Genesys And Interactions Pushing The Limits Of Customer Care Solutions
Genesys, a leader in the contact center solutions industry, has teamed up with Interactions, a customer care and speech technology powerhouse, to offer customers the next generation of speech technology-based solutions.
This partnership looks set to push the capabilities of customer service and speech technology to a new level. These two industries have been impacting each other more and more over the past 10 years and it doesn’t look like it’s going to slow down anytime soon.
Why do we have such high hopes for these industries? And why would Genesys want to integrate Interactions’ Curo Speech into their own platform? Let’s take a closer look at what these companies do and how their technologies go hand in hand.
What is Curo Speech?
Curo Speech is Interactions’ speech technology platform. Interactions sells this platform to other businesses looking to integrate speech technology into their own solutions. Curo Speech includes several speech technology functions:
- Text-to-Speech (TTS) – Seeing as this is the Text2Speech Blog, we hope you already have a basic idea of what TTS is. Simply put, text-to-speech is the process of analyzing written text and converting it into audible speech.
- Automatic Speech Recognition (ASR) – The opposite of TTS is ASR. This process involves analyzing speech and converting it into text.
- Voice Biometrics – Similar to ASR, but it serves a different purpose. Instead of trying to understand what is being said, voice biometrics analyzes speech to understand who is saying it. This is usually used for identification and security purposes.
- Natural Language Processing (NLP) – This is what takes ASR to another level. NLP is the ability of a computer to understand what is being said. Once the speech is converted to text, the computer analyzes the text to know what you meant with what you said. This is how applications like Siri can provide you with a map of nearby restaurants after you tell it that you’re hungry.
After acquiring the AT&T Watson platform in 2014, Interactions was able to integrate that technology into their own platform. With this, and years of previous work, Curo Speech has become one of the latest and most advanced multi-modeled speech solution in the market.
What Does Genesys Provide?
Taken straight from their website, Genesys says they are the “global omnichannel customer experience and contact center solution leader.” One of the most popular and in-demand contact center solutions is an IVR platform.
IVR is Interactive Voice Response. IVR allows computerized telephony systems to interact with humans. These applications are being used more and more to operate call centers. With an IVR platform, you wouldn’t need to hire a team of customer service agents to take calls. Instead, the IVR system will be able to take the call and interact with the caller.
Genesys Voice Platform (GVP) is an IVR platform developed by Genesys. GVP is considered to be a top-tier IVR platform and it has proven to deliver results for the companies that use it. GVP has scored high marks for customer satisfaction as well.
At this point, it’s probably becoming clear why these two companies would partner up. Customer experience platforms are high in demand. And high quality speech solutions are the backbone of customer experience platforms.
After all, what good would a virtual assistant be if they can’t ever understand what you are saying to it? And would you be satisfied if the voice on the customer service line sounds robotic and confusing?
This is why having accurate ASR capabilities and a realistic text-to-speech voice is so vital. Customer experience depends on natural-flowing interactions between machine and human. The platform needs to understand what is being said, and it needs to respond to the customer with a high quality voice.
Genesys has become a leader in the customer experience solution industry because they have used the best that the speech technology industry has to offer in their products, including NeoSpeech’s own voices!
Interactions has also seen success because they have provided high quality speech technology solutions to their customers, and yes, this includes NeoSpeech’s own voices as well! Genesys’ partnership with Interactions looks like another step in the right direction for both companies.
At NeoSpeech, we’re looking forward to seeing how Genesys and Interactions can impact the business world with their technology. And we’re excited to see how our own voices are going to be put to work in the coming years.
Genesys has been pioneering the customer service industry since 1990. By harnessing the power of the latest technologies, Genesys has strived to enable businesses to intelligently manage interactions between companies and customers with the goal of improving customer satisfaction.
Interactions is a provider of speech technology to help customers and businesses engage in productive conversation. Interactions was founded in 2004 with the goal of combining technology with human intelligence.
What do you think?
How do you think speech technology can impact the customer service industry? Let us know in the comments!
Learn More about NeoSpeech’s Text-to-Speech
To learn more about the different areas in which Text-to-Speech technology can be used, visit our Text-to-Speech Areas of Application page. And to learn more about the products we offer, visit our Text-to-Speech Products page.
If you’re interested in adding Text-to-Speech software to your application or would like to learn more about TTS, please fill out our Sales Inquiry form and one of our friendly team members will be happy to help.