Voice Portal/IVR

Voice portal capabilities enable contact centers to integrate IVR and speech-enabled functionality easily into their customer-facing business processes, such as knowledge management or self-service applications for customer service, automated early-stage debt-recovery applications for collections, or event availability notification applications for sales. Functionality includes speech recognition, text-to-speech (TTS), speaker verification, and standard speech interfaces that support Media Resource Control Protocol (MRCP).

Voice portal/IVR capabilities allow you to:

• Leverage multichannel self-service functionality (IVR, IM self-service) with contact center and enterprise data sources.
• Empower customers to speak their requests rather than enter information on a touch-tone keypad, using automatic speech recognition (ASR).
• Deliver information to customers automatically and dynamically using text-to-speech (TTS).
• Pre-determine customer information and route a call to the appropriate skilled agent.
• Leverage industry standards for developing dual-tone multi-frequency (DTMF) and speech applications using VoiceXML.

​Blended Interaction^™
Unified communications-enabled and readily extensible, Blended Interaction unites inbound routing, Internet contact, voice portal, outbound dialing, and workforce management capabilities to empower your contact center to meet the increasing demands of Consumer 2.0.

Seamless Customer Service^™
Whether your contact center is centralized or distributed, Seamless Customer Service brings your business rules, hard-learned best practices and administration into a centrally managed platform.

Streamlined Collections^™
Streamlined Collections automates early-stage collections and enables expert agent engagement for a more effective delinquent account targeting strategy to improve collections results.