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GTECH to Voice Enable Web Infrastructure With Selection of
Intervoice Omvia(R) Voice Framework Utilizing Microsoft Speech Server
Billion Dollar Lottery Industry Leader to Further Automate Its Contact Center
Operation With Speech-Enabled Service and Support Applications From Intervoice
DALLAS, Oct. 4 /PRNewswire-FirstCall/ -- Through its strategic alliance with
Microsoft, Intervoice, Inc. (NASDAQ:INTV), the world leader in converged voice
and data solutions, today announced that GTECH Holdings Corporation (NYSE:GTK),
a billion dollar lottery industry leader, selected Intervoice to deliver
several speech-enabled applications within its customer service offering. With
a 70% share of the world's online lottery business, GTECH is a full service
technology partner catering to all of the systems and support needs of online
lottery operators worldwide.
GTECH designs, assembles, installs, operates and maintains online lottery
systems for governments and licensed operators all over the world. One
speech-enabled application from Intervoice will assist both retail store
associates with technical support of the GTECH lottery ticket terminals as well
as serving as a field operations assistance application for GTECH technicians.
The other major application selected by GTECH is to assist with its Electronic
Benefits Transfer (EBT) offering. Much like a debit card, welfare recipients
in 28 states are given cards to serve as food stamps. GTECH provides customer
service to several of these states, fielding over 5 million calls per month.
The speech-enabled application will help streamline the existing DTMF
application for cardholders to validate current balances and other services.
Fielding millions of calls per month, GTECH's distributed contact center
configuration has two major sites, one in Boca Raton, Florida, and the other in
Austin, Texas.
As organizations such as GTECH move to offer customer communications, services
and transactions across multiple access channels -- including telephony and web
based media -- the industry is now evolving towards a more unified approach to
service. Intervoice, a leader in IP-driven voice and web convergence, offers
advanced solutions that improve productivity and customer satisfaction while
lowering the total cost of IT ownership. The Speech Application Language Tags
(SALT) speech applications, based on the Microsoft Speech Server(R) (MSS)
platform, will integrate seamlessly into GTECH's existing Microsoft.NET
framework, making it possible to extend new self- service Web capabilities and
maintain consistency in communication across customer contact channels. While
tapping the voice automation expertise of Intervoice and its Telephony
Interface Manager (TIM), a core component of MSS, GTECH expects customer
satisfaction levels to rise and live agent support to decrease significantly.
"Customer service is one significant hallmark of GTECH's competencies," said
Michael Sax, Director of Global Technology Services for GTECH. "We recently
adopted the Microsoft.NET framework, and choosing a standards-based voice
solution such as the Omvia Voice Framework from Intervoice, was a logical fit
and a strategic move for GTECH's technology roadmap. We had significant faith
in Intervoice whose experienced support team understands speech recognition
technology, the precise applications needed for our business environment and
has the development expertise to design custom solutions for our business
challenges."
"Voice automation solutions from Intervoice allow enterprises such as GTECH to
improve customer service and satisfaction, while at the same time controlling
both capital and operational costs," said Bob Ritchey, President of Intervoice.
"The Microsoft Speech Server-based solutions from Intervoice will allow GTECH
to better leverage people, resources and their infrastructure. We are excited
to demonstrate momentum with our strategic relationship with Microsoft to
provide solutions that offer flexibility, easy integration with Microsoft
platforms and lower deployment costs."
It is not unusual for Intervoice to receive a commitment of this size, and the
announcement of this commitment, or any commitment, is not indicative of
Intervoice revenues for any fiscal reporting period.
About GTECH
GTECH, a leading global information technology company with over $1 billion in
revenues and more than 5,500 people in 45 countries, provides software,
networks, and professional services that power high-performance, transaction
processing solutions. The Company's core market is the lottery industry, with
a growing presence in commercial gaming technology and financial services
transaction processing. For more information about the Company, please visit
GTECH's website at http://www.gtech.com/ .
About Intervoice
Intervoice, Inc. provides leading enterprises, network operators and developers
with the platform, software, applications and services necessary to optimize
the customer experience through voice automation solutions. Omvia(R), the open,
standards-based Intervoice product suite, offers unparalleled flexibility for
advanced multi-media messaging, portal, IVR and payment applications. The
Company's two business units focus on enterprise and network markets, providing
solutions that improve operational efficiencies, drive revenue and increase
customer satisfaction and loyalty. Building on more than 20 years of systems
integration and service delivery experience, the Professional Services Agility
Suite from Intervoice is designed to provide proven best practices toward
design, implementation, and optimization of voice applications. Intervoice
systems are proven in more than 23,000 implementations worldwide across all
industries including: Ameritrade, Amtrak, Atmos Energy, Citibank, CSX
Transportation, MasterCard, O2, Rogers Wireless, SBC, Travelocity, Verizon and
Vodafone. A Microsoft Certified Partner and Certified Partner for Learning
Solutions, Intervoice is headquartered in Dallas with offices in Europe, the
Middle East, South America, Africa and Asia-Pacific. For more information,
visit http://www.intervoice.com/ .
DATASOURCE: Intervoice, Inc.
CONTACT: Stephanie Leonard of Intervoice, Inc., +1-972-454-8231, or
Web site: http://www.intervoice.com/
http://www.gtech.com/