Presence Enhances IVR, Adds Natural Language and Voice Biometrics
Presence Technology, a multichannel solutions provider for contact centers, has added new features in its interactive voice response (IVR) module.
Presence IVR supports voice applications based on the standards VXML 2.1 and MRCP 2.0.
"Presence IVR includes compatible connectors with [text-to-speech and speech recognition] systems as well as with leading speech technology vendors, such as Nuance, Lumenvox, Verbio, Voxygen, etc. This offers multiple options to connect and adapt to any company need and budget," said Alfredo Gonzalez, director of product management presence technology, in a statement. "The solution also includes native connectors from leading manufacturers to meet the growing demand for features such as natural language recognition, which makes interactions between the client and the machine more natural; and voice biometrics for user authentication, which allows the IVR to act in caller identification when capturing sensitive information without the agent being involved."
The Presence IVR includes SIP support and native support for compatible VoiceXML applications. Additionally, within the Presence Suite, the IVR includes a strategy designer that allows companies to create business rules and use Presence variables, like detailed contact information.
"Presence IVR has gone through major improvements that help our clients by identifying the caller through vocal footprint, simplifying PCI with the collection of sensitive data, and improving the user experience through the use of natural language and the most modern speech engines in the market," Gonzalez said.