Global provider of intelligent virtual agent solutions, Inference Solutions, have today announced the launch of a new solution to extend the self-service functionalities of Cisco offerings. The solution provides access to Cisco Unified Communications Manager (UCM), Unified Contact Centre for Enterprises, and the Unified Contact Centre Express (UCCE/X). Companies with access to these on-premises solutions will now be able to upgrade their existing IVRs using cloud-based agents powered with conversational AI technology.
Through Inference, today's IT organisations won't have to replace their on-premises Cisco platforms to move their IVR into the cloud. Companies will be able to continue using their on-prem systems, while deploying their cloud-based virtual agents that are managed by Inference. This means that companies can get all the benefits of a self-service solution without installing the hardware, equipment or software required to run them.
Easy Access to Virtual Agents
According to the CEO of Inference Solutions, Callan Schebella, millions of CC and UC seats are still deployed on-premises, and not all companies are ready to move completely to the cloud. Now these on-premises companies can use the cloud-based virtual agents from Inference to access automated and AI-enabled self-service solutions. Whether an organisation is using hosted, cloud, or on-premises options, the Inference platform will let them support their customers with conversational self-service experiences.
The virtual agents available from Inference will help to automate the repetitive and monotonous conversations often handled by live agents using things like text-to-speech, speech recognition, and natural language processing, from vendors like IBM and Google. These advanced technologies ensure that customers can access support through a fully automated system that simplifies the complexity of the interaction. Increased conversational self-service and automation tools will lead to reduced costs, better customer experiences, and improved compliance, according to Inference.