and Genesys Form Strategic Relationship to Deliver Conversational Speech Self-Service Systems

Unveil Technologies and Genesys Form Strategic Relationship to Deliver Conversational Speech Self-Service Systems

Alliance Provides a Single Point of Contact for Voice Self-Service Applications That Bridge the Gap Between Live Agents and Automated Speech Systems

WALTHAM, Mass. and SAN FRANCISCO, Dec. 7 /PRNewswire-FirstCall/ -- Unveil Technologies, Inc., a provider of conversational voice self-service applications for call centers, and Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA; Paris: CGEP), announced today that Unveil has joined the Genesys InterActs Partner Program as a Strategic Member. As part of the agreement, Unveil can resell both the Genesys 7 contact center software and the Genesys Voice Platform in conjunction with its Conversation Manager(TM) solution.

Unveil's award-winning Conversation Manager speech self-service applications run on the Genesys Voice Platform, an industry-leading, open standards-based IVR solution that allows customers to leverage existing Web applications and infrastructure for voice self-service via any phone. When combined with the Genesys 7 suite, the solutions enable companies to seamlessly transition customers between self-service and live agent assistance, resulting in reduced costs as well as improved customer satisfaction.

Unveil Conversation Manager(TM) is voice application software that enables enterprise call centers to rapidly build, deploy and maintain high performance speech applications, or "virtual agents," that increase automation rates, improve customer service and reduce the total cost of ownership. Unlike traditional speech self-service applications, Unveil virtual agents:

-- Engage customers in unscripted, open conversations that enrich the
customer experience and automate complex transactions;
-- Integrate with live agents to extend self-service transactions and
improve caller satisfaction (Conversation Assist(TM)); and
-- Utilize real customer interactions to dynamically improve over time,
reducing the total cost of ownership for speech (Adaptive
Learning(TM)).



At the Genesys Annual G-Force Conference in April 2004, Unveil participated in an application developer contest to showcase a Conversation Manager application built upon the Genesys Voice Platform. Genesys customers and industry analysts chose Unveil from a large group of voice solution providers as the 2004 Genesys Voice Idol based on the quality of innovation, robust nature and benefits of its application.

"For Unveil, the partnership with Genesys enables us to deliver innovative solutions that deliver functionality far beyond traditional IVR and speech self-service applications," said Peter Durlach, president of Unveil Technologies. "An integrated solution from Unveil and Genesys empowers call centers to rapidly develop, manage and deploy robust speech applications that leverage investments in CTI, routing and analytics to optimize the customer care process. In turn, this enables enterprise organizations to dramatically improve both the customer experience and cost-effectiveness of their call center."

"Unveil Technologies has developed unique solutions that drive both customer satisfaction and cost reduction while challenging traditional thinking about speech automation," said Karl Holzthum, senior vice president, worldwide channels and alliances at Genesys. "We are delighted to have the company join the Genesys Interacts program as a strategic member and believe they will be instrumental in helping companies to successfully bridge self and assisted service channels in the call center."

The Genesys InterActs Program is designed to provide business development, technical, educational, and marketing tools and resources to participating system integrator, value-added reseller and managed service provider partners worldwide. Working together, Genesys and its partners deliver the most comprehensive, integrated contact center and customer interaction solutions in the market.

About Unveil Technologies

Unveil Technologies is rethinking voice self service(TM). The company provides enterprise voice application software that enables call centers to rapidly build, deploy and maintain high performance speech applications that reduce costs and improve customer satisfaction. Unveil's Conversation Manager has been recognized by both Call Center Magazine and Customer Interaction Solutions Magazine as 2003 Product of the Year, in addition to numerous other awards. For more information on Unveil and its products, please visit www.unveil.com.

About Genesys Telecommunications Laboratories, Inc.

Genesys Telecommunications Laboratories, Inc., an Alcatel company, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource -- the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.


Source: Genesys Telecommunications Laboratories, Inc.

CONTACT: Jim Williams, Director of Marketing of Unveil Technologies,
jwilliams@unveil.com, or +1-781-250-1105, or +1-781-250-1106; or Dana Dye of
Genesys Telecommunications Laboratories, Inc., +1-650-466-1078, or
danadye@genesyslab.com

Web site: http://www.unveil.com/

Web site: http://www.genesyslab.com/


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