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
[caption id="attachment_21290" align="alignright" width="200"]
Callan Schebella[/caption]
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.