Call Center Speech Platform Gives Voice to More DataBy Matthew Hicks | Posted 2004-06-29 Email Print
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TuVox announces an update to its voice platform that gives a voice to data retrieved from databases and Web services.TuVox has launched an updated version of its call center speech platform that can voice-enable information retrieved from databases and Web services.
TuVox CVR 4.0, announced Monday, expands a technology the company calls "SmartGen" to build speech dialogs, prompts and grammars in order to navigate data from SQL databases and Web services, said Steve Pollock, executive vice president and co-founder of TuVox Inc.
The new feature will allow call centers to use speech recognition to conduct automated transactions such as retrieving insurance claims data or ordering products, he said.
"By having the ability to deploy sophisticated speech applications that are equal to or better than an agent, customers will actually use the application," Miller said.
The latest TuVox CVR release also adds a new feature called Predictive Recognition for testing and fine-tuning speech applications. It predicts words and phrases that might be misunderstood by a speech application before it is deployed to callers, Pollock said.
TuVox CVR 4.0 will be generally available in September. The Los Altos, Calif., company offers the software both in an enterprise license model and as a service. Pricing varies, but an average deployment can cost about $350,000, officials said.