Speech – Self Service
For further information on voice recognition technology, see the contact center speech recognition vendors below. To learn more about how these call center software solutions can enhance your services, improve customer care, improve the customer experience, and improve contact center CRM, watch an on-demand webcast or read a software white paper on this topic.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
Avaya is the global leader in contact center and enterprise customer communication solutions. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, service and competitiveness.
Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation.
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
InMoment™ is a cloud-based customer experience (CX) optimization platform that allows companies to listen to and engage with their customers to improve business results through better experiences. The company is the leading VoC vendor for the contact center industry, offering comprehensive voice solutions (including speech to text, live agent analysis, verbatims, inbound and outbound IVR, service-to-survey routing, and a proprietary telephony architecture) as part of the Experience Hub™, a platform that provides Voice of Customer (VoC), Social Advocacy and Reviews, and Employee Engagement technology. InMoment also provides strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries.
Nuance provides tailored customer service solutions that support intuitive and pleasing interactions between companies and their customers. Our full suite of customer care solutions – including speech-enabled IVR, full-service hosting, proactive outbound notifications, routing and CTI services, desktop optimization and business consulting – enable organizations with complex and evolving customer care operations to earn happy, loyal customers.
Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (text, speech, data, and customer feedback surveys), desktop and process analytics, performance management analytics, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
VoltDelta OnDemand is a global provider of virtual contact center and voice recognition solutions. Organizations around the world partner with VoltDelta to deploy contact centers and remote agents, enable self service with patent-pending speech technology, and communicate with multi-channel support. Over 2.4 billion calls and 2 billion SMS text messages per year are processed within VoltDelta’s on demand infrastructure.