Cloud web services offered by Amazon that provides a set of technical infrastructure and distributed computing building blocks and tools.
APIs are a set of coded rules which allow two different software technologies to communicate with each other with certain criteria. For example, the Google Maps API and Twitter API may be among the most widely used APIs that let developers write code that posts data to and retrieves data from the provider’s site.
Contact Center as a Service (CCaaS) is an interactive voice response (IVR) software solution that companies can utilize to manage their contact center. With a CCaaS solution provider, such as Plum Voice, a business has the ability to customize their software needs and only purchase the technology that best suits their company. CCaaS solutions are flexible software options that enable contact centers to scale quickly and efficiently for company growth.
Migrating an on-premise system to the cloud (or cloud to cloud migration) is simple. With the use of application programming interface (APIs), a business can connect their databases - CRM, billing and payments, customer data, etc. - to a cloud-based IVR system. This allows them to build applications on cloud hosted tools and maintain their databases apart from each other so that there is a layer of security to protect sensitive data.
A common name for any technology that allows interactions on a telephone and a computer to be coordinated.
Conversational AI technology uses artificial intelligence to parse voice input, determine intent and respond accordingly. It allows customers to interact more naturally than commonly used menu-driven automated self-service solutions. It can be used to address inbound customer inquiries, as well as making outbound outreach to customers.
Through the use of natural language processing (NLP), conversational AI delivers a customer service experience that enables customers to ask questions or make requests in natural conversation instead of speaking simple keywords or pressing numbers when prompted.
Communications platform as a service (CPaaS) is a cloud-based application development environment designed to facilitate business communications. CPaaS allows a business to customize their communications stack by integrating selected communications channels with their current system, instead of buying a whole new system.
CPaaS is a cloud-based platform that enables developers to add real-time communications features without needing to build backend infrastructure and interfaces.
Refers to how a business engages with its customers at every point of their buying journey—from marketing to sales to customer service and everywhere in between.
Process of combining more than one server or instance connecting a single database
A network security system that monitors and controls incoming and outgoing network traffic based on predetermined security rules
File Transfer Protocol / Secure File Transfer Protocol
Standard network protocol used for the transfer of computer files between a client and server on a computer network
A statistical Markov model in which the system being modeled is assumed to be a Markov process — call it X — with unobservable ("hidden") states. As part of the definition, HMM requires that there be an observable process Y whose outcomes are "influenced" by the outcomes of X in a known way. Since X cannot be observed directly, the goal is to learn about X by observing Y.
A numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication
An intelligent virtual agent (IVA) is an automated version of a live customer service agent. It leads an intelligent conversation with customers, responds to their questions and performs adequate non-verbal behavior to guide and respond to customer requests. An IVA can also sense heightened emotion or frustration and transfer a customer to a live agent.
In essence, an IVA augments a live agent's job by handling the repetitive and mundane calls or tasks. This allows a live agent to focus on more challenging calls where customers need personal assistance.
Interactive voice response (IVR) is a way to automate an interaction that takes place over the phone. IVR has become a part of daily life. It's typically the first interaction a customer has with a company when they call to get information about an account, order status, shipping details, etc.
IVR allows customers to direct themselves through an automated call routing process to get the information they need quickly and efficiently when it's most convenient to them.
Web services that conform to the REST architectural style, called RESTful Web services, provide interoperability between computer systems on the Internet.
A Session Border Controller (SBC) is a network function which secures voice over IP (VoIP) infrastructures while providing interworking between incompatible signaling messages and media flows (sessions) from end devices or application servers. SBCs are employed in Enterprise infrastructures or any carrier network delivering commercial residential, business, fixed-line or mobile VoIP services. They are typically deployed at both the network edge and at carrier interconnects, the demarcation points (borders) between their users and other service providers.
Special numbers that are shorter than telephone numbers and are mainly used for short message service (SMS) and Multimedia Messaging Service (MMS).
A software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted
Specification of patterns of words that are expected to appear together and the order in which they can appear
Speech Synthesis Markup Language
An XML-based markup language for speech synthesis applications
Authentication method in which a computer user is granted access only after successfully presenting two or more pieces of evidence to an authentication mechanism
The interface a user interacts with; can be visual like a web application or voice like an IVR application
Voice biometrics technology verifies the identity of a speaker. Somewhat confusingly, it’s also known as voice recognition, speaker recognition, voice-printing, voice authentication and others. For the sake of clarity, we call it voice biometrics.
VXML is a digital document standard that specifies interactive media and voice dialogs between humans and computers and is used in developing audio and voice response applications. It was developed in 1999.
In other words, it’s a computer programming language in the XML family that enables developers to create applications to automate interactions over the phone. VXML is the current industry standard for building interactive voice response (IVR) applications.