Ctalk contact centre system has native speech recognition capability. From a simple telephony front-end, allowing callers to state their requirement, to a full-blown automated system handling transactions autonomously. Speech recognition using ctalk contact centre system can be added to any telephony system or it can be standalone when using ctalk contact centre system. Create a simple, intuitive and natural interface for callers. Replace a complex multi-level menu with a single spoken command or phrase. Save time, caller frustration and increase first call resolution.
No speech recognition system is 100% correct all of the time. At best you get 90%, so what you do with the other 10% is very important. Unique to the ctalk contact centre system, the all-in-one-box architecture allows poorly-understood speech requests to be passed to a live person (without the caller knowing). This avoids callers having to re-state their request.
Intelligent dial tone allows users to “talk” over the dial tone and to issue commands. For example, state the name of the person or department you want, internal or external, and the system will connect you. This is context sensitive – say “Home” and ctalk contact centre system will dial your home number.
Ctalk contact centre system has a built in speech recognition receptionist called SayMyName. This allows callers to say the name of the person or department they require and ctalk contact centre system will transfer the call automatically. The names and numbers are pulled from a database or out of Active Directory. The speech grammars are automatically created.
Direct the call with a simple spoken word or phrase. Uniquely, ctalk contact centre system can play unrecognised requests to a live agent for redirection without the caller’s knowledge.
Text-to-speech can play back detailed information such as account status or notes. Used in conjunction with speech recognition a complete transactional environment can be automated.
Pick up the phone and say what you want – no more looking up numbers or miss-dialling. Simply state your request and the system will do the rest.
Integrate with an existing system for Database lookups, CRM, policy information or any other business system.
Ctalk contact centre system’s Graphical Workflow Interface is at the heart of ctalk’s voice recognition. It makes it quick and simple to setup recognition applications.
Ctalk’s platform can use any speech recognition engine. We have extensive experience with Nuance and Microsoft.
