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Enhance Customer Service by Speech Recognition Technology |
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Brochure Download |
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MCT Speech Attendant (SA) connects callers to enterprise staff 24x7 by self-service. When calls coming, SA will answer and prompt greeting to guide and transfer callers to staff specified by calls’ voice command. Rather than check out and input contact’s extension number, callers simply say the name they want to reach, for example, Tony Lee with Sales Department. By integration of state-of-art automatic speech recognition (ASR) technology, MCT SA will identify the name and extension, then transfer the call accordingly. It greatly enhances customer service quality, corporate image and business efficiency, it also reduces operation cost. |
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Benefits
1. Enhance customer service quality and corporate image.
2. Reduce operation cost by automation and self-service.
3. 24x7 reliable non stop services at callers’ voice command.
Main Functions & Differentiation
1. Transfer callers to their contacts by taking callers’ voice command.
2. Support different prompt according to incoming number (DNIS), time of date and date of week, and transfer caller to different operator per configuration.
3. Support recognition of dual key words, Name + Department, to enhance efficiency and accuracy.
4. Integration of voice mail, enterprise LDAP and email system to enable unified messaging.
5. Support setup of Follow-me and five nick names from web.
6. Support identify duplicated name by department.
7. Support integration and authentication of LDAP including MS Active Directory, Lotus Domino and Open LDAP.
8. Support unified web based management interface with other MCT CA applications. |
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System Specification
1. Standard server supports up to 30 ports of Speech Attendant application and stackable for expansion. More powerful server is optional for larger capacity in one box.
2. Support HA architecture for large enterprise.
3. Support Windows and Linux OS.
4. Support SIP/E1/T1/Analog protocols to integrate with IP PBX.
5. Built in W3C VoiceXML 2.1 complied IVR - MCT NetVoice. It is easy to integrate with enterprise backend database and applications by web development tools (ASP, PHP, JSP and CGI).
6. Support multiple integration interfaces: Database (ODBC/JDBC), Directory Service (LDAPv3), TCP\IP Socket,Serial Port (RS-232), Email (POP3).
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User Interface
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Management Interface
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Deployment Architecture
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