Interactive Northwest and LumenVox Partner on Interactive Speech Attendant
Contact center solutions developer Interactive Northwest Inc. (INI) has partnered with LumenVox to create a replacement for the SpeechAttendant and Open SpeechAttendant products that Nuance Communications will soon discontinue.
INI's Interactive Speech Attendant (ISA), powered by LumenVox Automated Speech Recognizer, is a virtual voice attendant that acts as a single point of access to corporate directories. Its full-featured administration dashboard allows for highly customized handling of inbound calls.
The integration of LumenVox' Automatic Speech Recognizer allows callers to bypass pressing numbers or routing to an operator by simply saying the name, department, or conference room. Upon recognition, the caller is transferred to the correct party.
INI Interactive Speech Attendant also provides a web-based administration interface that simplifies the configuration of nicknames and aliases, department and location-based transfers, business hours logic, alert messaging, and more.
"INI's Interactive Speech Attendant is proving itself to be a cornerstone of business operations. The INI ISA promotes operational efficiency, reduces management costs, and creates the ideal, frictionless service experience that users need," said Edward Miller, CEO of LumenVox, in a statement.
"CX-focused organizations understand there is only one chance to make a first impression," said Danette Craig, president of INI, in a statement. "INI's Interactive Speech Attendant enables companies to realize the best caller experience with a natural, user-friendly interface, all while automating the front-desk function."