The PRWIRE Press Releases https:// 2009-06-09T10:12:09Z Aviva Drives Financial Services Innovation with Salmat VeCommerce 2009-06-09T10:12:09Z aviva-drives-financial-services-innovation-with-salmat-vecommerce Sydney: 9th June 2009 -Salmat VeCommerce <http://www.vecommerce.com/> today announced the successful deployment of its VeSecure <http://www.vecommerce.com/solutions/VeSecure/> solution at Aviva Australia. In what is a first for the Australian life insurance and wealth management industry, Aviva will utilise the voice biometric <http://www.vecommerce.com/industry-resources/voice-biometrics.aspx> capability of VeSecure to transform the way it interacts with its customers and advisors. Simply by using the unique characteristics of the member’s voice, the identity of callers to Aviva can be quickly verified and the call routed to the most appropriate resource. Whilst enhancing the level of customer service and convenience, this process also provides an added layer of security and privacy to telephone enquiries and transactions. Frank Lombardo, Group Director Operations at Aviva said, “Our organisation has a long history of consistent innovation dating back to the early 1990s and is well recognised as a market leader in the delivery of technological solutions for our customers. Voice biometrics is yet another way in which Aviva is improving the experience for both our customers and financial planners.” Salmat VeCommerce was selected by Aviva due to its proven track record in delivering speech recognition and voice biometric applications. Mr Lombardo, commented, “They demonstrated a depth of experience and expertise, working with a large customer base, in this specialised field.” Paul Magee <http://www.vecommerce.com/about-us/management/Magee,Paul/> , Managing Director of Salmat VeCommerce, said, “Providing customer service excellence whilst boosting security and privacy is the core aim of the VeSecure application. We welcome Aviva’s industry leadership approach which reduces the reliance on insecure PINs and passwords.” In the recently published 2009 Salmat VeCommerce Identity Verification Study <http://www.vecommerce.com/newsroom/article.aspx?ID=49> , over 50% of respondents believed that someone could guess their PINs, passwords or other security details, while 59% stated they believed someone else actually knew these details. An alarming 37% of respondents had either experienced identity fraud or theft or had a friend or family member that had fallen victim to these crimes. The sale and delivery of the VeSecure application was led by NEC, Aviva’s existing solution provider. Under the agreement, NEC will also provide first level support. About Salmat VeCommerce Salmat VeCommerce, a Salmat <http://www.salmat.com.au/> company (ASX:SLM), assists organizations to deliver exceptional customer interactions. The company is a leading supplier of customer service solutions that enable organisations to enhance consumer experience, improve efficiency, increase revenues and improve security and privacy for consumers. It has developed voice self-service solutions since 1997 and today is one of the world's most experienced and successful providers of applications that utilise speech recognition, voice biometrics and other related interaction technologies. About Aviva Aviva Australia <http://www.avivagroup.com.au/web/cms/aviva/public> is the local face of the global Aviva group – a world leader in financial services. Aviva is the world’s fifth-largest insurance group^ and the largest insurance services provider in the United Kingdom. We are the leading provider of life and pension products in Europe and are actively growing our long-term savings businesses in Asian markets, the USA and Australia. We have premium income and investment sales of $112 billion* and $831 billion* of assets under management. Our 54,000 employees serve over 50 million customers in 28 countries. Aviva has over 150 years of continuous operation in Australia, where our main activities are life insurance, investments and superannuation. Aviva’s consistent record of innovation in the financial planning market dates back to the early 1990s when its platform first allowed a range of investments to be consolidated into one portfolio. Today, Aviva continues to lead the industry with award-winning life insurance, investments and superannuation products. Together with Aviva Investors, a funds management company which is also part of the Aviva group, in Australia, Aviva manages or administers more than $19.2 billion in funds for more than 350,000 customers. *Figures quoted are at 31 December 2008 and in Australian dollars. ^ Based on gross worldwide premiums at 31 December 2007. 2009 Salmat VeCommerce Identity Verification Study: Consumers Lack Faith In the Security of Passwords 2009-05-05T05:46:28Z 2009-salmat-vecommerce-identity-verification-study-consumers-lack-faith-in-the-security-of-passwords Sydney, 5 May 2009 - Australian consumers are becoming increasingly concerned about issues of security and the methods organisations use to verify their identity, according to a new study by Sydney-based research company, callcentres.net. The 2009 Salmat VeCommerce Identity Verification Study highlights consumers’ fears that traditional PINs and passwords do not provide adequate protection of their personal information, with 67 per cent of consumers reporting that they believe their security details are at risk. Just over half (51 per cent) felt that someone else may be able to accurately guess their password, PIN or security details for interactions over the phone, while 59 per cent said they believe someone else may actually know these details. When extrapolating this response to the wider Australian population, this equates to about 44 million accounts held by Australians being regarded as currently vulnerable. Online surveys were completed by 203 Australians for the study, which aimed to understand consumers’ attitudes towards processes used by organisations to verify identity. “An increasing number of consumers in the Australian market believe that conventional forms of identity verification, such as PINs and passwords, are becoming more vulnerable to fraud, theft or misuse,” said Paul Magee, Managing Director of Salmat VeCommerce. “These concerns are focused around the ease with which the personal information can be guessed, the possibility of information being stolen and the use of technology to hack information.” In the same study conducted in 2008, 15 per cent of Australian consumers considered the use of passwords in the identification process as ‘very’ or ‘extremely’ vulnerable. In 2009, this figure increased to just over one in four consumers (27 per cent). The main reasons for consumers’ fears about the security of their passwords were that they can be easy to guess (51 per cent), technology can be used to hack information (17 per cent) and information can be stolen or call centre staff can be dishonest (12 per cent). Around six in 10 respondents (57 per cent) reported that they find having to remember multiple PINs and passwords frustrating. A significant proportion of consumers (41 per cent) had to remember a password or PIN for more than five different organisations. Over the past 12 months, 78 per cent had forgotten a password or PIN on at least one occasion and were required to divulge additional personal information to confirm their identity. The most preferred method of verifying identity was biometric voice identification, a technology that enables a person’s identity to be authenticated using the unique characteristics of their voice. This was favoured by 45 per cent of respondents, followed by PIN (21 per cent), password (18 per cent) and personal details or history questions (16 per cent). The survey indicated that consumers would also be prepared to deal with more complex processes as a tradeoff for increased levels of security. In 2008, 64 per cent of respondents said they would