Innovator in Contact Center Digital Transformation

Digital Transformation

We leverage innovative tools and technologies to find fast and cost-effective solutions.

Digital Transformation

Speech-Soft’s skilled professionals support our clients’ Digital Transformation every step of the way. We leverage innovative tools and technologies to find fast and cost-effective solutions.

Whether you need assistance with Cloud Migration, AI Conversational IVR, Intelligent Virtual Agent (IVA), Chatbot Development and Containment, or AI Model Training and Tuning, we make your Digital Transformation easier, faster, and better.

Cloud Migration
AI Conversational IVR
Intelligent Virtual Assistant
Chatbot Development and Containment
AI Model Training and Tunning
AI Conversational IVR

AI Conversational IVR goes far beyond Natural Language Understanding (NLU) technologies by incorporating AI to interpret and respond to customers’ dialogue. The grouping of technology, referred to as an Intelligent Virtual Agent (IVA) understands, reacts, and learns from every interaction.

Instead of simply understanding responses, a Conversational IVR determines intent and then maintains the context of ongoing conversations. This allows customers to make requests at any time and receive responses in context to previous questions. Not only is it an easier way to interact with an IVR, but also significantly improves containment and ease of use.

Our team of PhD-level architects, VUI designers, and engineers relies on their expertise in designing and training AI-based conversational IVR to customize solutions that meet your objectives and exceed expectations.

Google Dialog Flow

Google Dialog Flow is a cloud based conversational AI platform.

Since it utilizes multiple channels, it facilitates easy integration for several technologies. It is also highly flexible and can be used to develop complete DTMF, Directed Dialog, and Conversational IVR and chatbots. The Omni-Channel platform supports voice and SMS/chat interactions, using the same flow, data, and business logic for both channels.

Speech-Soft maintains a practice of architects and engineers with Google Flow Dialog expertise. The platform offers great tools, so our team has found it to be very useful in transition strategies for gradual cloud migration.

We specialize in developing hybrid and cloud migration components used in tandem with legacy IVR platforms. In addition to customized solutions, we also engage to fix and rewrite faulty applications to optimize your platform’s performance.

Amazon Lex

Amazon Lex is a highly scalable cloud-based AI platform.

It provides an Omni-Channel solution component of digital migration to develop IVAs for conversational interactions with your customers. This platform streamlines operations by replacing on-premise IVR and scattered chatbot instances. Amazon Lex ensures consistent answers and interactions since it uses the same application, data, and business logic across multiple channels.

While Amazon Lex can stand alone as a self-service platform, it is optimized for integration to other AWS platforms like Amazon Connect contact center. We specialize in developing hybrid and cloud migration components used in tandem with legacy IVR platforms.

In addition to customized solutions, you can also rely on our team’s expertise to achieve your business goals and meet customer expectations.
EntrAI Conversational Intelligence Hub

Speech-Soft Solutions offers a unique AI Intelligent Virtual Agent as part of your Digital Transformation Strategy. EntrAI is an Omni-Channel platform that provides a unified approach and simplified IVA architecture to ensure consistent answers across channels. Our patented AI technology interprets text-based communication from multiple sources to quickly deploy a proven natural language IVA experience. In addition to offloading work from agents, you create new channels for customer interaction where none previously existed.

EntrAI is the perfect solution whether you are looking for a platform for long-term application or a bridge between legacy IVR and Intelligent Cloud-based IVA transformations.

It allows you to quickly create or consolidate disparate components and platforms into a single cohesive flow of information through our Omni-Channel hub.

Building on your existing technologies, we leverage your investment in IVR business logic, back-end data connections, website, and knowledge base into an Intelligent Digital Architecture.

The EntrAI IVA platform provides value to both your business and operations in several ways.

Not only does it reduce the cost and time to market, but it also enables quick configuration for each channel while sharing data resources.

Furthermore, it collects customer requests for future analysis and phased expansion in mind.

It breaks down the migration to Cloud-based Intelligent Virtual Agents into manageable bites, each one delivering unique value to your business.

High Level EntrAI Elements

The following high-level diagram show the server and application components and interfaces for EntrAI’s integration into chat and SMS systems.

Cloud Migration and Consulting

The most basic definition of “cloud migration” is the move from on-premise or legacy infrastructure to the cloud. However, this barely captures the complexity of moving all your digital operations. While similar to a physical move, it requires moving massive amounts of data, applications, and IT processes from on-premise facilities to hosted cloud data centers. It also requires solid preparation and advance work to ensure a smooth transition.

In the end, all the effort is well worth the value it brings to your business. Some advantages of cloud computing include:

Cost-efficiency
Scalability
Improved Performance
Greater Flexibility
Reliability
Unlimited Storage Capacity
Easier Backup & Recovery

However, if you simply port the existing applications and data to a new data center, you will likely be very disappointed with the results. Our team of experienced professionals performs advanced modifications and optimizations to ensure you see the saving and results you want from your system.

