Microsoft Collaborates with Gold Systems
Gold Systems, a unified communications and speech recognition technology provider, announced that its Vonetix 7 Voice solution will serve as the new platform for Microsoft to develop many of its voice self-service applications for customers calling about Microsoft products and services.
Microsoft IT is planning to migrate all existing voice self-service applications running on Microsoft Speech Server to V7V, which is based on Microsoft Unified Communications Managed API 4.0, allowing it to be integrated with Microsoft Lync.
"We have been working for many years creating software that makes it easier for Microsoft customers, partners, and employees to get support," said Gold Systems CEO Terry Gold in a statement."We are thrilled to now be delivering the Vonetix 7 Voice platform alongside the existing unified communications applications."
Vonetix 7 Voice is a platform that can scale and flex to meet future needs, such as multimodal communications, including Instant Messaging, Web chat, and video conferencing. Vonetix 7 Voice helps improve the experience and efficiency of the business processes used by customer service agents and leveraging Microsoft Lync for CTI/Screen-Pop capabilities as calls are transitioned from the IVR to the contact center, creating a more responsive customer service experience.
Included in Vonetix 7 Voice is Application Builder, a new tool that makes it easier for customers to create their own self-service applications. This, coupled with the lack of license fees for third-party speech engines, makes Vonetix 7 Voice cost effective, the company said.