ideally like a ‘fairly’ or ‘very’ complex security process when being identified by organisations. In 2009, this increased to 75 per cent. “More than ever, consumers are keen to ensure that their personal information is protected,” said Magee. “If this means the process is a little more complex, that is a sacrifice that most people are happy to wear. Their paramount concern is that this information is dealt with in an appropriate way and that they retain control over it as much as possible.” The survey found that 67 per cent of Australians are concerned about fraud and identity theft (up from 63 per cent in 2008), while 62 per cent have become more careful about sharing their personal information over the past couple of years (up from 58 per cent in 2008). It also revealed that 56 per cent of people felt uncomfortable providing personal details over the phone to a call centre representative. An alarming 37 per cent of the survey respondents had either experienced identity fraud or theft themselves, or had a friend or family member who had fallen victim to these crimes. “The threat of identity theft and fraud has become a very real concern,” added Magee. “Identity crime is one of the fastest growing offences across the globe, and Australia is no exception.” About Salmat VeCommerce Salmat VeCommerce, a Salmat (ASX:SLM) company, assists organisations deliver exceptional customer interactions. This is achieved through a detailed analysis of existing customer processes and the development and provision of applications that utilise speech recognition, voice biometrics and other related interaction technologies. Salmat VeCommerce has developed voice self-service solutions since 1998 and today is one of the most experienced and successful application developers and systems integrators in the industry focusing on automated and scalable voice enabled caller identification and verification (ID&V) solutions. The company’s focus on research and development and provision of best-of-breed business solutions delivery has rewarded the organisation with a number of industry innovations, including: the first project to develop an Australia/New Zealand phonetic language model, the world’s first natural language wagering solution launched commercially, and the first voice self-service real-time credit card bill payment system. Customers include Australian Health Management, National Australia Bank, Pizza Hut, Standard Life, Suncorp, St George Bank, Tabcorp, TelstraClear and the Inland Revenue Department (New Zealand). The company has offices in Australia, New Zealand, the UK and US. www.vecommerce.com. About callcentres.net callcentres.net Pty Ltd is a research, analyst and online publishing business dedicated to the Asia Pacific contact centre and outsourcing industries, based in Sydney and Singapore. www.callcentres.net NAB Selects Telstra and VeCommerce To Supply Speech Recognition Solution 2009-03-04T22:39:00Z nab-selects-telstra-and-vecommerce-to-supply-speech-recognition-solution SYDNEY: 5th March 2009. Telstra and VeCommerce (a Salmat company) today announced that Telstra has sold a VeCommerce speech recognition solution to National Australia Bank (NAB). The new solution is designed to improve NAB’s telephone banking experience – ensuring customer enquiries are directed to the most appropriately skilled banker in the most efficient way. Telstra led the sale and implementation of VeConnect as part of the bank’s new customer service initiative. This initiative sees the launch of a single telephone number (136 NAB) to cover all of the bank’s customer enquiries. Through the use of VeConnect, an advanced Natural Language Speech Recognition application from VeCommerce, callers to NAB will be routed to more than 150 destinations within the bank by simply stating their request. Telstra Enterprise & Government Executive Director, Paul Geason said: “Telstra has long been an advocate of speech recognition technology to enhance customer service and boost business productivity. We look forward to playing a part in the improved service for NAB people and customers through the Telstra and VeCommerce solution.” Paul Magee, Managing Director of VeCommerce, said, “We are delighted that one of Australia’s top banks has chosen Telstra and VeCommerce to assist with this exciting customer service initiative. The power and flexibility of our VeConnect application will mean an enhanced customer experience for NAB’s callers with a faster and more efficient processing and resolution of enquiries.” As part of the continued development of its customer service strategy NAB launched its new speech recognition and voice biometrics system in October. Ann-Marie Chamberlain, NAB General Manager, Direct, Retail Financial Services said, “By introducing this sophisticated speech recognition technology we will be able to spend more time focussing on the needs of our customers. “Customer service excellence is crucial to us at NAB and it is imperative that the introduction of this new technology improves our ability to meet the high customer service standards we have set for ourselves.” NAB chose to partner with Telstra and VeCommerce as a result of their proven track record in delivering speech recognition solutions. Telstra managed the coordination and deployment of the solution that integrates into NAB’s existing telephony infrastructure and utilises VeCommerce’s Australian Financial Services Statistical Language Model. Telstra will also provide first level support for the solution. About VeCommerce VeCommerce, a Salmat company (ASX:SLM), assists organisations deliver exceptional customer interactions. The company is a leading supplier of customer service solutions that enable organisations to enhance consumer experience, improve efficiency, increase revenues and improve security and privacy for consumers. It has developed voice self-service solutions since 1997 and today is one of the world's most experienced and successful providers of applications that utilise speech recognition, voice biometrics and other related interaction technologies About National Australia Bank National Australia Group is an international financial services organisation that provides a comprehensive and integrated range of financial products and services. The Group is structured around regional banking and wealth management operations and an international capital markets and institutional banking business. In Australia, National Australia Group connects with millions of customers every day across retail, business and private banking, and wealth management. Brands include NAB and MLC. About Telstra Telstra is Australia's leading telecommunications and information services company, with one of the best known brands in the country. Telstra offers a full range of services and compete in all telecommunications markets throughout Australia, providing more than 9.6 million Australian fixed line and 9.4 million mobile services, including 4.4 million 3G services. VeCommerce expands business consulting team 2005-02-03T14:59:00Z vecommerce-expands-business-consulting-team VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has announced the expansion of its business consulting team. Paul Le Maitre and Harm Ellens have been appointed as Senior Business Consultants responsible for providing business consulting initiatives that are designed to help organisations identify the most beneficial areas in which to implement voice recognition solutions in order to improve customer service and lower operating costs. Paul Le Maitre has an extensive background in providing system solutions within the call centre industry. A Project Management professional with over 16 years experience, he has worked within construction, contract management and IT disciplines and has held program management positions that include call centre consolidation, call centre relocation and strategic customer contact initiatives. More recently, Paul was the Program