Recently VoltDelta (News - Alert) officials gave a summation of some compelling reasons why businesses interested in expanding their call center options and functionality should be looking at voice recognition, specifically VoltDelta’s OnDemand voice recognition resources.
Good products in the field combine up-to-date speech science, experienced Voice User Interface (VUI) design and technology for engaging and effective voice self-service. VoltDelta, for example, can provide “multi-channel support such as SMS messaging to confirm a speech response, call recording, and whisper on agent transfer to avoid repeating steps,” company officials say.
They point to a few specific features potential buyers of such technology should be aware of:
CrystalWAVE. This is the Crystal Weighted Average Voice Evaluation technology, using multiple, simultaneous grammar evaluation techniques with context sensitivity to improve recognition accuracy while reducing speech tuning requirements.
Scalability and reliability. A primary concern. More than 2 billion calls and 2 billion SMS messages annually are handled by VoltDelta’s DeltaTouch OnDemand infrastructure, and company officials claim 99.99 percent reliability, for “confidence in performance for the most challenging call and message volumes.”
Personalization. Another major concern. VoltDelta’s LSSiDATA (News - Alert) Business Unit provides what company officials describe as “a vast repository of wireline, wireless and alternative landline numbers with associated caller data to enable personalized call handling.”
VUI and speech expertise. VoltDelta’s team of Voice User Interface designers and speech scientists can draw on call volumes now exceeding 2 billion per year. The VoltDelta technology, combined with design which includes complex dialogs, advertising injection and large grammar support, is engineered to provide a unique resource of skills for any speech application.
Converged platform with international reach. Inbound and outbound speech along with SMS messaging and call recording for North America and beyond “allow VoltDelta to support the widest range of near-term requirements with resources for anticipated expansion,” company officials say.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco