Contact Center Solutions Featured Article

With Convergys Artificial Intelligence, Contact Centers Can Leverage Amazon Echo and Google Home

November 28, 2017

Convergys Corporation has introduced its Intelligent Voice Portal 10, part of its Conversational platform.  It’s designed to deliver users a human-esque virtual assistant technology that will leverage well-known AI devices, like Amazon Echo and Google Home.

The Convergys Conversational platform eliminates the need for an Interactive Voice Response (IVR) menu. How? Companies receive and respond to user questions made over virtual personal assistant (VPA) speakers as users are instantly linked to the entities desired. These include access to banks, airlines, telcos, and retailers, all via VPA.

“This solution is transforming the way customers interact with organizations,” said Kathy Juve, SVP Marketing, and Product Strategy at Convergys. “Users today can just tell their devices what they want to accomplish, using their own words in natural speech phrases. For example, a customer can say ‘Alexa, Open ABC Bank’, to initiate a banking conversation and the user can then ask, ‘What was my last deposit?’”

VPA speakers have gained extreme popularity between Q1 2016 and Q1 2017; 710 percent increase in that one year. Internationally, 3.4 million VPA speakers were sold in Q1 2017 alone, showing the growing dependence on this automated assistant.

“With the growing adoption of VPA speakers among both consumers and enterprises, we are just beginning to tap into the potential of these devices in the contact center market,” said Kathy Juve, SVP Marketing, and Product Strategy at Convergys. “We look forward to giving our clients the opportunity to create new, highly personalized, and always-on services.”

Businesses already teamed up with Convergys can seamlessly integrate current platforms into the Amazon Echo and Google Home.

Is your contact center Alexa-enabled?

Edited by Erik Linask