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WestJet Sees Clear Skies for Customer Service with Voxify
WestJet Sees Clear Skies for Customer Service with Voxify

July 21, 2011 8:08AM
WestJet Sees Clear Skies for Customer Service with Voxify Speech Self-Service -- Voxify's Universal Managed Service for IVR Extends Contact Center Excellence at Canada's Leading Airline

Alameda, CA, July 21, 2011 -- Voxify®, the company that delivers customized, fully-integrated self-service solutions, announced that it has deployed a suite of speech self-service applications at WestJet. Through Voxify's Universal Managed Service™, WestJet leverages the power of a cloud-based managed service while enjoying the flexibility of a premise IVR platform. This managed service covers lifetime monitoring, management, and improvement of speech applications to ensure they continue to meet WestJet's changing business needs.

WestJet, the fastest growing national Canadian airline, was named a J.D. Power 2011 Customer Service Champion. Over its 15 year history, WestJet has been renowned for innovations that provide customers with low fares, high value, and quality service. Adding the most advanced, intelligent speech self-service solution was a natural fit for WestJet's strategy. Voxify's Expert Service Portal™ (ESP) application greets all incoming callers, assesses their needs, and routes them to the most appropriate agent skill group or self-service application, such as Flight Information, Fare Finder, or Reservation Lookup. All speech applications are conversant in English and Canadian French. "A managed service is a critical requirement because speech self-service requires specialized expertise," said Bob Cummings, EVP, Sales, Marketing and Guest Experience, WestJet. "By relying on Voxify to manage and tune all aspects of our speech solutions, we ensure an excellent call experience for all our guests."

Since 2006, Voxify's Universal Managed Service has supported application portability across all deployment scenarios. Voxify's suite of applications can interoperate with all major VoiceXML browsers and speech engines and can run at Voxify's network hosting centers or at clients' premises. This gives enterprises the flexibility to change their infrastructure, move from hosted to on premise deployment, or deploy in mixed on premise/hosted environments - all without touching their applications. Through all these scenarios, Voxify applications are fully portable – they do not need to be re-written or migrated. Voxify's technology was recently recognized as best-in-class by Ovum and was awarded the top category in Ovum's Cloud-based Speech Self-Service Solutions Decision Matrix.

"Voxify is unique in its vendor-agnostic approach. Its speech self-service applications can be migrated from one platform to another or from a cloud-based to a premise-based platform without having to port or alter the applications," said Daniel Hong, Lead Analyst of Customer Interaction at Ovum. "This gives Voxify's enterprise customers the ability to retain their applications should they change their underlying IVR platform or hosted IVR service."

"In every deployment scenario, Voxify's managed service removes the development and production risks associated with enterprise speech solutions," said John Gengarella, CEO, Voxify. "In response to changes in caller behavior, business operations, and IT infrastructure, Voxify evolves your applications to maintain the highest levels of caller experience and automation rates, all without burdening your internal resources."

About Voxify

Voxify delivers customized, fully-integrated speech self-service solutions. Voxify's patented technology enables intelligent and conversational speech applications that deliver an extraordinary customer experience. Offering the fastest time-to-benefit and highest performance, Voxify solutions deliver a superior ROI. As your business changes, Voxify's managed service model ensures the ageless performance of applications. Leaders in customer service including Avis Budget Group, Continental Airlines, and Wyndham International trust Voxify to automate critical customer interactions. For more information, visit

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