Wednesday, April 27, 2005

Cisco and IBM Team on Speech-Enabled Contact Centers

IBM and Cisco will jointly deliver speech-enabled self-service solutions for contact centers. The solution combines IBM's WebSphere Voice Server product and Cisco's Customer Voice Portal. The companies said they would leverage open standards, including Voice XML and J2EE. These solutions enable contact centers to provide low-cost speech-enabled self-service transactions to their customers, such as transferring money from a checking account, submitting insurance claims, changing cellular phone plans, making hotel and car reservations or finding the nearest store location using speech automation -- functions that frequently required a live agent in a contact center.