January 03, 2013
KooKoo Kicks Off Its Multi-Lingual IVR Solution for Enhanced Customer Experience
Cloud telephony startup, KooKoo, is looking to extend its reach for increased customer satisfaction and overall experience, having recently revealed that its IVR solution can now support 10 Indian languages.
“To support Indian languages at least in a limited domain, we are releasing a new tag (News - Alert) <say-as> which provides the language packs for 10 Indian languages. Using this you can now play dates, numbers [and] currencies in 10 Indian languages. The tag is intelligent enough to play the text in a grammatically correct fashion depending on the language,” the company beams in a blog post today.
But what is IVR if it’s synthetic and robotic sounding? Certainly more trouble than it’s worth, in KooKoo’s opinion, as the company has made it clear that it offers authentic options for Indian customers, adding, “Combining say-as tag with playaudio tag, you can create IVRs which sound very professional instead of the robotic TTS voice.”
In an interview today, founder and Principle Architect of KooKoo, Chaitanya C, divulged that this new development was primarily driven by customer demand, as well as the startup’s own desire to expand its growing customer base, explaining, “Yes. Since quality of text to speech in Indian languages is not too great and since dates, numbers and currencies are the most common values played out to customers (other than names), our developers were looking for something better and easier to use and hence we built this…Now you can play order details and when your order will be delivered in 10 languages for example. So wherever there is an IVR with a local language requirement, this now becomes an option.”
This year, the company’s resolution is to become a multi-channel API, boasting additional channels such as e-mail, social media, chat and more, according to the interview.
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Edited by Brooke Neuman