Manager for AAPT's Customer Front End programme that included the implementation of CRM systems, online customer ordering services and the successful deployment of the VeCommerce developed SmartSpeak voice enabled self-service solution that front ends their call centres. Expanding the companys presence in Melbourne, Harm Ellens is already experienced within the voice recognition industry having previously managed its positioning and introduction within early adopters such as UCMS, Transurban and CityLink. Harm has also developed strategic recommendations and business cases for organisations such as ANZ and Australia Post. Originally from the Netherlands, Harm has worked in a variety of roles in the Australian Call Centre industry and has had articles and commentary published in industry journals such as TelCall and CRM Magazine. There is enormous benefit available to potential customers by identifying the most favourable area of their organisation in which to introduce voice enabled self-service solutions, said Paul Magee, Managing Director of VeCommerce. The skills and experience that Paul and Harm bring to VeCommerce enhance our consulting services team, and I welcome their appointments. VeCommerce has been a pioneer within the voice recognition industry since 1998. Demonstrating that the market for voice enabled self-service solutions is growing, and that its suite of field hardened application modules and mature application development expertise continues to attract ongoing global interest, VeCommerce was recently chosen as a shortlisted entrant in the 'Contributor to Change' category of the UK Trade & Investment International Business Awards, and now has nearly 40 customers in 5 countries around the world. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow organisations to provide their customers with friendly, easy to use and always available voice enabled self-service solutions. VeCommerce clients around the world include: AAPT, Suncorp, Ladbrokes, ASX Perpetual, Pizza Hut, the NSW Motor Accidents Authority, Magna Entertainment Corporation, Westpac, Auckland Co-op Taxis, New Zealands Ministry of Social Development and TABs Australia wide. VeCommerce appoints CTO 2004-10-13T22:00:00Z vecommerce-appoints-cto VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has announced that Brett Feldon has been promoted to the newly created position of Chief Technology Officer (CTO). As CTO, Feldon will continue to shape VeCommerces technology strategy. "Through his unsurpassed technical capability, Brett has already made an immense contribution to our industry and is highly regarded by his peers, said VeCommerce Managing Director, Paul Magee. As we move into a growth phase within the industry, I am very confident that Bretts grasp on voice recognition and communications technology, as well as his leadership skills, will be of further significant benefit to VeCommerce. Feldon has been involved with nearly all of VeCommerces speech deployments either in a technical or review role. He assisted with the implementation of Australias first commercial speech solution at UNiTAB (formerly TAB Queensland) and has been involved in the development and implementation of some of the most complex speech applications in the world in such organisations as Suncorp, AAPT, Tab Limited, Ladbrokes. More recently, Feldon provided technical leadership for Australias first commercial deployment of speaker verification technology and oversaw the transformation of VeCommerces engineering activities into the standards-based world of VoiceXML. Having just returned from SpeechTEK 2004, one of the industrys leading annual conferences, Feldon says that the overriding themes were speaker verification and speed of deployment of NLSR solutions. It is pleasing to see that VeCommerce is well advanced in deploying speaker verification systems in Australias Department of Finance and Administration and a major New Zealand government department, said Feldon. Our unique intellectual property, capability through experience and continued focus on the user continues to deliver quality deployments on time to our customers. Feldon has been with VeCommerce since its inception and holds a Bachelor of Science degree in computer science with first class honours. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow organisations to provide their customers with friendly, easy to use and always available voice enabled self-service solutions. VeCommerce clients around the world include: AAPT, Suncorp, Ladbrokes, ASX Perpetual, Pizza Hut, the NSW Motor Accidents Authority, Magna Entertainment Corporation, Westpac, Auckland Co-op Taxis, New Zealands Ministry of Social Development and TABs Australia wide. More information can be found at www.vecommerce.com. VeCommerce strengthens business development team 2004-09-15T14:09:00Z vecommerce-strengthens-business-development-team VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has appointed two new senior business development managers. Steven Fitzjohn has been appointed as Southern Region Business Development Manager and Philip Clipperton has taken the role of Northern Region Business Development Manager. Demonstrating that the market for voice enabled self-service solutions is growing, and that its suite of field hardened application modules and mature application development expertise continues to attract ongoing global interest, VeCommerce recently announced a $5 million profit turnaround with revenues growing 27 per cent for the year ending 30 June 2004. Steven Fitzjohn, with ten years in the IT&T sector, is charged with growing VeCommerces market share in the southern states where a number of key opportunities have been identified. He has had broad exposure to a variety of business focused technologies and solutions. Prior to VeCommerce, Fitzjohn had been with AAPT for five years managing a team in charge of new business acquisition in the medium sized corporate space as well as targeting the contact centre market with a specialised business solutions team. As Northern Region Business Development Manager, Philip Clipperton brings over 15 years of call centre and voice solutions technical and sales experience. He has had senior sales and business development roles with IBM where he sold the first IBM Pervasive Speech Recognition system in Australia. Other organisations in which Clipperton has undertaken account management roles include Touchbase Australia, Avaya Communication and Ericsson Australia. where he was a key member of the Strategic Sales Team selling a $15M call centre solution to Vodafone. With the level of activity we are currently experiencing comes the challenge of servicing our customers at the highest level, and we have addressed this with appointments such as those of Steven and Philip, and will continue to enhance the team at VeCommerce where appropriate, said Paul Magee, VeCommerce Managing Director. