Speech technologies play an important role in the contact center for the ability to improve customer interactions and the overall experience for callers.
In a bid to improve their product portfolio, contact center solutions provider Vocalcom
has partnered with Loquendo
for their ASR and TTS offerings.
speech recognition technology is capable of recognizing a large scale vocabulary of continuous speech, even in noisy environments, and can be used for automated directory services and voice portals.
With Loquendo TTS
, developers are provided with a number of emotional and lifelike voices that can be uniquely developed to fit specific needs in a number of languages.
With both Loquendo's offerings included in Vocalcom Spain's portfolio, it becomes easier for callers to leverage any available interaction channel and pose "open questions" that the solution can answer in context with the rest of the conversation – making the interaction very close to one with a human agent.
For businesses, the new offering reduces maintenance and running costs of their contact centers and helps them to reach additional markets including international callers from around the world.
"The focus of this partnership is strategic and impacts positively on millions of customers, users and citizens, bringing them, at last, a solution that provides natural, high quality and extremely accessible customer care services in a broad range of languages" said Gabriel Navarro, Managing Director for Vocalcom’s Spanish, Portuguese and Mexican Operations.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi