Swiss Government Agency Deploys Acapela Voices

The Swiss Federal Department of Foreign Affairs (FDFA) has recently deployed a new interactive voice response (IVR) system vocalized by Acapela voices. The FDFA, which coordinates Swiss foreign policy on behalf of the Federal Council, has selected Acapela Group to provide the voices in the many languages that vocalize the IVR at more than 170 locations worldwide.

The FDFA safeguards diplomatic interests, provides consular services, and plays an active role in international cooperation. The representations abroad include embassies, consulates, cooperation offices, and permanent missions to international organizations.

The FDFA decided to provide all the representations with a consistent, flexible and customizable IVR solution. The challenge was to develop a unique and easy to use interface. The service originally relied on multiple analogue and digital architectures, each representation depending on a single system. The FDFA IVR delivers a global yet personalized approach resulting in a consistent, efficient, customer service, wherever the location and whatever the size of the representation.

Using Acapela's on-demand cloud solution, every FDFA team can generate its own vocal messages and make changes instantaneously, in any of the 34 languages available from Acapela Group. Messages to be delivered are typed in one of the 34 languages. The operator can listen to the result with a click and then fine tune the text until names, words, and acronyms are pronounced properly and an optimal result is achieved.

The voice part is handled by Acapela VaaS, an online service employing synthesized speech to give any content a natural voice.

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