Amcat Signs OEM Agreement with ScanSoft
- Combination to Provide Comprehensive Solutions for Voice Self-Service in Contact Centres
Manchester, UK, 26 May, 2005 - Amcat, a global leader in call centre technology solutions, today announced that it has integrated ScanSoft, Inc.'s RealSpeak® text-to-speech technology into Amcat’s Contact Centre Suite, a comprehensive inbound, outbound & blended contact centre software solution. ScanSoft’s RealSpeak technology enhances Amcat’s Self Service Application Builder, the IVR portion of Contact Centre Suite.
The Amcat and ScanSoft solution automatically captures text from third party applications such as databases and/or other enterprise content such as the Web, and converts it into natural-sounding, synthesised speech. RealSpeak supports more than 20 languages and has more than 30 voices in a variety of different accents and speaking styles.
Amcat’s Chief Technology Officer, Jim Texter commented, “After hearing the exceptional quality of ScanSoft’s synthesised human-sounding speech, we immediately began plans to embed this functionality into our own technology. Unlike lower end text-to-speech (TTS) solutions, where it is obvious that the voice is computer-generated, with ScanSoft RealSpeak it is difficult to distinguish it from a real live voice. The implications for TTS within a contact centre environment are massive. The key is that many calls that were formerly handled by live call centre representatives can now be handled by Amcat’s Self Service solution with TTS. This frees up more costly agents to handle more complex calls where their skills can be put to best use. The overall result is improved customer service with lower costs.”
The benefits of adding TTS to Amcat’s Contact Centre Suite:
The addition of ScanSoft RealSpeak TTS functionality into Amcat’s Communications Framework (ACF) will allow contact centres to:-
- Reduce labour and time-to-market costs through automating voice messaging for both inbound & outbound
- Reduce call waiting and customer dissatisfaction by offering TTS information using IVR
- Apply TTS for outbound calling via voice broadcasts such as sales campaigns, customer loyalty & retention
For inbound services, contact centres can configure the system to provide customer account or service information accessed directly from databases and/or other content. In conjunction with Self Service IVR, TTS is available 24 hours a day.
For outbound applications, TTS can be used for a wide variety of messaging, customer loyalty and customer life cycle management activities. For example an airline may improve customer loyalty and retention by updating its passengers with on flight times or delays. Within seconds, identical TTS based broadcasts can be sent out to an entire passenger list.
Amcat™ is a leading provider of intelligent contact centre solutions to power dramatic increases in productivity, agent professionalism, and campaign management flexibility. Amcat solutions enable companies to increase operating efficiencies and to continually enhance the quality, capabilities and services available in their contact centre. As a result, contact centres see a dramatic increase in outbound and inbound productivity, a higher level of agent professionalism and the ability to make rapid adjustments to campaigns and operations. Founded in 1991, Amcat has a global customer base of more than 1,100 contact centres. For more information visit www.amcat.co.uk or call 0800 169 2028.
ScanSoft and RealSpeak are registered trademarks or trademarks of ScanSoft, Inc. or its subsidiaries in the United States and/or other countries.
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