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce clients around the world include: AAPT, Suncorp, Ladbrokes, ASX Perpetual, Pizza Hut, the NSW Motor Accidents Authority, Magna Entertainment Corporation, Westpac, Auckland Co-op Taxis, New Zealands Ministry of Social Development and TABs Australia wide. More information can be found at www.vecommerce.com. VeCommerce full year results do the talking 2004-08-19T16:31:00Z vecommerce-full-year-results-do-the-talking VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions announced that it has turned a loss of A$4.9 million in the year ending 30/6/03 into a profit of A$452,000 for the year ending 30/06/04. Revenue for the year ending 30/06/04 was A$13.169 million compared to A$10.390 million for the year ending 30/6/03, an increase of 27%. The Companys net cash balance (cash less debt) also grew by over 46% from A$3.9 million to A$5.7million over the same period. Paul Magee, VeCommerce Limited Managing Director, said, This is a truly outstanding result for VeCommerce. We have clearly reinforced our leadership position in the market as we continue to win new customers around the world, increasing both our revenue and cash position whilst delivering a full year profit of close to half a million dollars. The Company has also declared a dividend of $0.02 per share, fully franked, for the year ended 30 June 2004 for shareholders on record at 30 September 2004. The dividend signals the Directors confidence in the financial outlook of the Company and the market in general, added Magee. New customers for VeCommerce during the year included AAPT, Computershare and BOC in Australia, TelstraClear and Inland Revenue in New Zealand, and YouBet in the USA. In the UK, and other regions, revenue from the Companys transaction-based contracts continued to grow, with further opportunities available as user uptake rates improve. VeCommerce now has over 35 major organisations as clients in 5 countries, and continues to maintain a leadership position around the world leveraging strong alliances with its key suppliers and partners including Aculab, Alcatel, Genesys, Intel, Nuance and ScanSoft. There is no doubt that the market for voice recognition solutions is now at a point where the benefit to the consumer far outweighs any concerns they may have had about using the technology. Those businesses that have not considered its adoption will be significantly disadvantaged in the long run, concluded Magee. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries, or to be accurately and quickly routed to the most appropriately skilled resource; without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce clients around the world include: AAPT, Suncorp, Ladbrokes, ASX Perpetual, Pizza Hut, the NSW Motor Accidents Authority, Magna Entertainment Corporation, Computershare, Westpac, Auckland Co-op Taxis, New Zealands Ministry of Social Development and TABs Australia wide. More information can be found at www.vecommerce.com. TelstraClear launches state of the art customer service powered by VeCommerce 2004-07-08T14:15:00Z telstraclear-launches-state-of-the-art-customer-service-powered-by-vecommerce VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has announced that TelstraClear officially opened its new high tech contact centre at Kapiti, New Zealand, today, launching its new voice recognition solution developed by VeCommerce. Chris Costley, TelstraClear Head Of Customer Care, says the contact centre was established to implement the very latest in customer service technology and to handle new customer growth. Starting today, customers calling TelstraClear on our main residential customer service number will be greeted by the companys new voice recognition system. The goal is to improve customers service experience by providing innovative, faster and more efficient service, said Costley. VeCommerce has provided a system based on its VeConnect call routing solution that provides a consistent and friendly 'front end' to the company allowing it to accurately and quickly route its callers to the most appropriately skilled resource for assistance, significantly reducing the volume, and expense, of misdirected calls. Paul Magee, VeCommerce Managing Director said, We have a strong relationship driven by the same vision to simply and quickly steer the customer to the correct resource that is best skilled to help them. Our VeConnect application has been deployed for a number of organisations over the last 18 months. Our business will be more responsive to customer needs. Well be able to easily divert and scale up resources to provide customer service across TelstraClears full range of business and residential services depending on what is happening in the marketplace at any given time, says Costley. He emphasised the importance to the customer of getting to the correct service representative the first time, adding that further VeCommerce self- service options, such as account balance enquires, will be available shortly. Costley says the company will also be using the new contact centre to show business customers how they can enhance their customer service and boost their competitiveness. Contact centres are now recognised as critical business assets where a customers loyalty is won or lost, he concluded. TelstraClear employs 150 call centre staff in Auckland, 160 in Christchurch and 32 at Kapiti. TelstraClear and VeCommerce existing contact centre customers include Ministry of Social Development, Inland Revenue, Student Services and Restaurant Brands (Pizza Hut). About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce clients around the world include: AAPT, Suncorp, Ladbrokes, ASX Perpetual, Pizza Hut, the NSW Motor Accidents Authority, Magna Entertainment Corporation, Westpac, Auckland Co-op Taxis, New Zealands Ministry of Social Development and TABs Australia wide. More information can be found at www.vecommerce.com. About TelstraClear Limited TelstraClear is New Zealands second largest full service communications company, providing innovative market leading products, services and customer focus to the business, government, wholesale and residential sectors. TelstraClear offers real choice in the local and national market and seamless services to trans-Tasman customers and the rest of the world. More information can be found at www.telstraclear.co.nz. VeCommerce announces four major international and national customer contracts 2004-04-28T15:48:00Z vecommerce-announces-four-major-international-and-national-customer-contracts VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has announced a number of new sales. The company has had further international success with its voice enabled wagering solution, VeBet, with Youbet.com joining the VeCommerce customer stable. Youbet is the largest internet provider of thoroughbred, quarter horse and harness racing content in the United States and will offer VeBet to its account holders. VeCommerce has now sold VeBet to 15 leading wagering organisations in 5 countries around the world. Today, the organisation has over 30 major organisations globally using its various NLSR solutions to deliver greater service to their customers while enjoying operational efficiencies. BOC in Australia, a member of The BOC Group, an international leader in the provision of gas and related services, solutions and applications technology, vacuum technology and health care, has awarded VeCommerce a contract to develop a voice enabled self-service solution for its retail partner network. The new solution, scheduled to go live by Q4 this calendar year, will allow BOCs retail network of partners across metropolitan and regional Australia to review their customers account status and process sales transactions. Where applicable, BOC will implement VeCommerces VePay solution to enable customer order payments using a credit card, simply by speaking directly to BOCs computer systems. Within the financial services industry, Computershare has, this week, introduced a VeCommerce voice-enabled enhancement to its shareholder inquiry system that will provide a more user friendly service to its callers by allowing them to check their holdings, listen to the share price or hear dividend history simply by talking directly to Computershares host. In New Zealand, VeCommerce has been awarded an extension to the Inland Revenue project. This new phase allows callers to request a Personal Tax Summary and confirm that the details of a Personal Tax Summary are correct. Paul Magee, VeCommerce Managing Director, said, VeCommerce continues to prove that the market for voice enabled self-service solutions is growing and that our suite of field hardened application modules and our mature application development expertise continues to attract ongoing global interest and resulting sales while laying the foundations for future opportunities. These deals are expected to generate revenues in the order of $2 million over the coming twelve months. With over 30 major organisations around the world as clients, VeCommerce is the leading supplier of voice enabled e-commerce solutions in its chosen markets, and has continued to strengthen relationships with its key suppliers and partners including Alcatel, Damovo, Genesys, NEC, Nuance and ScanSoft. