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Five9 Announces new Speech Recognition Capability for its Hosted Contact Center Software Suite
Hosted contact center solution provider Five9 has offered cutting edge cloud solutions for call centers since its inception in 2001. This week the company has unveiled a new IVR offering, with the release of self service speech recognition that can be used as a standalone product of in conjunction with the company’s larger suite of call center solutions.
The advancement will allow Five9’s (News - Alert) IVR to analyze incoming calls and provide appropriate responses in real time. The terms and responses can be modified by an easy to use graphical interface, eliminating the need for callers to speak with agents and providing quick and effective answers. The unit will offer a cost effective way to handle tasks that would otherwise require the full attention of an agent.
“The Five9 IVR with Speech Recognition delivers advanced capabilities in an easy-to-use package that enables rapid development of sophisticated voice self-service applications,” said Jim Dvorkin, CTO for Five9. “And, since it’s based on the Five9 Cloud Computing Platform for Call Centers, the Self-Service IVR can leverage web services to integrate with any source of customer data so that callers can complete the transaction without ever talking to call center agents. Five9 Partners and Developers will benefit from the opportunity to build integrated self-service applications on our platform and deliver increased business benefits for our mutual clients,” continued Dvorkin.
Deployment of this software can easily be utilized by a variety of industry but has practical application in bill payment, store and branch location queries, debt collections, appointment reminders, order status and reservations requests all of which can easily be handle without the need for a customer service representative.
Speech recognition and self-service has become another necessity in the call center space and Five9 seems fully poised to capitalize on the growing market with this most recent announcement.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco
