In a bid to improve lifelike speech interactions, Vocalcom
have partnered to combine their respective technologies and create a digital assistant, Saynergy.
The new offering provides advanced natural language interaction and makes it possible for enterprises to improve user experiences with lifelike speech interactions that offer another level on interaction over the limited field of context and set commands of past systems.
For contact centers, this means the ability to manage open questions from their customers and helps solve complex questions through dialogue, just as with a live agent.
Saynergy is commercialized by Vocalcom, a company providing enterprises with lifelike speech interactions in the contact center and is powered by Loquendo's (News
) speech technology offerings.
The solution also includes photorealistic avatar technology from Umanify which are Web compatible and on mobile devices like the iPhone and Google’s Android (News
"The strategic focus of our partnership impacts positively on millions of customers, users and citizens alike: at last a single solution providing 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.
Because today's customers demand services and support like those provided by live agents and from a number of mediums, this new offering makes use of Umanify's Digital Interactive Assistants so users can have a direct, lifelike interaction whether they contact the company via call center, the Web or a cell phone. Also, the speech solutions make it possible for even the visually disabled to interact with these applications and reach a company with their queries.
Saynergy also reduces maintenance requirements and ultimately helps companies save on costs and pull ahead even in the competitive contact center market.
“Saynergy represents the convergence and synergic integration of technologies from Vocalcom-Infinity, Loquendo and Umanify. The result is a unique, multichannel solution for the customer service market. Umanify strongly supports ongoing innovation in interface design for this type of solution in order to obtain a more natural, direct and satisfactory user experience. Thanks to the technological excellence of the partners involved in this initiative, we managed to easily overcome the great technological challenge of putting together the latest in natural language technology, synthetic speech and automatic speech recognition using a unique assistive interface, namely Saynergy, supporting cell phones, web and contact centres”, said Francisco Martín, CTO for Umanify.
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