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October 26, 2010

Nuance Picks InPhonex Platform for Speech-Enabled Contact Center Applications

By Anshu Shrivastava, TMCnet Contributor

InPhonex, a provider of telephony services, has agreed to supply Nuance Communications (News - Alert) with a high-capacity platform to stress-test its custom speech-enabled contact center applications.

“Once we understood Nuance’s very specialized business requirements, we built them something our more typical, private-label service provider customer probably never would have dreamed of,” said Matt Bramson, chief marketing officer at InPhonex (News - Alert).

Nuance Communications is a provider of speech solutions. Using InPhonex’s platform, the company is making thousands of simultaneous calls to applications that it has designed and deployed for Fortune 500 clients in retail, banking, travel and other industries.

Company officials said that these applications, tested on Nuance customers’ servers, automate common telephone transactions, including prescription refill requests, bill payments and airline-ticket purchases.

The InPhonex platform generates the sustained volume of incoming calls that are required to prove the resilience and capacity of Nuance’s applications, which automate functions that are usually performed by human agents.

Company officials said that InPhonex plays pre-recorded clips of callers’ utterances during the calls, and enables Nuance to test its customers’ contact center solutions before putting them into production.

“Given the caliber of our clients and the volume of calls handled on a daily basis, it is important that we ensure our speech-enabled contact center applications stand up under very heavy customer usage before we put them into production,” said Ken Arakelian, IT solutions architect at Nuance Communications.

With its channel capacity, InPhonex enables them to test, without having to purchase dedicated PSTN connectivity for our own test bed, Arakelian said, adding that thanks to InPhonex’s willingness to learn and adapt to the particular needs, “we are able to control our test methods and our budget.”

Earlier this month, InPhonex and Ringio (News - Alert) collaborated to create Ringio On InPhonex (ROI) – that brings SMBs intelligent, virtual PBX (News - Alert) features and functionality along with lower telecom costs.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Tammy Wolf

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