Speech-Soft architects, engineers, designers, and project managers specialize in cloud migrations for contact center and self-service platforms. We customize solutions that can be built on top of existing legacy infrastructure or create entirely new platforms to meet your specific needs. We take a consulting approach to evaluate and help you make decisions that are best for your business. Furthermore, we provide a blueprint for your migration to guarantee your current systems remain operational and available throughout the transition. We aim not only to meet your objectives, but also to exceed your expectations.

Cisco WebEx Contact Center

Speech-Soft is a Cisco Webex contact center solutions partner.

We maintain certified solution architects and engineers to assist you with planning, designing, building, and deploying the migration of your contact centers and self-service environments.

Cisco Webex provides your business greater capacity for innovation, flexibility, and scalability as you migrate to the Cisco Cloud.

The Cisco platform and apps bring several advantages to your business. With its Omni-Channel and integrated design, customers receive intuitive chatbot assistance as it filters and seamlessly transfers information across multiple channels.

Not only does it shift some workload from agents, but it greatly improves overall customer satisfaction and first-contact resolutions.

With consolidated agent desktops, dashboards, and reports, you have more engagement and control over your CX and your business’ overall performance.

Five9

Five9 is a cloud-based contact center platform with self-service conducted via Inference hybrid platforms.

Relying on the AI of Google Dialog Flow, Five9 offers strong agent desktop connectors to top CRM vendors. This allows for greater flexibility through intelligent routing and agent display of customer information across channels.

Speech-Soft’s speech practice has a team of experts with several years of experience working with both Inference Solutions and Google Dialog Flow. We maintain VUI designers, solution architects, engineers, and speech scientists to guarantee high-quality, custom applications.

Our services include integration into legacy databases, cloud migration, hybrid IVR applications, customer journey reporting, and Follow the Sun support.

Amazon Connect

Amazon Connect is a highly scalable cloud-based AI platform.

It is optimized for integration with the Amazon LEX chat and voice assistant platform. Connect offers a robust set of contact center features including skill group routing based on Intent or DNIS, agent desktop with screen pop, call transcription across chat and voice channels, and call intent, analysis, reporting, and filtering.

Speech-Soft maintains an Amazon practice of engineers and developers that encompasses both Amazon Connect contact centers and Amazon LEX AI based Omni-Channel self-service. In addition to building Amazon Connect and LEX based contact centers, we specialize in integration of the Amazon suite with legacy contact centers, IVRs, and desktops.

For those customers who use our KomandEX product to manage and control Cisco Contact Centers, we also offer an Amazon Connect KomandEX gateway.

This allows KomandEX to display and control both Amazon and Cisco contact centers on either an ongoing basis, or as part of a complete digital transformation to the cloud.

KomandEX is an ideal transition tool for minimizing the impact of managing contact centers through a digital transformation.

Twilio

Twilio is a cloud communications platform that empowers online businesses with telecommunication, contact center services, self-service, and reporting features.
It provides flexibility and integration options for Omni-Channel solutions. Using the AWS platform, the FLEX framework for the contact center, and SendGrid for voice, chat/SMS, and email support, you can implement any kind of communication into your application.

Since it is developer oriented, our experienced professionals can integrate voice, video, and messaging into web, mobile, and traditional phone applications. The programmable SMS allows you to create an innovative messaging experience for users.

Meanwhile, the programmable voice ensures clear audio and less latency so you can make and receive calls anywhere, anytime.

Genesys

Genesys provides a complete cloud suite of digital contact center and Omni-Channel AI based self-service.
The Genesys contact center suite includes inbound and outbound contact center, campaigns and call routing, AI based voice and chat self-service, voice transcription, email, social media, workforce optimization analytics, and agent desktop.

The Genesys user interface provides commonality across the entire suite which optimizes the interoperability between the components. A defining feature of this interoperability is cross channel linking of customer contact history and associated issue tracking. This is helpful for both agents and self-service since the historical context of recent or ongoing contacts is available throughout the Genesys platform. This feature also provides an expansive amount of data for cross channel analytics and reporting.

Speech-Soft maintains a Genesys practice for digital transformation to the cloud. As with other cloud platforms, we have engineering expertise in design, build, and deployment as well as integration with legacy contact center and IVR platforms as part of the digital transformation process. Genesys offers numerous open APIs for their contact center, desktop, and self-service platforms. Our Speech-Soft architects and engineers have used these APIs to integrate with popular CRM and legacy applications.
Certified Center of Excellence

Certifications

Speech-Soft teams are experienced and certified in all technologies that lead the way in Contact Center Digital Transformation.

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The EntrAI IVA platform provides value to both your
business and operations in several ways.
Not only does it reduce the cost and time to market, but it also enables quick configuration for each channel while sharing data resources. Furthermore, it collects customer requests for future analysis and phased expansion in mind. It breaks down the migration to Cloud based Intelligent Virtual Agents into manageable bites, each one delivering unique value to your business.