Page 7 - Telecom Reseller January February 2018

January/February 2018
AudioCodes Announces Voice.AI Business Unit
Telecom Reseller 7 Enghouse Interactive Introduces Contact
Center: Enterprise Version 9.1
New unit focuses on augmenting AudioCodes’ speech recognition and call recording technologies with arti cial intelligence to enhance productivity and deliver actionable insights from business voice communications
Lod, Israel - AudioCodes (NASDAQ: AUDC)
Highlights
l New Voice.AI business unit operates in parallel with AudioCodes’ core voice networking business unit
l Arti cial intelligence and machine learning technologies help deliver conversational analytics, enhanced productivity and actionable insights
l AudioCodes has a large global install base of enterprise session border controllers (SBC)
and media gateways, including at strategic network junctions of internal and external communications of Fortune 5000 enterprises, which will be leveraged to introduce new Voice. AI products and services
Details
AudioCodes, a leading vendor of advanced voice networking and media processing solutions for the digital workplace, has announced the new Voice.AI business unit, which builds on AudioCodes Voca speech recognition technology and SmartTAP call recording solution in combination with advanced arti cial intelligence (AI) technologies to deliver conversational analytics, productivity and actionable insights for businesses. e new business unit will operate in parallel to the existing Voice Networking unit which constitutes the core of AudioCodes’ business operations.
Verbal communications remain the most e ective method for complex and critical business transactions and conversations. Yet, most verbal
communication is not recorded and is not converted into actionable insights that can help enhance business productivity. AudioCodes is
well positioned to help businesses become more productive by capitalizing on a large global install base of enterprise session border controllers (SBC) and media gateways, including at strategic network junctions of internal and external communications of Fortune 5000 enterprises, and with over 100 million ports deployed.
AudioCodes SmartTAP provides enterprises with session recording of IM, voice, video and content sharing for compliance and productivity improvement. Developed over the past seven years, SmartTAP has been adopted largely by nancial and utility companies, as well as healthcare and educational institutions.
AC Voca, AudioCodes’ voice recognition technology and cloud service, provides enterprises with a set of voice-driven enterprise call routing solutions aimed at improving employee productivity and automating customer calls. Developed by a dedicated team of linguists and speech experts, AC Voca delivers a seamless voice interface and high recognition accuracy, along with conversational voice bot capabilities.
“We at AudioCodes pride ourselves as a
leading provider of voice DNA to the evolving digital workplace. Voice is the most fundamental form of human communications” said Shabtai Adlersberg, President and Chief Executive O cer of AudioCodes. “We believe that verbal business communications represent untapped potential
for productivity enhancements and actionable insights. With the new Voice.AI business unit, we are leveraging our large install base and extensive technological know-how to enable large enterprises to realize business bene ts from day-to-day conversations.”
More at www.audiocodes.com. n
Addition of the TouchPoint interface further aligns user experience across portfolio; signi cant feature enhancements, new integrations, expanded omni-channel interactions, and exible deployment options empower customers with choice and control.
PHOENIX, AZ - Enghouse Interactive has introduced Contact Center: Enterprise (CCE) 9.1, the latest release of its scalable, highly modular, omni-channel contact center platform.
At the forefront of CCE 9.1 is the introduction of TouchPoint, Enghouse Interactive’s visual, contextual interface for contact center agents. First introduced in 2013, TouchPoint now provides a uni ed user experience across multiple Enghouse Interactive agship products, including CCE, Communications Center (CC), and Quality Management Suite (QMS).
“By integrating our TouchPoint interface with CCE 9.1, customers and partners that need the high scalability and reliability of CCE now have access to a modern, highly graphical, best-in- class user experience for their agents,” said John Cray, VP of Product Management, Enghouse Interactive. “And with TouchPoint available across di erent Enghouse platforms, a customer could migrate from one to another, with no agent retraining at all. is provides complete choice for our customers and partners.”
TouchPoint, a low-footprint, context-sensitive, extensible, analytics and collaboration-focused client, is available in nine languages, including English, Spanish, German, French, Italian and more. Re ecting years of analysis of agent and supervisor work ow as well as customer end- user input, this compelling interface empowers agents to be highly productive and e cient, while continually focusing on the customer.
Enghouse Interactive’s modular approach gives customers the exibility to add functionality as needed, at a reduced risk and cost. TouchPoint is
highly extensible, enabling packaged integrations to leading CRM systems to optimize agent productivity. e interface’s open architecture enables easy addition of pages, functions, data and graphics within a common framework.
CCE is available at a lower price-point
than equivalent o erings and o ers exible deployment options for on-premise, cloud
or hybrid environments. With Enghouse Interactive’s PBX agnostic architecture, CCE 9.1 can be deployed on leading voice solutions from Mitel, Cisco, Avaya and Microso Skype for Business.
CCE 9.1 now integrates with QMS 7.1 to o er administrators new capabilities such as text recording and analysis, as well as enhanced recording for Skype for Business and Cisco platform infrastructures. (Full text media evaluation will be available with an upcoming CCE minor release in the rst half of 2018.)
Enghouse’s Communications Portal (CP) 10.2, a key component of CCE 9.1, integrates self- service into a highly connected omni-channel customer journey. e uni ed framework allows organizations to deliver greater value to their customers through proactive outbound customer service and noti cations for voice, Email and SMS text interactions. By adding packaged capabilities for proactive communications to a best-in-class omni-channel queuing platform, Enghouse continues its focus on delivering contact center solutions that enhance customer engagement and loyalty.
Contact Center: Enterprise 9.1 is a milestone achievement for Enghouse Interactive in its stated mission of improving agent productivity and making every customer interaction count. For a full list of new features and functionality, please visit http://www.enghouseinteractive.com/cce9/.
Learn more at http://www.enghouseinteractive. com/. n
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