Name: Parlance Operator Assistant
Price: 30000 USD
Author: Parlance

Help Desk

Web and Video Conferencing

Customer Support

Beta Testing

Cross-Browser Testing

Feature Management

Functional Testing

Performance Testing

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Emissions Management

Payment Facilitation

Enterprise

Accounting

Accounts Payable

Accounts Receivable

Crypto Tax

Travel Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

Payroll

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Design

Cloud Storage

DevOps

Fraud Detection

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

Privileged Access Management

Software Components

Software Composition Analysis (SCA)

Storage as a Service (STaaS)

Time Series Databases

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Email Marketing

Marketing Automation

Online Reputation Management

Product Intelligence

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Virtualization Security

Security

Aviation

Banking

Church Management

Digital Forensics

Fleet Management

Geographic Information

Hospital Management

Insurance Claims Management

Intelligent Document Processing

Internet of Medical Things

Veterinary

eDiscovery

Vertical-Specific

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The Parlance Operator Assistant, developed by Parlance Corporation, is an AI-powered voice and digital assistant designed to enhance caller experiences, streamline call management, and potentially reduce operational costs for healthcare organizations, higher education institutions, and enterprise businesses of varying sizes. According to the vendor, this solution caters to the needs of healthcare professionals, higher education institutions, and a wide range of industries within the enterprise sector.

## Key Features

**Voice-driven access**: According to the vendor, the Parlance Operator Assistant enables callers to speak naturally and connect quickly to the appropriate resources within large enterprises, such as healthcare organizations, higher education institutions, and enterprise businesses.

**Generative IVR**: The vendor claims that Parlance offers a generative IVR solution, which combines a proprietary phonetic names database with AI/NLP/NLU technology. This solution aims to provide a fast, simple, and intuitive caller experience by eliminating the need for old-fashioned IVR menus and reducing caller wait times.

**Automated call routing**: The Parlance Operator Assistant automates call routing, according to the vendor, ensuring that callers are quickly connected to the appropriate resources within the organization. This eliminates the need for manual call transfers and reduces the burden on operators and agents.

**Digital front door**: According to the vendor, Parlance helps organizations create a digital front door that strikes the right balance between technology and human support. The goal is to improve caller satisfaction and enhance the overall caller experience.

**Reduced call management costs**: The vendor claims that Parlance's intelligent automation helps organizations eliminate expensive operator workforces, potentially reducing call management costs. The vendor states that over 80% of customers and employees engage with Parlance's self-service solutions, freeing up staff to focus on higher-value tasks.

**Improved patient and provider experience**: According to the vendor, Parlance's AI solutions for clinics aim to improve patient and provider experiences by reducing costs for moving calls around the health system, delivering a consistently branded calling experience, and deflecting repetitive work from staff.

**Nuance Speech Attendant replacement**: Parlance guarantees that its solution will outperform Nuance Speech Attendant. According to the vendor, with over 25 years of experience, Parlance has become the go-to replacement for organizations that previously relied on Nuance for speech-driven call routing.

**Patient access contact centers**: The vendor claims that Parlance's solutions help handle increased call volume in patient access contact centers without the need for additional hiring. This, according to the vendor, reduces agent burnout, creates a happier and more productive work environment, and lowers operational costs.

**AI solutions for clinics**: According to the vendor, Parlance's AI solutions for clinics aim to improve patient and provider experiences by streamlining the connection with resources, reducing costs for moving calls within the health system, delivering a consistently branded calling experience, and deflecting repetitive work from staff.

**Speech-enabled self-service**: Parlance's speech-enabled self-service solutions, according to the vendor, enable callers to interact with the system using their voice, providing a more natural and intuitive experience. This, according to the vendor, reduces friction and improves caller satisfaction.

Basic

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

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Essentials

Select

Express

Premium

Vonage Contact Center for Salesforce

Parlance Operator Assistant

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Parlance

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Parlance Operator Assistant

Overview

What is Parlance Operator Assistant?