Parlance is a Nuance SpeechAttendant® Replacement
Organizations across the US, Canada, and the UK are switching to Parlance to avoid increasing their switchboard operator head count.
Parlance transforms corporate directories into speech-driven tools to help both consumers and businesses.
- As a consumer – when you call into a large organization, you want quick, easy access to the people, departments, and services you need. Using your voice to self-serve simplifies the path you have to take to reach those destinations. Outdated interactive voice response (IVRs) often feature dialpad menus and rigid phone trees, resulting in headaches for the caller.
- As a business – streamlining operations and using labor efficiently reduces overall call management costs. That’s why many organizations have come to rely on automated attendants and speech-driven IVRs that improve both the consumer experience and operator efficiency.
When Nuance announced the discontinuation of their SpeechAttendant® products in 2022, many enterprise organizations and institutions began scrambling to find an alternative.
With Parlance, callers simply speak the name of a person or department and are automatically transferred to the requested destination. When callers have complicated requests, Parlance quickly routes those calls to a live agent. Callers with routine requests, on the other hand, connect to the right resource without waiting on hold or using a confusing, outdated phone tree menu. All this results in lower hold times, as operators are more available with drastically reduced call queues.
Parlance speech-enabled call routing solutions transform corporate directories into speech-driven tools. When your callers can speak naturally and connect directly, without frustration or waiting, your call routing problems are eliminated!
by Scott D’Entremont
