Technology Industry
Industry: Email Alert RSS FeedCisco, IBM Plan To Deliver New Speech-Enabled Self-Service Solutions
Customer Inter@ction Solutions, Jun 2005
IBM and Cisco have announced the two companies' joint plan to deliver speech-enabled self-service solutions to contact centers by combining IBM's WebSphere Voice Server product and Cisco's Customer Voice Portal.
The solutions would combine IBM's integration and application infrastructure software and speech technology with Cisco's IP communications, focusing on self-service speech applications, which together are aimed at enabling easier deployment of customized speech applications that enhance the customer experience. By using IBM WebSphere Application Server middleware, the solutions would allow contact centers to leverage open standards, including Voice XML and J2EE. Combining Cisco's Customer Voice Portal with IBM's WebSphere infrastructure software would also enable enterprises to incorporate speech into a range of functions. These include customer service, sales and marketing, human resources and inventory management.
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The IBM/Cisco offerings will be designed to let businesses extend enterprise-class speech self-service to remote locations across both IP and non-IP networks. The combination of Cisco Customer Voice Portal with IBM WebSphere Voice Server for Multiplatforms provides businesses with a single integrated platform upon which to develop a new generation of speech applications.
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