Caption: Figure 1: (a) Mach number distribution of the basic ICFD
By using information from back end systems, call centre resources and customer preferences, the iCFD
reportedly directs the call to the best service, whether self or assisted.
Voxify's Intelligent Enterprise Services uses Genesys' Intelligent Customer Front Door (iCFD
) self-service along with its customer interaction management tools.
According to Anadkat, the concept behind iCFD involves using the first interaction with the customer (and maybe one or two questions) to determine the reason for the call, and then relying on rich back-end integration to drive the rest of the interaction.
According to Anadkat, Genesys currently has about 15 customers--including two major airlines in Europe--using some form of iCFD, which he says offers enterprises a phased approach" to personalization.
solution provides a more positive and personalized customer experience through the intelligent use of blended self-service and agent-assisted service.
The iCFD presents a common branded voice to all customers while gathering the caller's intent.
iCFD: "WOULD YOU LIKE TO USE THE SAME PROFILE YOU CREATED ONLINE FOR AN AISLE SEAT WITH A VEGETARIAN MEAL?"
SpeechStorm's speech-recognition-based self-service solutions now offer that personalization thanks to having been integrated with the Intelligent Customer Front Door (iCFD
) solution from Genesys Telecommunications Laboratories.
SAN ANTONIO -- Just days after officially launching its Intelligent Customer Front Door (iCFD
) solution, Genesys Telecommunications Laboratories announced at its G-Force customer conference here April 28 to 30 that partners and enterprises are already lining up.
TuVox, a provider of On Demand speech applications, has become one of the first major partners to support the intelligent Customer Front Door (iCFD
), a key solutions bundle from Genesys, an Alcatel-Lucent company.
The new Genesys intelligent Customer Front Door, or iCFD
, transforms the experience for customers entering the "telephone front door" of the enterprise.