LAS VEGAS, NV (Oct. 17, 2003) -- Applied Innovation Management (Company
Profile, Past
Stories, Case
Studies), Inc., the leading independent developer of Web-based CRM and IT-tracking software solutions, today announced that HelpDesk Expert for
Customer Service, its 100% Web-based CRM solution, has become the first help desk system to deliver a powerful suite of voice-automation capabilities based on
VoiceXML, the industry standard for creating voice-user telephony applications. AIM reached this milestone by integrating the newly rearchitected LIZ Systems, AIM's state-
of-the-art computer telephony solution, into the HelpDesk Expert for Customer Service platform.
"By supporting VoiceXML, HelpDesk Expert for Customer Service and LIZ have the potential to revolutionize the customer service industry," says Alex Damra,
AIM president and founder. "With LIZ integrated into our help desk solutions, our customers' customers do not have to press 'one for this' or 'two for that' when they call
for help. Rather, they can make selections and provide information by talking directly to the help desk system, just as they would a human operator."
HelpDesk Expert for Customer Service (HDECS), AIM's software solution targeted to customer-facing help desk environments, was the first enterprise-class CRM solution to
make full use of the Web as a customer-access vehicle. By realizing the potential of the Web for granting customers access to help desk resources, AIM's HelpDesk Expert
for Customer Service software vastly simplifies the process of offering help.
LIZ combines state-of-the-art computer telephony integration (CTI) hardware with the power of HDECS software into a single package, allowing organizations to offer their 24-
hour voice-automation access to their call centers. The latest version of LIZ, 7.0, is the first commercially available solution to support VoiceXML 2.0, which uses speech
recognition and touchtone (DTMF keypad) for input and pre-recorded audio and text-to-speech (TTS) synthesis for output.
When integrated with HDECS, LIZ receives incoming phone calls from customers and delivers their support requests directly to the help desk solution's database. LIZ thus
lets service technicians hear customers describe their problems in their own words, allowing them to better serve customers on return calls.
Based on the Worldwide Web Consortium's (W3C's) eXtensible Markup Language (XML), VoiceXML greatly simplifies developing speech recognition applications by using
the familiar World Wide Web infrastructure, including tools and Web servers. With VoiceXML, any telephone can access VoiceXML applications via a VoiceXML
"interpreter," or "browser," running on a telephony server, such as LIZ Systems.
Availability and Pricing
AIM's HelpDesk Expert for Customer Service integrated with the VoiceXML-enabled LIZ Systems is available now. Pricing for the solution depends on configuration of the LIZ
Systems hardware and number of users supported.
For more information about Applied Innovation Management's line of help-desk, bug-tracking, asset-tracking and change-management software solutions, contact AIM by
phone at 702-617-8140, via fax at 702-920-8190, or visit AIM on the Web at www.innovate.com.
About Applied Innovation Management, Inc. (AIM)
AIM (www.innovate.com) develops and markets the industry's leading Web-based enterprise-level CRM (customer service, sales force automation, bug/defect tracking), IT-
tracking (help desk, asset management, change management) and support-based communications (real-time chat and computer telephony) software solutions. The privately
held AIM, founded in 1992 and profitable since 1994, delivers software and services that streamline CRM and help-desk operations and allow its customers to make better
budgetary decisions. In 1995, AIM transformed the industry when it introduced the first enterprise-management software solutions built from the ground up to be 100% Web-
based. More than two million users, including those in more than 100 Fortune 500 companies, use AIM products worldwide. AIM customers include Arch Capital Services,
AT&T, Bank of America, Caltech, Caterpillar, Citibank, Deutsche Bank, General Motors, Heineken USA, Hewlett-Packard, Intel, Kodak, Motorola, NASA, Nortel
Networks, Underwriters Laboratory, the U.S. Army Corps of Engineers, the U.S. Department of Agriculture and the U.S. Marines.
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