Amcat announced this week that it has integrated ScanSoft, Inc.s
RealSpeak text-to-speech technology into Amcats Contact Center Suite, an inbound, outbound & blended contact center software
solution. ScanSofts RealSpeak technology enhances Amcats Self Service
Application Builder, the self-service - IVR portion of Contact Center Suite.
The Amcat and ScanSoft solution automatically captures text from third party
applications such as databases and/or other enterprise content such as the
Web, and converts it into natural-sounding, synthesized speech. RealSpeak
supports more than 20 languages and has more than 30 voices in a variety of
different accents and speaking styles.
Amcats Chief Technology Officer, Jim Texter commented, After hearing the
exceptional quality of ScanSofts synthesized human-sounding speech, we
immediately began plans to embed this functionality into our own technology.
Unlike lower-end Text-to-Speech (TTS) solutions, where it is obvious that the
voice is computer-generated, with ScanSoft RealSpeak it is difficult to
distinguish it from a real live voice. The implications for TTS within a contact
center environment are massive. The key is that many calls that were
formerly handled by live call center representatives can now be handled by
Amcats Self Service solution with TTS. This frees up more costly agents to
handle more complex calls where their skills can be put to best use. The
overall result is improved customer service with lower costs.
The benefits of adding TTS to Amcats Contact Center Suite:
- The addition of ScanSoft RealSpeak TTS functionality into Amcats
Communications Framework (ACF) will allow contact centers to:-
- Reduce labor and time-to-market costs through automating voice
messaging for both inbound & outbound contacts
- Reduce call waiting and
information using IVR
- Apply TTS for outbound calling via voice broadcasts such as sales
campaigns, customer loyalty & retention
For inbound services, contact centers can configure the system to provide
customer account or service information accessed directly from databases
and/or other content. In conjunction with Self Service IVR, TTS is available
24 hours a day.
For outbound applications, TTS can be used for a wide variety of messaging,
customer loyalty and customer life cycle management activities. For example
an airline may improve customer loyalty and retention by updating its
passengers with flight times or delays. Within seconds, TTS based broadcasts
can be sent out to an entire passenger list.