Solutions

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At Emerging Technologies, we provide numerous solutions using speech recognition, these solutions are meant to benefit your business in various ways. Saving costs, increasing customer satisfaction and loyalty are the main benefits, while other benefits can be summarized in distinguishing your company from others and being always on the right technological path.

At Emerging Technologies, we provide numerous solutions using speech recognition, these solutions are meant to benefit your business in various ways. Saving costs, increasing customer satisfaction and loyalty are the main benefits, while other benefits can be summarized in distinguishing your company from others and being always on the right technological path. The solutions provided by Emerging Technologies are Voice Biometric solutions where the customers use their own voice and voice print to be indentified and verified to access their account without the need to be verified by questions asked by the agent. The outbound dialer solution contains a highly flexible interface that allows call centers to design, launch, and manage multiple outbound campaigns as well as measuring the results. Voice recognition IVR allows contact centers to reduce staff while maintaining the highest level of customer satisfaction. And by offering customers the option to access information without an agent, more agents are free to handle calls that can’t be handled with the self-service option. The Auto Attendant solution is a speech-enabled operator which greets and routes callers, instantly and accurately, to their destinations. It may also manage internal employee calls.

Voice Biometrics

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Voice Biometric solution is a smart technology taking advantage of the human voice print to identify and verify each and every human according to his/her unique voice print, this technology eliminates fraud, secures transactions and decreases verification time to give the consumer the best experience and satisfaction, among many other advantages.

 

 

 

Voice Biometric solution is a smart technology taking advantage of the human voice print to identify and verify each and every human according to his/her unique voice print, this technology eliminates fraud, secures transactions and decreases verification time to give the consumer the best experience and satisfaction, among many other advantages.

 

 

 

 

VocalPassword

Existing data security technology can be easily compromised by fraud, identity theft, and social engineering attacks. And authentication approaches using a single factor like passwords or challenge questions just can’t provide the safeguards needed to make remote services secure. Fortunately, VocalPassword from Nuance provides the safeguards you need with cutting edge voice biometric technology to identify and verify speakers.
Easy to install and integrate with existing VoiceXML and IVR platforms, VocalPassword verifies a speaker during interaction with voice applications and can be text dependent or independent, but is always language and accent independent.
Meeting the strictest standards for global security, Vocal Password has successfully met numerous independent security audits and features the highest degree of accuracy available. Highly effective against identify fraud and very user friendly, its uses include secure access to telephony, Web applications and remote services applications.

Features

  • Accent, language and ASR independent
  • Multi-engine infrastructure that is text prompted and text dependent or independent
  • Unsurpassed and proven algorithmic accuracy
  • VoiceXML and MRCP support with Web Service interface
  • Advanced help desk and administration tools
  • High availability, multisite scalability
  • Role based authorization, integrated security

Benefits

  • Cost savings
  • More automation
  • Security based on multifactor biometrics
  • Increased customer satisfaction

S.P.I.D.

A comprehensive system for audio processing, S.P.I.D. (Speaker Identification and Detection) 7.1.2 is able to efficiently search and find a target voice even from large volumes of intercepted multi-speaker phone calls. No matter what language, S.P.I.D. uses cutting edge technology and biometric algorithms to match voices to a database of voiceprints and then alerts intelligence agencies and law enforcement agencies to calls in which a targeted speaker voice is participating.
A world leader in speaker verification technology that is text independent, Nuance ‘s newest version of S.P.I.D. offers unrivaled accuracy, security and scalability and easily integrates with existing monitoring centers. Customers can integrate it into monitoring systems that already exist or use it as a standalone investigative tool

Features

  • Unsurpassed accuracy
  • Language, accent, and text independent
  • Supports for multi-speaker or single speaker calls
  • Integrated security and role-based authorization
  • Quick and easy integration with any monitoring center via Web service interface
  • High availability, multisite scalability
  • Web-based security and administration management applications

Benefits

  • More efficient monitoring
  • Automatic speaker filtering for extended coverage
  • Confidence scoring for prioritized call transcription
  • Automatic and immediate speaker detection

FreeSpeech™

Using cutting edge biometric technology, FreeSpeech 7.0 can identify and verify speakers in the background of conversations and is the most comprehensive program of its type available today.

