Product category:
Networking Hardware
News Release from: Aculab | Subject: Singapore Computer Systems
Edited by the Electronicstalk Editorial
Team on 19 April 2002
DSP provides natural language speech
recognition
A natural language speech recognition system at Singapore Computer Systems' JuzCall third-party call centre uses DSP resources from Aculab combined with speech recognition software from Nuance.
A natural language speech recognition (NLSR) system at Singapore Computer Systems' (SCS) JuzCall third-party call centre has been developed using DSP resources from Aculab combined with speech recognition software from Nuance The application is the first joint Aculab/Nuance deployment in Singapore
This article was originally published on Electronicstalk on 28 Feb 2002 at 8.00am (UK)
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"When we were looking for reliable, cost effective computer telephony hardware to create a natural language speech recognition auto attendant system that could be connected to our existing Nortel PABX, we found a strategic partner in Aculab", said Jimmy Ang, senior manager of outsourcing at SCS.
"We evaluated several vendor combinations but the proven Aculab/Nuance solution was clearly the best".
SCS, the IT business arm of the Singapore Technologies Group, set up JuzCall to take advantage of Singapore's growing call centre market, offering third-party outsourcing services to clients and prospects in the Asia Pacific region.
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To ensure the continued development of applications using the latest technology, Aculab's Audio Provider now supports Nuance 8 and Linux operating system.
"At SCS, we're committed to supplying the best level of service and package options to customers", says Jimmy Ang.
"We saw that using leading technologies from Aculab and Nuance would place us ahead of the competition".
The solution, a professionally answered auto attendant, allows a caller to say the name of the person or department they want to speak to and promptly be put through.
"For customers, this means no more 'waiting' music, being put on hold or being cut off.
This technology puts the customer in control", says Jimmy Ang, who adds that SCS were so impressed by the speech recognition system that they have also implemented it internally.
"The customer only needs to remember one number - not every extension".
"With this new service we can enable businesses to streamline their communications and reduce costs", he adds.
"On an internal basis it allows receptionists to do more important duties than answering and transferring calls.
Administration costs can be reduced as phone directories no longer need to be updated and less distraction calls like wrong number/extension will increase employee productivity".
According to Jeffrey Chow, operations manager at SCS's JuzCall 100-seat call centre, Aculab's Prosody PCI card was chosen because it is proven, reliable and scaleable.
"It really is the platform of choice, providing us with up to 120 E1 channels and 96 NLSR channels", he says.
"Scalability was really important too.
We promote this service to our clients and for this reason the cards and system need to be expandable.
To be honest, we couldn't be happier that we chose to partner with Aculab.
Their on-site support and remote support/service has been great".
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