Contact Center Technology Feature Article

Amcat announced this week that it has integrated ScanSoft, Inc.s RealSpeak text-to-speech technology into Amcats Contact Center Suite, an inbound, outbound & blended contact center software solution. ScanSofts RealSpeak technology enhances Amcats Self Service Application Builder, the self-service - IVR portion of Contact Center Suite.

The Amcat and ScanSoft solution automatically captures text from third party applications such as databases and/or other enterprise content such as the Web, and converts it into natural-sounding, synthesized speech. RealSpeak supports more than 20 languages and has more than 30 voices in a variety of different accents and speaking styles.

Amcats Chief Technology Officer, Jim Texter commented, After hearing the exceptional quality of ScanSofts synthesized human-sounding speech, we 2 immediately began plans to embed this functionality into our own technology. Unlike lower-end Text-to-Speech (TTS) solutions, where it is obvious that the voice is computer-generated, with ScanSoft RealSpeak it is difficult to distinguish it from a real live voice. The implications for TTS within a contact center environment are massive. The key is that many calls that were formerly handled by live call center representatives can now be handled by Amcats Self Service solution with TTS. This frees up more costly agents to handle more complex calls where their skills can be put to best use. The overall result is improved customer service with lower costs.

The benefits of adding TTS to Amcats Contact Center Suite:

• The addition of ScanSoft RealSpeak TTS functionality into Amcats Communications Framework (ACF) will allow contact centers to:-
• Reduce labor and time-to-market costs through automating voice messaging for both inbound & outbound contacts
• Reduce call waiting and information using IVR
• Apply TTS for outbound calling via voice broadcasts such as sales campaigns, customer loyalty & retention

For inbound services, contact centers can configure the system to provide customer account or service information accessed directly from databases and/or other content. In conjunction with Self Service IVR, TTS is available 24 hours a day.

For outbound applications, TTS can be used for a wide variety of messaging, customer loyalty and customer life cycle management activities. For example an airline may improve customer loyalty and retention by updating its passengers with flight times or delays. Within seconds, TTS based broadcasts can be sent out to an entire passenger list.