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce clients around the world include: AAPT, Suncorp, Ladbrokes, ASX Perpetual, Pizza Hut, the NSW Motor Accidents Authority, Magna Entertainment Corporation, Westpac, Auckland Co-op Taxis, New Zealands Ministry of Social Development and TABs Australia wide. More information about VeCommerce can be found at www.vecommerce.com. About Youbet.com Youbet.com (NASDAQ:UBET)is the largest Internet provider of thoroughbred, quarter horse and harness racing content in the United States. Members have the ability to watch and, in most states, to wager on nearly all major domestic horse racing content via Youbet's exclusive closed-loop network. Youbet members enjoy features that include commingled track pools, live audio/video, up-to-the-minute track information, real-time wagering information, phone wagering and value-added handicapping products. Youbet.com is a patent and content licensee and maintains strategic relationships with TVG, an indirect subsidiary of Gemstar-TV Guide International, Inc. (NASDAQ:GMST - News) and MEC Pennsylvania Racing, part of Magna Entertainment Corp. (NASDAQ:MIEC - News). Youbet.com is an official online wagering platform of Churchill Downs Incorporated and the Kentucky Derby. Youbet.com operates Youbet.com TotalAccess(SM), an Oregon-based hub for the acceptance and placement of wagers. More information on Youbet.com can be found at www.Youbet.com. About Computershare Computershare (ASX: CPU) is one of the worlds leading financial services and technology providers to the global securities industry, providing services and solutions to listed companies, investors, employees, exchanges and other financial institutions. With a unique range of integrated services, Computershare provides specialised records management for company share registers and employee share and stock option plans, document design and communication, strategic investor relations and market intelligence, and a variety of sophisticated trading technologies for financial markets. Computershare is the largest and only provider of global shareholder and employee management services with more than 60 million shareholder accounts for over 7,000 corporations across 10 countries on five continents. Founded in Australia, Computershare today employs more than 6,000 people worldwide. More information on Computershare can be found at www.computershare.com.au. About BOC BOC in Australia is a member of The BOC Group, an international leader in the provision of gas and related services, solutions and applications technology, vacuum technology and health care. It is an FTSE 100 publicly listed company with an annual turnover of $A10 billion and operates in 60 countries. In Australia, BOC is one of the top 100 companies, with an annual turnover exceeding $1 billion. In the South Pacific, the company has production facilities in almost every Australian capital city, 80 retail outlets, more than 800 agents and 2,000 employees who service over 600,000 customers throughout the region. VeCommerce streamlines customer access at AAPT with voice enabled self-service solution 2004-01-14T16:46:00Z vecommerce-streamlines-customer-access-at-aapt-with-voice-enabled-self-service-solution VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has signed a contract with Alcatel to supply a voice enabled e-commerce solution to AAPT, a wholly owned subsidiary of Telecom New Zealand. The new system will introduce a friendly and easy-to-use voice enabled self-service solution that will front end AAPTs call centres. This will make it easier for customers to contact AAPT at any time of the day or night. It will also ensure that the organisations customers can be serviced how they want to be either through self-service or by speaking to a customer service agent. Leveraging the unique partnership between Alcatel and Telecom New Zealand, the solution combines VeCommerces application development and systems integration expertise with the Voice Application Platform from Genesys Telecommunications Laboratories, a wholly-owned subsidiary of Alcatel. Andrew Levido, acting CEO Alcatel Australia said, As AAPTs strategic partner, Alcatel works with leading application developers to bring AAPT the most innovative solutions available in the marketplace. VeCommerces cutting-edge applications in the field of voice enabled e-commerce has enabled Alcatel to once again offer a very exciting solution to AAPT. Rhoda Holmes, AAPT General Manager - Customer and Network Services, said, This is an important milestone in the development of AAPTs customer service capabilities. With this new solution, we will be able to further improve our customer service and resolve more customer questions when they first call us. The system will be deployed in the first half of 2004 and is based upon VeConnect, VeCommerces highly successful voice enabled call routing solution. VeConnect was specifically developed to allow an organisation to accurately and quickly route its callers to the most appropriately skilled resource for assistance. Paul Magee, VeCommerce Managing Director, said, We are very pleased to be working with Alcatel in offering a range of voice enabled solutions that will offer real benefit to AAPT and its customers. In addition to VeConnect, we are also deploying VePay, our voice enabled payment solution, along with customer identification elements of our VeSecure solution. The contract led from the completion of detailed application Discovery sessions undertaken at AAPTs main call centres. The proven methodology employed in the Discovery session is part of VeCommerces 4-phase speech lifecycle 4D. It allowed VeCommerce to work with AAPT key stakeholders to rapidly identify target opportunities for automation using speech recognition. Opportunities were identified based on their suitability and business benefit and a recommended approach in the form of a business case and scope of works provided AAPT with a clear way forward. By focussing on the strategic benefits of this technology, AAPT has become well positioned to deliver voice enabled self-service applications as a hosted service to government and enterprise customers, said Holmes. Our voice enabled solutions are deployed globally with great success. I am confident that AAPT, and of course its customers, will enjoy immediate benefits from this streamlined approach to customer care, concluded Magee. About Alcatel Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 16.5 billion in 2002, Alcatel operates in more than 130 countries. For more information, visit us on the Internet: http://www.alcatel.com About AAPT Established in 1991, AAPT provides a range of voice, mobile, data and Internet services to business, government, wholesale and residential customers throughout Australia, supported by an extensive national voice and data network. AAPT is a member of the Telecom New Zealand group of companies. For more information, visit www.aapt.com.au About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce clients around the world include: Suncorp Metway, Ladbrokes, ASX Perpetual, Pizza Hut, Motor Accidents Authority, Magna Entertainment, Auckland Co-op Taxis, the Ministry of Social Development (NZ) and 5 out of 6 TABs Australia wide. More information about VeCommerce can be found by visiting the companys web site at www.vecommerce.com. Suncorp improves customer transfer rates using VeCommerces world first open dialogue financial services application 2003-12-10T15:10:00Z suncorp-improves-customer-transfer-rates-using-vecommerces-world-first-open-dialogue-financial-services-application VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has been working for