Contact center software suite provider Indosoft has launched AMD (News - Alert) and Voicemail Beep Tone recognition functions within its Dialplan Builder to implement dialer driven outbound Interactive Voice Response (IVR) applications.
The AMD and Voicemail Beep Tone recognition functions are aimed at offering a better method for assessing if an outbound call has been connected to a live person or an automated recording system.
Targeted at dialer based outbound IVR applications, the enhancement assists Q-Suite, a contact center software suite from Indosoft, to offer a simple mechanism for launching voice broadcasting and notification services.
"The implementation of Asterisk (News - Alert) Speech Recognition API through UniMRCP makes available powerful speech recognition functionality provided by well established Speech Recognition Engines,” said Gabe Bourque, CEO at Indosoft (News - Alert), in a statement. “The Dialplan Builder and the Dialer driven contact management system within Q-Suite allows quick execution of powerful outbound IVR campaigns."
"Customer contact operations using Q-Suite can unleash impressive IVR applications with the availability of powerful speech recognition functions within the Dialplan Builder. Such out-of-the-box tools within Q-Suite's call center software empower contact center operations immensely," Bourque added.
The new addition will benefit enterprises which are planning to set up Asterisk based contact center operations using Q-Suite. Businesses can set up and manage outbound IVR notification services very well as a part of their customer contact operations. Indosoft combines its outbound dialer and IVR capabilities for enhancing the usability of recognition functions within its Dialplan Builder.
The newly added speech recognition functions enable organizations to automate customer interactions and improve productivity of contact center operations. Both are important aspects especially during slowdown in business.
The Dialplan Builder within Q-Suite provides access to Asterisk Dialplan functions and Q-Suite ACD functions. AMD and Tone detection based on Lumenvox Speech Engine provides accurate detection of Answering Machine and voicemail beeps – two key functions to assist businesses to improve customer satisfaction.
Recently, Indosoft announced the enhancement of the Web Services that can be leveraged for increased business-to-business application integration to Q-Suite 5.5. These new capabilities enable external applications to integrate directly into Q-Suite's predictive dialer to improve overall contact center operations.
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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Rich Steeves