Multimodal Self-Service
Here’s a new challenge from your customers: switching communication modes in the middle of a transaction. In our daily multi-tasking lives, it’s easy to imagine that a customer may be communicating to your contact center through a text message, and simultaneously starting the car. What if you could offer that customer the capability of immediately switching to a speech interaction? Your customer would be greatly appreciative of being able to conveniently and seamlessly continue the transaction, and everyone else on the road would be grateful too.
Intervoice’s support for simultaneous voice and data connections makes the multimodal interactions a reality. Previous mobile technologies let only one modality remain active at a time, and attempts to improve the multimodal experience depended either on SMS messaging or on the voice recognition performed on the device.
Truly multimodal applications allow customers to respond through whatever interface is:
- Most suitable for their immediate needs
- Most intuitive for each step of the transaction
- Most appropriate for the context of the interaction.
Intervoice’s Voice Portal solution delivers the key to the multimodal interactions: Effective synchronization of supported modalities. Voice Portal has been developed on our innovative Media Exchange platform, which provides an effective application environment for multimodal applications.