the last year with its client, Suncorp , to enhance customers telephone experience in locating and communicating with the right call centre agent. To date, results from the speech enabled call routing solutions show increased customer satisfaction levels as well as improvements in service, operational and cost efficiencies such as a reduction in the initial call time by as much as 50 per cent representing substantial savings on monthly telco costs to Suncorp. Suncorp is the largest Queensland based corporation, being one of Australias top 30 biggest companies (comprising of Australias sixth largest bank and second largest general insurance group) holding total assets of $36 billion and funds under management exceeding $9.5 billion. Suncorps call centres are critical to its commercial operation and success. Currently, they handle 4.5 million calls per annum (forecast to reach volumes of over 400,000 calls per month). The call centres provide customers basic information such as branch location details, or more in-depth service and sales enquiries about insurance policy benefits and policy information, claims advice and lodgement, personal and home loan applications, wealth management products. Its four main call centre sites are set up to allow calls to be distributed to the best skilled agent to answer the call. Suncorps queue-based call routing system, utilising push button menus, confused and frustrated customers who had to navigate several levels of menu options before speaking to an agent located in one of the 20 skill-based queues. Suncorp decided on a natural language speech recognition (NLSR) solution to replace customer time spent within the IVR system as well as avoiding the navigation of a large key press option to get to the best skilled agent. Speech recognition allowed Suncorp to provide its customers with a easier, faster and more efficient method of delivering the customer call to the best skilled, available agent the first time, said Andrew Mulvogue, General Manager, Personal Customer Sales and Service for Suncorp. Suncorp selected VeCommerce as its speech-enabling partner in May 2002 with the project going live in December 2002. Our partnership with VeCommerce has delivered the right strategic, architectural and functional fit, said Mulvogue. Adding another world first to its milestones, VeCommerce developed an open dialogue speech system specifically for the Australian financial services industry and provided Suncorp with an intelligent speech enabled front end for its entire organisation. Incorporating VeCommerces VeConnect call routing application, the system contains an unique Australian Financial Services Statistical Language Model (AFSSLM). AFSSLM is based on actual caller intelligence of over 60,000 phrases from a base of 1,000 key expressions used to bootstrap the system In a natural, conversational manner VeConnect and its AFSSLM extracts the meaning behind what the caller actually wants and, with additional skills-based routing functionality, transfers the caller seamlessly to the most appropriate agent for assistance without them having to struggle with confusing push button menus. For example, if a caller says my credit card has been stolen, the system will immediately transfer the customer directly to Banking Customer Service rather than forcing them to ask the name of the functional department that deals with credit cards. Whilst this seems to be a deceptively simple application for speech recognition, it is actually quite the opposite, said Paul Magee, Managing Director of VeCommerce. Suncorps callers can dial any of six 13 service phone numbers and be effectively routed into one of 20 areas of their business by simply speaking in a natural, and more importantly, unrestricted manner. Three pilot stages preceded the system going live. Application development took less than three months, said Mulvogue. The new system is currently handling up to 17,000 calls per day at three call centre sites in Brisbane. The system is easily scalable for growth as the call volume grows or new speech applications come online. Phase one has taken over 4.5 million calls. Suncorps customer satisfaction surveys support the fact that the companys customers have warmly embraced the new system. Improvements include a reduction in misdirected call rates to as low as 2.5 per cent and the ability to reduce the initial call time by as much as 50 per cent. This represents substantial savings on monthly telecommunications costs to Suncorp - call times being reduced to 35 seconds from 60 seconds on average. The results are staggering, said Mulvogue. Our call lengths have been substantially reduced. For example, glass claims averaged 102 seconds in duration. Our target with the new system was to reduce this to 40 seconds and, today it is at 30 seconds. We also have a much more granular knowledge about a callers request, because the caller is actually saying what they want as opposed to listening to a menu tree of options, said Mulvogue. This assists the organisation to either create a new skills group or to identify repetitive transaction types which can be automated in the future. - ENDS - About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce can voice enable an organisations business systems and processes providing secure, easy to use and consistently available self-service facilities allowing customers to simply speak in a natural conversational tone over any telephone, significantly reducing the cost of each transaction. VeCommerce clients around the world include: Pizza Hut, Motor Accidents Authority, Suncorp Metway, Ladbrokes, ASX Perpetual, Magna Entertainment, Auckland Co-op Taxis, the Ministry of Social Development (NZ) and 5 out of 6 TABs Australia wide. Visit www.vecommerce.com for further information. Suncorp takes speech to the rugby world cup 2003-10-27T21:19:00Z suncorp-takes-speech-to-the-rugby-world-cup VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has worked with its client, Suncorp , to enhance VeCommerces VeConnect solution, implemented in December 2002, to meet marketing objectives of its newly launched campaign In2Rugby. Suncorp, as the official sponsor partner of the Rugby World Cup 2003, has made available a most attractive promotion to its Suncorp and GIO customers giving away over $250,000 in prizes including A Reserve tickets to the best games as well as merchandise. The In2Rugby campaign is scheduled to continue over the next two years - in various forms. The 12 weekly draws commenced 1 September. The announcement of this campaign follows on the heels of the bank and general insurer posting a handsome net profit of $384 million for the year ended June 30, up from $311 million in the previous year. Suncorp has forecast improved earnings this year, after the GIO acquisition pushed its annual net profit up 23 per cent. We see this technology as enabling organisations to comprehensively integrate the power of voice interactions with their Customer Relationship Management [CRM] strategy, said Paul Magee, VeCommerce Managing Director. There is no doubt that this is the first time the speech system has been used to support such a high level, and high profile, marketing campaign. The Suncorp website details the promotion while the companys radio advertising asks customers to call 13 11 55 to register their interest in the promotion. The VeCommerce developed solution next release now supports requests from callers who want to register for the promotion. Customers can simply say "I'd like to register for the free Rugby tickets', "World cup tickets please" or just "Rugby", and the NLSR system will transfer the customer directly to the switchboard operators who can advise the caller on how to complete their registration for the promotion. Having developed an 'open dialogue' speech system specifically for the financial services industry, VeCommerce worked with Suncorp throughout 2002 to implement a speech enabled call routing