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IBM Voice Gateway: New features revolutionize your cognitive call center

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IBM Voice Gateway updatesImproving customer support is a never-ending job. You must continually listen to your customers and pivot your business to adapt to their needs.

One way to improve customer service is to use cognitive virtual agents. The use of these agents has been growing in the online space for a few years. And with the arrival of the IBM Voice Gateway, you can bring those agents to your call centers.

We recently introduced IBM Voice Gateway, a cognitive call center solution that signals the future of where technology is heading: cognitive services. Voice Gateway enhances your call center operations by connecting Watson services to act as a self-service agent handling calls instead of a live contact center agent. Voice Gateway also uses IBM Watson to assist contact center agents in real-time. This is artificial intelligence in action, delivered through cognitive capabilities. Essentially, Voice Gateway and Watson services creates a cognitive interactive voice response (IVR) system, improving customer support and helping reduce the strain of live agents during peak hours.

As part of our continuous delivery model we’re constantly improving both the Watson services and IBM Voice Gateway’s capabilities. Our recent 1.0.0.2 release added the following capabilities:

  • Support for configuring a multi-tenant Voice Gateway environment, so that you can host multiple phone numbers and have them connecting to different Watson services—all through the same Voice Gateway deployment
  • Enhancements to the Voice Gateway API, including action tags which you can use to trigger a single action or sequence of actions in the Voice Gateway from the conversation service
  • Support for Watson Virtual Agent. You can use this agent instead of the conversation service when creating self-service agents to provide automated service to customers. Watson Virtual agent allows you to get to market faster, and learn more about how your cognitive agents are being utilized by your customers
  • Additional resiliency by providing the ability to configure whether to disconnect calls when transfers fail, or allow the conversation dialog to decide on the next steps, such as routing them to a new destination

For additional details, you can read about the latest features here.

Clients can expect to experience overall benefits of Voice Gateway. From improved telephone-based customer service to driving down costs and deployment flexibility, Voice Gateway with Watson services brings you the next-generation, cognitive automation into your business.

Interested in learning more? Check out the demo. And if you’re ready to start integrating and building a revolutionary call center solution contact us for details.

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