Lifesize Partners with Omilia to Bring Conversational AI to the Contact Center

Immersive enterprise communications solutions provider LifeSize recently announced it partnered up with conversational AI solutions provider Omilia (News - Alert) for an all-new way to have omnichannel experiences in the contact center.

Today’s call centers are under more pressure than ever to increase communications capabilities and assist customers by responding quickly to requests. Since the Coronavirus pandemic, businesses worldwide have seen an uptick in inbound queries for their contact centers. Many are struggling to keep up with the demand and cannot take services to the next level.

Artificial Intelligence-driven technologies provide an innovative, automated way to meet contact centers’ needs while also reducing spending and improving overall efficiency.

This latest partnership and integration increases automation possibilities for companies using the LifeSize (News - Alert) CxEngage cloud contact center platform. This includes the use of web chatbots, IVR, and social media messaging to assist with answering questions without the need for a live agent. The system can gauge the reason for an inbound customer call and route them to the best agent. Less misrouted calls translate to cost savings.

Omilia’s AI-powered natural language understanding is localized for use in up to 24 languages.

Other features offered include voice biometrics tools to authenticate callers based on their voice. This prevents fraud and cuts down on total call time. Additional features can also be customized to address different verticals’ needs, from healthcare and insurance to utilities, food service, and more.

“Our partnership with Lifesize speaks to our commitment to make advanced conversational AI technology more accessible,” said Dimitris Vassos, CEO of Omilia.

“Companies using the Lifesize CxEngage cloud platform can now provide a customer service experience that makes it easy to engage with a virtual agent while significantly reducing costs. A combination of our unique natural language understanding capabilities, state-of-the-art speech recognition engine, and omnichannel dialogue management platform is advancing our industry, and we are proud to bring the value of our solutions to Lifesize customers.”

Edited by Maurice Nagle