solution, which, today, results in increased customer satisfaction levels and improvements in service, operational and cost efficiencies. Improvements include a reduction in misdirected call rates to as low as 2.5 per cent and the ability to reduce the initial call time by as much as 50 per cent. This represents substantial savings on monthly telecommunications costs to Suncorp - call times being reduced to 35 seconds from 60 seconds on average. - ENDS - About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce can voice enable an organisations business systems and processes providing secure, easy to use and consistently available self-service facilities allowing customers to simply speak in a natural conversational tone over any telephone, significantly reducing the cost of each transaction. VeCommerce clients around the world include: Pizza Hut, Motor Accidents Authority, Suncorp Metway, Ladbrokes, ASX Perpetual, Magna Entertainment, Auckland Co-op Taxis, the Ministry of Social Development (NZ) and 5 out of 6 TABs Australia wide. Visit www.vecommerce.com for further information. VeCommerce ranked in Deloitte Technology Fast 50 Program for second year 2003-05-23T20:22:00Z vecommerce-ranked-in-deloitte-technology-fast-50-program-for-second-year VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has achieved twentieth position in the elite "Deloitte Technology Fast 50" for 2003, a ranking of the 50 fastest growing technology companies in Australia. In its second year of entry, the company has achieved this ranking with a revenue growth rate of 238 per cent over the last three years. The company also achieved sixth position in the inaugural "Asia-Pacific Deloitte Touche Tohmatsu Technology Fast 500" announced in December 2002. Despite the backdrop of uncertainty over the last year, we are proud of sustaining our high level of growth and are very pleased to be recognised by Deloitte Touche Tohmatsu for the second year running, said Paul Magee, VeCommerce Managing Director. I continue to be very proud of every member of the VeCommerce team and this award, once again, goes some way to publicly recognising the dedication and sheer effort they have put in. The Deloitte Technology Fast 50 ranks the fifty fastest growing technology companies in Australia, public or private, based on percentage revenue growth over three years (2000 to 2002). Deloitte presented the awards at a Gala Dinner in Sydney. "Making the Deloitte Technology Fast 50 is an impressive accomplishment, particularly in uncertain economic times, and we at Deloitte Touche Tohmatsu congratulate VeCommerce for attaining this honour," said Ian Thatcher, Leader of the Deloitte Technology Fast 50 program. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce can voice enable an organisations business systems and processes providing secure, easy to use and consistently available self-service facilities allowing customers to simply speak in a natural conversational tone over any telephone, significantly reducing the cost of each transaction. VeCommerce clients around the world include: Suncorp Metway, Ladbrokes, ASX Perpetual, Pizza Hut, Motor Accidents Authority, Magna Entertainment, Auckland Co-op Taxis, the Ministry of Social Development (NZ) and 5 out of 6 TABs Australia wide. More information about VeCommerce can be found by visiting the companys web site at www.vecommerce.com About Deloitte Touche Tohmatsu Deloitte Touche Tohmatsu is one of the worlds leading professional services organizations. The member firms of Deloitte Touche Tohmatsu deliver world-class assurance and advisory, tax, and consulting services. With more than 119,000 people in over 140 countries, the member firms serve over one-half of the worlds largest companies, as well as large national enterprises, public institutions, and successful, fast-growing global growth companies. Our internationally experienced professionals strive to deliver seamless, consistent services wherever our clients operate. Our mission is to help our clients and our people excel - www.deloitte.com.au Ladbrokes raises the stakes for the Martell Grand National with VeCommerces VeBet solution 2003-04-29T19:58:00Z ladbrokes-raises-the-stakes-for-the-martell-grand-national-with-vecommerces-vebet-solution VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions, has announced that Ladbrokes, the betting and gaming arm of Hilton Group plc and largest bookmaker in the world, has launched the second phase of its VeBet-based voice enabled wagering system. First utilised in May 2002 for the FIFA World Cup, Ladbrokes added support for horse and greyhound racing on 28 March 2003, in time for the start of the 2003 UK horse racing season and particularly the nations favourite race, the Martell Cognac Grand National. Using the latest in communications and speech recognition technology, the system allows callers to place their bets on horse and greyhound racing without queuing for an operator to take their call or struggling with push button technology - which is vitally important when a caller has that all important winner. The new system supports over 11 different bet types ranging from the ever popular win and each-way bets through to more exotic bet types such as Tricasts, Yankees, a Lucky 15 or even a Trixie. Ladbrokes callers say their bet in a way that is familiar to them, just as they would to a Ladbrokes operator. For example, callers placing an each-way bet would simply say, "10 each-way on Monty's Pass". Paul Magee, VeCommerce Managing Director said, We are very pleased that Ladbrokes has launched this second phase of VeBet, as it continues to lead the acceptance and awareness of voice enabled self-service solutions within the UK. Around the world we have seen dramatic increases in customer satisfaction and service levels that stem from deploying voice enabled solutions, Magee continued. Businesses win too, as the cost of each customer transaction can be reduced by as much as 90%. This cost saving flows directly to their bottom line, and in this period of economic uncertainty, any cost savings are to be welcomed! In recent years, Ladbrokes has experienced significant growth in all of its activities and has implemented VeBet as part of a long-term strategy to meet the increasing demands on their contact centre. Designed to handle the large yet unpredictable volume of calls generated by their account holders, VeBet offers Ladbrokes an efficient, user friendly and cost effective automated self-service channel. With the VeBet system, VeCommerce assisted Ladbrokes in servicing over 100,000 calls on the Grand National day alone, a 43% increase from last year, by working in conjunction with its call centre operators and an existing push-button application. Ladbrokes are not alone in choosing the VeBet system. Leading wagering organisations throughout the world are already providing increased levels of customer self-service and satisfaction with VeBet. With over 15 million bets taken successfully to date, VeBet has a proven ability to support the large number of runners registered within the UK, easily able to handle volumes of over 180,000 calls on big race days. -ENDS - About Ladbrokes Ladbrokes, the betting and gaming division of Hilton Group plc, is the world's biggest bookmaker. It provides its customers with a 24-hour a day, 7-day a week service via over 2000 licensed betting shops in the UK, Ireland and Belgium, state of the art call centres in London and Liverpool and its interactive services. Over 300,000 registered customers from 160 countries bet on the Internet with Ladbrokes at www.ladbrokes.com and at the online casino www.ladbrokescasino.com. About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce can voice enable an organisations business systems and processes providing secure, easy to use and consistently available self-service facilities allowing customers to simply speak in a natural conversational tone over any telephone, significantly reducing the cost of each transaction. VeCommerce clients around the world include: Suncorp Metway, Ladbrokes, ASX Perpetual, Pizza Hut, Motor Accidents Authority, Magna Entertainment, Auckland Co-op Taxis, the Ministry of Social Development (NZ) and 5 out of 6 TABs Australia wide. Visit www.vecommerce.com for further information. Big three create new force in speech landscape globally 2003-02-26T23:34:00Z big-three-create-new-force-in-speech-landscape-globally VeCommerce Limited (ASX:VCM), a global leader in the provision of natural language speech recognition (NLSR) speech authentication and voice enabled e-commerce solutions, has announced it has entered into an alliance with SpeechWorks International, Inc. (Nasdaq: SPWX), a global leader in speech technologies and services, and Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA). This alliance leverages the combined assets of proven experience, technological innovation and industry leadership to deliver comprehensive speech solutions to a wide variety of markets globally. