Intervoice Receives U.S. Patents For Innovative Call Center Technology; Leading Enterprises Enhance Customer Relationships and Retention with Intervoice

Today, enterprise call centers are challenged with findingcost-effective ways to increase efficiency without sacrificingcustomer satisfaction and retention. Intervoice is leading the waywith technologies that provide better automation of calls, boost agentefficiency, lower equipment costs and speed transcription tasks.

"In the past 12 months alone Intervoice has filed a number ofpatents covering a broad range of technologies with a goal ofprotecting our intellectual property and future-proofing ourindustry-leading voice solutions," said Mike Polcyn, chief technologyofficer for Intervoice. "Intervoice maintains a strong commitment toinnovating and developing groundbreaking technology that will helpprovide our customers with quality solutions that differentiate themfrom their competitors by enabling them to provide enhanced customerservice while reducing operational costs."

Intervoice Patents: Highlights

In an effort to address and anticipate the voice and informationtechnology needs of its customers, and to provide them a competitiveleg-up in an area critical to their business, Intervoice has builtleading-edge solutions based on unique and patented technologies. Withthis announcement, Intervoice further validates its commitment toensuring that their customers -- as well as the end-users -- continueto enjoy the highest quality, easy to use and deploy, and mostefficient and effective voice technologies available today.

One patent, the System and Method for Operating a HighlyDistributed Interactive Voice Response (IVR) system (Patent No.:7,012,996), can be used to allow enterprises to geographically managethe flow of calls and leverage automation and live agent resourcesefficiently. As more contact centers convert to Internet Protocol,agents do not have to be recruited from a local geography, and soworkforces and assets are becoming more dispersed. Self-serviceoperations are better able to disperse with these other resourcesthanks to this Intervoice patent.

Another recently-awarded patent useful in aiding the manualprocess of transcribing what callers say on the phone, the Method andSystem for Enhanced Transcription, (Patent No.: 6,865,258), can beapplied across a number of highly-regulated industries. For example,regulations covering record maintenance will increase in bothhealthcare and financial industries over the next few years.Conversations and agreements taken over the phone will increase, andthe need to record and transcribe them will be essential tooperations. This patent provides for greater ease in transcribingthose instructions, conversations and agreements that take place bytelephone.

Finally, two additional patents -- Allocation of Resources toFlexible Requests (Patent No.: 6,845,154) and Resource ManagementUtilizing Quantified Resource Attributes (Patent No.: 6,978,006)address a long-standing problem in the field of call center automationby providing a method of matching agents' skills to customer needs. Bydoing this for all of the agents or voice system capabilities, one canthen assess the caller's needs and assign the best resource for thatcaller. Patent No. 6,845,154 specifically addresses the issue ofallocating agents to callers, where a caller has flexibility withrespect to being serviced by the agents. For example, a caller mayspeak both English and Spanish allowing that caller to be served byeither an English-speaking or a Spanish-speaking agent.

Intervoice currently has more than 100 US patents awarded orpending and continues to be active in the development of new andinnovative technologies. Full descriptions of the above-mentionedpatents are available at www.uspto.gov by doing a patent number searchunder issued patents.

About Intervoice

Intervoice, Inc. (Nasdaq:INTV) provides leading enterprises andnetwork operators with the Intervoice Solutions Framework, includingthe platform, software, applications and services necessary tooptimize the customer experience through the delivery of voiceautomation solutions. Intervoice Media Exchange, the open,standards-based multi-media platform, offers unparalleled flexibilityfor advanced multi-media messaging, portal, IVR and paymentapplications. The Company is focused on the enterprise and networkmarkets, providing solutions that improve operational efficiencies,drive revenue and increase customer satisfaction and loyalty. Buildingon more than 20 years of systems integration and service deliveryexperience, the Professional Services Agility Suite from Intervoice isdesigned to provide proven best practices toward design,implementation, and optimization of voice applications. Intervoicesystems have been proven in more than 23,000 implementations worldwideat companies across a variety of industries. A Microsoft CertifiedPartner and Certified Partner for Learning Solutions, Intervoice isheadquartered in Dallas with offices in Europe, the Middle East, SouthAmerica, Africa and Asia-Pacific. For more information, visitwww.intervoice.com.