What is a contact centre voice platform?

A voice platform serves as the foundation for voice applications and facilitates the integration of contact centre software with telephony systems. It also enables speech processing features such as voice authentication.

Voice platforms underpin virtual assistants like Amazon’s Alexa and Apple’s Siri, empowering users to execute hands-free tasks via voice commands, from setting reminders to controlling smart home devices within the “internet of things” (IoT).

In contact centres, modern Interactive Voice Response (IVR) systems exemplify voice platform utilisation, particularly for certain functions. Voice authentication, which authorises callers based on their unique voiceprint, also relies on a voice platform. Additionally, speech recognition, allowing callers to vocalise menu selections and issues, depends on a robust voice platform for optimal performance.

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Contact Centre Glossary

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