Inference Solutions Enables Conversational AI for Cisco’s On-Premise Platforms

Inference Solutions, a global provider of Intelligent Virtual Agents (IVAs) for sales and service organizations, launched new solutions that extend the self-service capabilities of Cisco Unified Communications Manager (UCM), Unified Contact Center Enterprise and Unified Contact Center Express (UCCE/X). Enterprises using these on-premise solutions can now easily upgrade their existing IVRs with cloud-based virtual agents powered by conversational AI.

With Inference, IT organizations do not need to “rip and replace” their existing Cisco platforms to move their IVRs to the cloud. They can continue using UCM and UCCE/X while deploying cloud-based virtual agents managed by Inference, enjoying the benefits of an advanced self-service solution without installing the software, hardware or equipment required to run it. When organizations are ready to move their on-premise Cisco users to a cloud-based solution, their virtual agents will easily make that transition.

Inference Virtual Agents automate the routine and repetitive conversations handled by live agents, using speech recognition, text-to-speech and natural language processing from multiple vendors including Google and IBM. These technologies make it easier for customers to get support through an automated system because the complexity of the interaction can be dramatically simplified. Increased automation and conversational self-service results in reduced costs, improved compliance and better customer experiences.

Inference’s latest release, Studio 6.3, offers a suite of new features, including an advanced queue callback solution and improved natural language understanding. The Studio 6.3 enhancements will be available to Inference’s current partners, as well as to new on-premise enterprises, in late October.

To support the sales of Inference IVAs to enterprises using Cisco’s on-premise solutions, Inference has also introduced new reseller and referral programs for Cisco Systems Integrators and Authorized Technology Partners. Inference collaborates with a growing list of Cisco partners, such as ShoreGroup and SpeechSoft Solutions. Additionally, a global network of Cisco BroadWorks service providers, such as AT&T, Telstra, Vonage, and Nextiva, resell Inference to extend their hosted UC and Contact Center solutions with a wide variety of self-service capabilities.

SpeechTek Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues
Related Articles

New Echo Products and Other Amazon Alexa Announcements

Amazon announces 4-in-1 Amazon Smart Oven, Certified for Humans program, and new Alexa features that make everyday tasks easier and help you keep your home safe while you're away. 

Say It Now Appoints Brian Fitzpatrick as Chairman

Digital veteran to advise award-winning voice technology company as consumers increasingly adopt smart speakers.

69% Find It ‘Creepy’ When They Receive Ads from Voice Assistants Based on Unprompted Conversations

Global Connected Consumer Index highlights need for marketers to strike a relevancy balance to deliver personalization and brand value without alienating consumers.

Biogen Chooses Lexalytics to Improve Customer Care with New AI-Based Text Analytics System

Technology will be deployed in Biogen Japan's medical information office to help operators quickly and accurately reply to constituent questions.

SyncWords Integrates Automated Subtitling and Captioning with Microsoft Azure

SyncWords, a cloud-based video accessibility platform provider for automated captioning and subtitling tools, announced that its solution is now available on Microsoft Azure and uses Azure Cognitive services.

McDonald's to Acquire Apprente, a Provider of Voice Technology

McDonald's buys Apprente--a provider of voice-based, conversational technology--in a move that will integrate new teams with advanced technology skill sets into the McDonald's business.