Key Features

  • Text-independent
  • Unsurpassed accuracy
  • Quick and easy integration via Web service interface
  • Role-based authorization
  • Integrated security
  • Multisite high availability
  • Scalability, multi tenancy
  • Web-based security and administration management applications

Key Benefits

  • Greater efficiency from reduced handling time
  • Better customer experience
  • Multifactor security
  • No authentication questions

Call Steering

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With their complicated menus, touchtone and other self-service systems can mean misrouted calls, wasted time and frustrated customers. With our Call Steering solution, calls are handled accurately and cost-effectively, and misrouted calls are a thing of the past. A customer calling in is immediately asked by the program’s digital agent, “How can I help you?” and routed to the correct contact center agent or self-service application according to their response.

With their complicated menus, touchtone and other self-service systems can mean misrouted calls, wasted time and frustrated customers. With our Call Steering solution, calls are handled accurately and cost-effectively, and misrouted calls are a thing of the past. A customer calling in is immediately asked by the program’s digital agent, “How can I help you?” and routed to the correct contact center agent or self-service application according to their response.
All inbound calls can be directed by Call Steering, which uses our Speak Freely technology to understand a caller’s intent, even if different words are used to make a request. If more information is needed to determine intent, Speak Freely asks additional questions for clarification before routing the call,  if it determines that more information is needed or that the caller’s purpose is unclear. By replacing outdated touch-tone or other speech-based IVR systems, contact centers can save millions of dollars every year with Call Steering.

Benefits of call steering

  • Cost-effective and accurate call routing
  • Multiple phone numbers can be combined
  • Enhance caller experience
  • Reduce costs
  • Proven and reliable technology

Cost-effective, accurate call routing

In the fewest steps possible, Call Steering routes customers to the correct destination quickly and efficiently. Shortcuts to submenus that are frequently requested, dialog disambiguation and proven recovery strategies are used to help speed calls and ensure customer satisfaction.

Multiple phone number consolidation

Multiple contact centers with different customer service phone numbers are joined as one through Call Steering deployment.

Enhanced caller experience

By letting customers use their own words to describe what they want, complicated touchtone menus are eliminated and customer satisfaction increased.

Reduced call center costs

Call Steering systems can decrease the number of misrouted calls, enhance your total call automation rates and shorten call times, meaning greater efficiency and less cost.

Proven and Reliable Technology

With Call Steering solutions based on the leading network speech recognizer, Nuance Recognizer, you can be assured you’re using the industry’s best that is certified to use with leading Interactive Voice Response (IVR) platforms. At Emerging Technologies, we also specialize in designing techniques and tools that speed up deployment, automatically generate code, and facilitate management and configuration. And with our domain expertise, we’re specialists in testing and deployment for specific industries.

Loyalty Voice Portal

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With the innovative Voice Portal solution, you’ll not only enjoy reduced costs but increased customer satisfaction with human-like 24-hour self-service customer care. Using advanced speech recognition technology, customers subscribed to your loyalty program will be able to access answers to all of their questions with significantly less need for live agents, meaning better customer service with overhead.

With the innovative Voice Portal solution, you’ll not only enjoy reduced costs but increased customer satisfaction with human-like 24-hour self-service customer care. Using advanced speech recognition technology, customers subscribed to your loyalty program will be able to access answers to all of their questions with significantly less need for live agents, meaning better customer service with overhead.

Based on Simply Speak! Technology, the Voice Portal solution gives your customers the fastest access to information in their own language. Callers get instant access to services without having to wait on a live agent or trying to navigate a confusing touchtone menu.

Outbound Dialer

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A completely automated solution, our Outbound Dialer service contains a highly flexible interface that allows call centers to design, launch, and manage multiple outbound campaigns as well as measuring the results.
With many great benefits, the speech-recognition based technology provides quick responses and helps cut operating costs, improve productivity, and increase customer experience to name a few.

