Speech Technology Magazine


SpeechStorm Releases Jackson IVR Framework

Jackson Framework IVR offers greater multilingual, mobile, and testing functionality.
Posted Jul 31, 2014
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SpeechStorm today launched the Jackson software release for its SpeechStorm Framework IVR (Interactive Voice Response) platform, including new multilingual, mobile, and testing capabilities. Also included as an integral part of the new Jackson release of the company’s SpeechStorm Framework is a new version of its Mobile eXperience (MX) app for iPhone and Android.

While the SpeechStorm platform already supports voice applications and multiple languages, Jackson's multilingual capabilities mean French and Spanish customers can now configure those applications through a business user interface, called the Control Centre, in their own languages.

Business users can manage all aspects of their voice applications in English, French, or Spanish, with Italian and German to be added soon.

The new release also includes the most comprehensive version of SpeechStorm Mobile eXperience (MX) for iPhone and Android, which allows complete customer service applications to be created and deployed through a drag-and-drop interface. 

SpeechStorm MX is designed to help organizations reduce call volumes, make more efficient use of resources, and improve customer experience by combining effective self-service and contact center interactions through the mobile devices in their customers’ hands.

SpeechStorm MX also includes out-of-the-box functionality for common self-service functions. For more complex queries, SpeechStorm MX ensures that customers can access the help they need with minimum fuss. When a call is connected from within the app, the advisor is provided automatically with the caller’s details and context from the mobile app, so there is no need to repeat information or go through tedious identification and verification steps before giving the customer the help they need. 

SpeechStorm MX can be used to configure and deploy complete customer service apps for iPhone and Android, either standalone or in conjunction with an IVR solution from SpeechStorm. Organizations can also choose to embed self-service and contact center connectivity from SpeechStorm MX with their own native apps built using other tools or incorporate custom functionality from separately developed apps into apps delivered using SpeechStorm MX.

The enhanced SpeechStorm MX also includes full integration with Genesys Mobile Engagement (GME) from contact center specialist and SpeechStorm partner Genesys. This enables app users who want to speak with customer service advisors to see the expected wait time for their call to be answered, giving them the choice to wait or choose a timeslot in which to be called back. Once connected, the advisor is also automatically provided with the caller's details and call context from the mobile app, so customers don't need to repeat information or go through tedious identification and verification steps before receiving the help they need.

Jackson also makes available the recently announced S/Connect for Cyara test case generation solution. Organizations using SpeechStorm and customer experience testing solutions from Cyara can generate test cases for load testing, performance testing, and ongoing monitoring with much less manual effort.

"We're very excited about the new functionality Jackson brings to our IVR offering," said Oliver Lennon, CEO of SpeechStorm, in a statement. "A lot of the new features, such as local languages, closer integration with Genesys and S/Connect for Cyara, have been directly driven by what customers told us they wanted, so we're looking forward to seeing how they, and others, put those features to use."

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