Salmat Partners with ProtoCall One to Deliver Intelligent Speech Recognition, Verification, and Self-Service Solutions

Salmat Group’s Speech Solutions division has formed a partnership with ProtoCall One, a contact center consultancy and systems integrator, to increase support for an increasing number of contact centers looking at alternatives to standard authentication and interactive voice response (IVR) systems widely used today during the initiation and routing of calls.

This new generation of speech technology is based on an open menu whereby customers are given the freedom to say what they want rather than use speech-enabled touch-tone solutions such as press 1 for sales.

 Salmat also helps companies to address ways in which they can securely verify customers’ identities over the phone with the use of voice biometrics.  The Salmat Speech Solutions business provides consultancy, design, and implementation services for the new breed of intelligent speech recognition, verification and self-service solutions.

Sean Keane, EMEA general manager at Salmat, explained: “The U.K. is a uniquely mature contact center market which is now actively exploring the use of new technologies to generate further operational efficiencies and drive customer service levels still higher.  We are looking forward to working with ProtoCall One, as one of the leading U.K. contact center solutions providers, to help deliver the latest open menu self-service speech technologies and verification solutions that enable contact center-based operations to get closer to their customers while generating further efficiencies."  

"Both Salmat and ProtoCall One share a common philosophy in analysing and fully understanding the requirements of the customer, resulting in exceptional service and lower costs," he continued. "Not only can contact centers address efficiency and quality-of-service issues through more intelligent routing of customer enquiries, they can also better manage compliance such as PCI DSS, security and fraud with automated ID verification and voice biometrics technologies.”

Jason Sparks, commercial director at ProtoCall One, commented: “Our partnership with Salmat offers our Genesys customers another dimension in terms of efficiencies and access to the latest speech solutions. We look forward to bringing the Salmat-ProtoCall One joint proposition to our Genesys customer-base within the near future.”