Spoken Communications (News - Alert), a company offering enterprise cloud platform for contact centers, has inked new partnership agreement with Varolii, a specialist in customer interaction management.
According to Sharath Dorbala, Vice President of Product Management and Strategy at Varolii, this partnership enables them to leverage the patented knowledge of Spoken to enable Varolii to deliver a seamless experience across both inbound and outbound channels with consistent branding, self-service options and holistic reporting and analytics.
Varolii can use its proven customer interaction applications with Spoken's enterprise cloud that features the full suite of inbound contact center functionalities, including call switching, recording, monitoring and analytics as well as the company's unique, patented speech recognition IVR.
"Varolii's inbound solutions leverage guided speech recognition from Spoken and advanced personalization through Varolii ID, our personalization engine, to deliver a richer and more complete customer experience," added Dorbala.
In addition, Spoken's Conversational Interactive Voice Response (IVR) has won appreciations for offering automated self-service with cost efficiency combined with an exceptional customer experience. The IVR's hybrid model combines the latest in speech recognition technology with pinpointed human intervention to return 90 percent automated success rates and a more accurate customer experience.
“We are really excited about this partnership," says Spoken CEO, Howard Lee. "This partnership will extend the reach of our most innovative enterprise cloud product, the Conversational IVR, while helping Varolii to extend and improve customer interaction success rates by adding speech-recognition-enabled inbound calls. Together, we'll be able to better engage the customer and improve the efficiency of all customer interactions."
Currently supporting over 14 million contact center minutes per month on the platform, Spoken can deliver operational efficiency to any contact center and is a proven leader for a superior customer experience.
Edited by
Rich Steeves