A completely automated solution, our Outbound Dialer service contains a highly flexible interface that allows call centers to design, launch, and manage multiple outbound campaigns as well as measuring the results.
With many great benefits, the speech-recognition based technology provides quick responses and helps cut operating costs, improve productivity, and increase customer experience to name a few.
Outbound Dialer is powered by Simply Speak!, a revolutionary human-like speech interface that lets customers interact in their native language with intelligent and human-like conversations, regardless of dialect or accent.

 

 

 

Complete Automation:

  • An Outbound Dialer digital speech agent is equivalent to a live agent working three shifts.
  • Telesales calling and surveys are delivered in the most human-like manner.
  • Helps provide operational productivity with a higher level of visibility.

Voice Recognition IVR

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By implementing a self-service Interactive Voice Response (IVR) solution, contact centers can reduce staff while maintaining the highest level of customer satisfaction. And by offering customers the option to access information without an agent, more agents are free to handle calls that can’t be handled with the self-service option.

By implementing a self-service Interactive Voice Response (IVR) solution, contact centers can reduce staff while maintaining the highest level of customer satisfaction. And by offering customers the option to access information without an agent, more agents are free to handle calls that can’t be handled with the self-service option.
In today’s challenging economy, many call centers face the need to cut operating expenses without sacrificing customer satisfaction. With sophisticated voice portal and self-service Web applications from Emerging Technologies to automate tasks, they can do just that. And our applications are a cost-effective solution to replace existing self-service applications that are reaching the end of their life or just too expensive to maintain.

 

Benefits

Reduce costs

With self-service applications, businesses can reduce staff and operating expenses.

Increased revenue

Self-service applications mean the same number of agents can handle more calls. And reduced costs and improved customer service help increase customer loyalty and give the flexibility to offer new services that can bring in new revenue.

Increased efficiency

With verbal responses to prompts, there’s less chance of errors from manually entering numbers on the keypad and more consistent and accurate information. Calls can also be handled more efficiently during periods of high call volume so fewer customer have to wait in queues and agents can be dedicated to more sophisticated tasks. The amount of time agents remain on lines is reduced and the number of calls they can effectively handle is increased.

Mobile Apps & VAS

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At Emerging Technologies, we not only design and develop the most advanced infotainment speech portals for the telecommunications industry, but host and operate them as well.
Our Infotainment Speech Portal provide interactive speech services that let customers communicate and navigate using a human like and very user friendly Speech User Interface (SUI).  And caller satisfaction is ensured by a combination of DTMF and/or ASR options.

At Emerging Technologies, we not only design and develop the most advanced infotainment speech portals for the telecommunications industry, but host and operate them as well.
Our Infotainment Speech Portal provide interactive speech services that let customers communicate and navigate using a human like and very user friendly Speech User Interface (SUI).  And caller satisfaction is ensured by a combination of DTMF and/or ASR options.
Customers simply have to call to choose a variety of the most popular content including News, Weather, Music, Gossip, Chat, Sports, Astrology and a host of other categories including Useful Info (which includes information on stocks, hospitals, pharmacies and taxis, to name a few).

Speech AutoAttendant

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We Connect You Faster


Hello Operator

 

 

We Connect You Faster


Hello Operator

 

 

What is Hello Operator?

Hello Operator is a speech-enabled operator which greets and routes callers, instantly and accurately, to their destinations. It may also manage internal employee calls. Hello Operator, which eliminates live operator assistance, uses speech recognition technology and a friendly customer interface to automate your company's operator functions like call routing, directory information and frequently asked questions. Simply put, your callers can access everyone in your company, from anywhere, at any time, using just one phone number and speaking their natural voice!

What services does Hello Operator provide?

  • Hello Operator answers all incoming calls, 24 hours a day, 7 days a week, using a natural user interface, thereby enabling callers to access a company directory by simply using their voice.
  • Hello Operator may also handle routine information requests, such as office hours and driving directions.
  • Hello Operator enables callers to access their desired company employee or department by simply speaking their request into the handset. It also allows employees to reach their co-workers or departments, as well as remote staff members in different branches and locations.

