Faster, more comfortable and cost-effective

EDS Global Field Services develop ASP solutions for the voice controlled help desk. Clients of EDS Global Field Services profit from better service and lower costs.

Frankfurt/Stuttgart, 22.12.2005. EXCELSIS provides the know-how and its voice portal products, EDS Global Field Services provides the knowledge around helpdesk solution processes for their clients.

Central to the automated help desks by EXCELSIS is the biometric voice recognition and identification of the caller. As soon as the caller is identified, he can use all available services and functions via speech, for example the fully automated password reset and reissue, or calling up internal company information.

What makes such a system so interesting? The main advantage: Voice portals increase user satisfaction. The user obtains information and services quickly, comfortably and in a user-friendly way. No tiresome typing interrupts the contact, the caller does not wait in a queue. The user expresses himself and his wishes as usual - like to a natural person.

Voice portals save costs: The standard "password forgotten" request at the helpdesk can be fully automated and operated quickly and in high quality. Compared with conventional procedures, process costs in the range of 50% and more can be saved with a speech based help desk.

One thing is clear: Speech is the natural interface of the world. Voice portals allow company internal processes to be made accessible for the first time via telephone infrastructures. Thanks to the cooperation between EDS and EXCELSIS, sophisticated speech technology in combination with existing help desk processes becomes an integrated, stable solution.

Examples for the ideal applications of the voice portal besides the automated password reset are the automatic creation of trouble tickets as well as the referral to the help desk via CTI interfaces, information on the processing status of existing tickets, the prequalification of calls, the call routing via a stated location, the prequalification or the time. Voice portals are further suited as an announcement service for general malfunctions, to order consumables, to take stock via voice, as a speaking manual or for FAQ self service.

Considering the multitude of services available via the voice portal and their advantages it is obvious: The automated help desk is a market of the future. That is why EDS Global Field Services and EXCELSIS have decided on an intensive cooperation. Jürgen Pultar, director of EDS Global Field Services: "Our clients are profiting enormously from the new possibilities and are using automated help desks to reduce costs and improve services."

At EXCELSIS, Christian Sauter, of the supervisory board states: "EDS and EXCELSIS are accredited and leading businesses in their own fields. The combination of both our competences creates convincing added value for our clients."

About EXCELSIS

EXCELSIS Business Technology AG is one of the leading solution providers for speech portals and voice solutions worldwide. These solutions are deployed in television and radio media, finance and telecommunications, health care, transport and traffic, trade, utilities and public institutions. The speech solutions by EXCELSIS are built on a development platform based on the worldwide standard VoiceXML. In addition, EXCELSIS offers standard solutions for banking, brokerage, distribution, trade, information systems, customer management and help desk automation. Different requirements get different solutions, from the completely managed service to pay-per-use.

More than 100 institutions worldwide belong to the circle of customers of the EXCELSIS Group: 9Live, American Express, Cablecom, Debitel, dit, EnBW, HVB, LBBW, Orange, Rothschild, SAP, T-Com, Telecash, UBS and the United Overseas Insurance in Singapore. EXCELSIS was founded in 1998 in Stuttgart, engages more than 120 employees and has offices in Berlin, Bern, Luxembourg, Singapore, Stuttgart, Sydney and Zurich. The company, which is privately owned, has been profitable since its foundation.

About EDS Global Field Services

EDS Global Field Services is represented in Germany in over 30 locations. As full subsidiary of EDS Germany, EDS Global Field Services is part of an enterprise which serves more than 10,5 million IT systems in 45 countries with almost 110,000 employees worldwide.

In July 2003 the businesses Memorex Systemhaus, STS Service & Technical Solutions and PlanOrg merged, including in March 2004 EDS Business Solutions, to become EDS Global Field Services. Furthermore, Systematics Communications GmbH has been integrated into their provision concept.

Their business portfolio, based on profound manufacturer know-how and 40 years experience in the market, comes together in the four modular service pillars: hardware & support services, software & systems services, infrastructure services and project & implementation services.

www.edsgfs.de

Contact

EXCELSIS Business Technology AG
Daniela Burger - Head of Marketing
Sophienstr. 41
70178 Stuttgart - Germany

Phone +49 711 6 20 30 113
daniela.burger@excelsisnet.com

EDS Global Field Services GmbH
Frank Dörigmann - Manger Business Unit Workplace Services
Berner Straße 38
60437 Frankfurt – Germany

frank.doerigmann@edsgfs.de