Avaya, a provider of business communications applications, systems and services, has announced an expansion of its relationship with Loquendo, a global speech technology provider.

 

This relationship is expected to provide Avaya (News - Alert) customers with new and enhanced speech self-service options for a broad range of advanced contact center solutions.

 

Already a participant in the Avaya DevConnect program, Loquendo (News - Alert) and its MRCP Server are certified to work with Avaya Voice Portal, the company’s flagship speech self-service solution for contact centers, and the Avaya Interactive Response offering.

"This strategic relationship with Loquendo aligns with our commitment to offer the best technologies available to enhance customer service experiences," said Anthony Bartolo (News - Alert), general manager, Contact Center Communications, in a statement. "The adoption of speech self-service in the enterprise continues to accelerate, and by working with industry innovators such as Loquendo, Avaya will continue to help businesses reach new levels of customer service."

With this relationship, Avaya is able to resell Loquendo speech technology licenses as a speech automation solution for Avaya Voice Portal in 27 languages worldwide.

Speech technologies from Loquendo can also be integrated with other Avaya contact center solutions, such as Intelligent Customer Routing, which can unify delivery of exceptional customer care across self and assisted service, and Proactive Outreach, the multi-channel outbound self-service solution for improving customer response. 

"We are particularly proud to extend our reach as enablers of Avaya's superior range of self-service and IVR solutions -- which lead in providing customers around the world an enhanced user experiences," said Davide Franco (News - Alert), Chairman and CEO of Loquendo. "The addition of Loquendo's portfolio of multilingual speech technologies gives Avaya's customers worldwide a compelling option for speech self-service using the best available technologies."

The combination of these technologies has already been adopted by customers worldwide to develop customer help desks, self-service banking applications, railway timetable enquiry services and football match information and ticketing.