385 — Aspect Communications extends IP-based Customer Self Service capabilities With Support for version 2 of VoiceXML speech recognition standard

Aug 6, 2002 | Conteúdos Em Ingles

Enables businesses to create a new generation of phone-based customer self service applications using advanced speech recognition interfaces that reduce customer contact handling costs.

Aspect Communications Corporation the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, announced in 5 August the first IP-based self-service offering with VoiceXML (VXML) capabilities.

The combination of IP-based self-service with VXML will allow businesses to offer customers new ways to use voice self-service. While customers are accustomed to voice self-service for routine tasks like checking balances and paying bills, IP and VXML open a wide range of more complex activities such as filling out forms, placing detailed orders or completing any transaction that could be handled on the Web.

Using IP-based self-service that supports VXML, enterprises can simplify their infrastructure and reduce costs by automating many more customer service tasks than are automated today.

Aspect’s solution has several unique features that will let companies quickly and affordably develop newer, more useful self-service applications for customers. It offers a single development environment for creating rules that handle self- and live-service via voice, the Web and e-mail. Aspect’s software is completely standards-based and integrates with VXML 2.0, allowing customers to perform the same self-service functions over the phone that they perform on the Web.

Using natural language, customers can request information, fill out forms and place orders, and the enterprise uses the same databases, application servers and business rules as it does for the Web to process the voice self-service interactions.

The Aspect® IP Contact Suite enables fully integrated multichannel communications, including traditional voice technologies (PSTN), VoIP, e-mail and Web collaboration. Voice traffic travels over the same IP network as data and other communications such as e-mail and Web-based communications, versus over a separate circuit-switched network. Aspect’s solution merges all communication into a unified queue and delivers it to the integrated desktops of service representatives.

One network for voice and data centralizes administration, and the browser-based desktop applications empower the representatives to respond to contacts via all channels-voice, e-mail, Web chat, assisted browsing and more-on a single desktop with an easy-to-use interface.

Unlike stand-alone IVRs, Aspect’s self-service software is fully integrated into the Aspect IP Contact Suite, forming part of a reliable and affordable overall solution for managing customer contacts. The single development interface also reduces application development time and costs. Aspect’s self-service technology provides automated customer service, using links to databases and platforms to ensure that customers have access to the appropriate information needed to complete transactions.

The software gives customers the ability to request live assistance, routing the contact along with relevant information to the appropriate representative. Aspect self-service also features the most advanced speech recognition technology available, allowing customers to interact using natural language instead of limiting responses to a word or number.

“Aspect equals convergence,” said Gary Barnett, Aspect’s chief technology officer. “A lot of companies are talking about convergence, but Aspect is proving the benefits of convergency by bringing it to the contact center in a way that lets businesses reduce costs and improve customer service. We’ve extended the capabilities of the Aspect IP Contact Suite to include voice self-service, and we’re proud to be the first in the industry with VXML capability. Unlike stand-alone IVR vendors, Aspect offers proven, reliable self-service that is fully integrated into a part of an overall solution.”


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