What problems does Hello Operator solve?

Hello Operator eliminates the need for callers to wait for a live operator, remember extension numbers or search for outdated corporate contact lists. Callers are able to immediately reach their desired employee or department by dialing just one number and speaking the name or department into the handset, thereby eliminating frustration and saving time. Hello Operator decreases telecom costs and eliminates on-hold time through different internal and external targeted greetings.

How will Hello Operator benefit my company?

  • Hello Operator helps improve company productivity and helps employees stay better connected using a voice automated system which facilitates internal and external communication.
  • Callers are connected in just seconds and multiple calls are handled simultaneously.
  • Callers need not wait for a live operator to direct them to the appropriate employee or department.
  • Callers are given instant access to continuous and consistent services, around the clock, through Hello Operator's Voice Auto Attendant.
  • Employees are able to change their contact numbers at any time and still be assured that callers are directed to them.
  • Hello Operator decreases telecom and operational costs by efficiently routing calls, providing information and significantly reducing hold times and call lengths.
  • Hello Operator allows company operators to focus on customer inquiries that require special attention instead of spending their day routing calls.
  • Employees can easily contact both in-house and remote staff.

What are the key features of Hello Operator?

  • An improved call reporting system gauges performance and effectiveness.
  • Internal and external, voice-activated dialing accommodates both callers and employees.
  • Multiple phone types are supported, thereby accommodating any type of caller.
  • Callers may interrupt the system and speak without waiting for a prompt to finish.
  • Callers are directed to a voicemail whenever the caller or destination is unavailable or on the line.
  • Hello Operator is designed to run on any PBX. It supports an unlimited amount of information and ports and can easily meet increased demands without experiencing performance deficiencies.
  • Hello Operator supports multiple accents/dialects and provides multi-lingual support.

Contact Center Solutions

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Emerging Technologies is focused on helping companies improve the customer experience. We connect your customers over the right channels to the right people by providing the rich functionality of the best on-premise contact center systems. Our Contact Center system allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care while ensuring that they have the right customer-facing resources to create customer service strategies that cut costs and build customer loyalty.

Emerging Technologies is focused on helping companies improve the customer experience. We connect your customers over the right channels to the right people by providing the rich functionality of the best on-premise contact center systems. Our Contact Center system allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care while ensuring that they have the right customer-facing resources to create customer service strategies that cut costs and build customer loyalty. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms.

The solution uses SIP at the core along with standard SOA and Web-services interfaces to provide maximum flexibility. With centralized management and reporting, you can continuously improve the customer experience. 

PRODUCTS

Contact Center

Unified platform that supports any communication channel and allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen.

SIP

Providing IP based connectivity across the enterprise while eliminating legacy PBXs and ACDs and disrupting the existing operations. It leverages multiple communication channels including voice, video and chat.

Agent Desktop

Empowers agents with a single interface to use and manage customer interactions across multiple channels. Improves agent efficiency and effectiveness by allowing the right desktop environment, the ability to manage across the channels and eliminate the need for cumbersome, disconnected applications that frustrate both employees and customers.

Interactive Voice Response (IVR) Platform

Links personalized self-service IVR software with applications, speech recognition and agent assistance. Provide a secure, flexible inbound voice software platform that can be deployed in TDM, IP, or hybrid environments, architected for enterprises and service providers.

 CTI (Computer Telephony Integration)

Computer Telephony Integration (CTI) allows you to integrate your applications with your telephony, enabling the:

·         Coordination of telephony and data delivery to the agent (Screen Pop)

·         Control of telephony functions directly from the desktop (transfer, mute, conference, etc)

Our CTI Solutions:

·         Improves productivity as agents can immediately identify the caller and access their information

·         Increases customer satisfaction since customers no longer need to repeat information should they be transferred

·         Eliminates the need for expensive CTI equipment and complex implementations