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. Genesys provides open software applications designed specifically to optimise customer contact in the contact centre and across the enterprise. It enables personalised cost-effective multimedia (phone, e-mail and web) customer service that generates long-term, profitable customer relationships. SpeechWorks is recognised as a leading provider of speech technologies and services, delivering open, standards-based products in speech recognition, text-to-speech (TTS) and speaker verification. This initiative brings together the leading players in technology, platform architecture and solutions delivery, said Paul Magee, VeCommerce Managing Director. It strengthens our position as we continue to focus on customer outcomes with best of breed technology enablers while extending our reach globally. The companies said the joint alliance would deliver better outcomes for organisations seeking to introduce customer friendly self-service solutions that reduce costs and increase customer satisfaction. VeCommerce and Genesys have enjoyed a close working relationship over the last three years, centred on live customer assistance through call centre technology. The new framework focuses on utilising their award winning Genesys Voice Portal, a voice application platform for delivering enhanced voice extensible markup language (VoiceXML) speech applications, such as voice self-service. Genesys Voice Portal removes the constraints of costly legacy IVR systems and offers standards-based development, flexible deployment options, simplified integration and improved time to market for speech-directed applications. We look forward to working with VeCommerce in addressing and succeeding in the voice self-service solutions market, said James Brooks, Genesys Australasias managing director. In a recent survey we undertook in Australia, 43 percent of respondents said they are presently evaluating this technology. We will be working closely with VeCommerce to accelerate the adoption of standards-based speech solutions that integrate seamlessly with an organisations enterprise-wide self-service strategy." Under the terms of the agreement, SpeechWorks will provide the advanced speech technologies and will support VeCommerce with well-honed user design experience gained from hundreds of deployments worldwide. SpeechWorks customers in Australia include Credit Union Australia, Centrelink and TD Waterhouse. The agreement allows VeCommerce to resell SpeechWorks OpenSpeech Product Line, including the entire suite of standards-based speech software incorporating the OpenSpeech Recogniser (OSR), Speechify text-to-speech engine, SpeechSecure speaker verification and SpeakFreely natural dialogue technology. Around the world, SpeechWorks assists such organisations as America Online, Citibank Europe, CIBC Bank, IRS, Microsoft, and United Airlines. An active supporter of industry standards, SpeechWorks was the first speech solutions company to introduce an entire suite of standards-based, speech recognition products, designed from the ground-up for superior VoiceXML performance. Businesses now considering an investment in speech technologies will benefit from the combined experience of these new partners in bringing speech solutions to market to ensure customer satisfaction and optimum return. With VeCommerces excellent track record in delivering speech solutions, and the strength of SpeechWorks technology in both the Genesys and VeCommerce architectures, this partnership creates an exciting new alternative for customers, said Peter Chidiac, Country Manager, SpeechWorks International. VeCommerce is widely acknowledged for the development and deployment of a number of world firsts in the speech solutions industry. Most widely known from the successes the company enjoys with the TABs in Australia and the wagering and gaming industry in the UK, Canada and the USA, other customers include Pizza Hut, New Zealand Ministry of Social Development, five taxi companies within the ANZ region, ASX Perpetual and Suncorp Metway in Australia. -ENDS - About VeCommerce the future is hear VeCommerce Limited (ASX:VCM), is a global leader in the provision of natural language speech recognition (NLSR), speaker verification and voice enabled e-commerce solutions. VeCommerces core focus is to provide tailored business solutions, using the latest in communications and speech technologies, that allow callers to complete complicated but routine transactions or inquiries without the need to struggle with frustrating push button menus or having to wait for an available operator to answer their call. VeCommerce can voice enable an organisations business systems and processes providing secure, easy to use and consistently available self-service facilities allowing customers to simply speak in a natural conversational tone over any telephone, significantly reducing the cost of each transaction. VeCommerce clients around the world include: Suncorp Metway, Ladbrokes, ASX Perpetual, Pizza Hut, Motor Accidents Authority, Magna Entertainment, Auckland Co-op Taxis, the Ministry of Social Development (NZ) and 5 out of 6 TABs Australia wide. Visit www.vecommerce.com for further information. About SpeechWorks Organisations around the world trust SpeechWorks to manage their customer conversations. As a leading provider of speech technologies and services, SpeechWorks helps companies create and implement unique Speech Strategies that ensure maximum financial return and the highest levels of caller satisfaction. The Company provides speech recognition, text-to-speech (TTS) and speaker verification for network and embedded environments, including new multimodal devices with both an audio interface and visual display. SpeechWorks customers include carriers, corporations and government organisations, such as America Online, Citibank Europe, CIBC Bank, Deutsche Telekom, McKesson, Microsoft and United Airlines. For more information, please call (02) 9006 1747 or visit www.speechworks.com. About Genesys Genesys Telecommunications Laboratories, Inc., a wholly-owned subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), is the leading provider of customer contact centre solutions for Collaborative CRM, a critical component of a complete CRM business strategy. Genesys' integrated suite of open, infrastructure-independent solutions manages customer interactions across all media types, networks, and applications. Genesys enables personalized, cost-effective customer service and delivers a foundation for enterprise-wide business processes that generate long-term, profitable customer relationships. Headquartered in San Francisco, Genesys has offices worldwide and maintains a global network of strategic partners, including Accenture, Alcatel, IBM and IBM Global Services, PeopleSoft, SAP, and Siebel Systems. For further information, please visit: www.genesyslabs.com.