By Rajani Baburajan, TMCnet Contributor
Voxeo (News – Alert), a vendor of interactive voice response (IVR) platforms and IVR hosting for enterprises, call centers and IVR developers, announced that Artingence, “the artificially intelligent call center” has selected Voxeo as the platform for its unique call center automation system.
Contact centers largely rely on speech recognition technologies for automating common inquiries and connecting to live agents only when needed.
The partnership combines Artingence’s call center technology expertise that includes artificial intelligence, voice recognition and synthesized speech, and Voxeo’s competitive voice platform in both hosting and premise deployments, according to company officials.
The combined solution brings significantly greater success rates with automation, resulting in better service levels while at the same time achieving significantly lower costs. Contact center managers can configure and manage the Artingence system without the help of programmers or developers, making it well suited to contact centers of all sizes.
“Artingence selected Voxeo as the first choice as they provide exactly the infrastructure we need in terms of their standards-based platform and their reach and scalability,” Mark Gilbert, managing director of Artingence, said.
“The tremendous support that we receive from Voxeo throughout the lifecycle of design, implementation and operation allows us to focus on our core product and meeting the specific needs of our customers,” Gilbert added.
With Voxeo platform, Artingence can focus on the customization of the virtual agents and enable seamless integration with their customers’ back-end systems. Voxeo’s Prophecy premise solution enables them to deliver leading edge call center automation solutions.
“Artingence’s unique application of artificial intelligence to a contact center solution promises to radically change the customer experience in a voice self-service application,” John Amein, senior vice president of Strategic Partnerships at Voxeo, said.
“They are at the forefront of applying the latest advances in speech technology to produce high-impact business results,” Amein added. “We are pleased that Voxeo continues to be the platform of choice for companies like Artingence who are creating and delivering the next generation of solutions in the communications industry.”
Voxeo also announced it expanded its free developer program to include international SMS numbers, support for European languages and local direct inward dialing “DID” numbers.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani’s articles, please visit her columnist page.
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