Summit App Challenge Demonstrates Ease of Building Voice & SMS Apps

ShoreTel recently hosted a Summit App Challenge for our employees to gain hands-on experience building voice and SMS applications on our Summit CPaaS solution. Participants had one week to build an app and team members from every department and skill level got involved – including both experienced developers and employees who had never coded before. Several members of our executive team even rolled up their sleeves to submit apps! It was fun to see the ideas employees came up with and the creativity and problem solving used throughout all of the submissions.

The Summit team broke the winners into six different categories: Best Idea, Best Code Structure, Most Enterprise-Ready, Best Integrated Solution, Most Creative and First In. Here are the results:

Best App Idea: 

Our favorite app idea came from Fontana Fluke, who is a Desktop System Specialist located in ShoreTel’s Rochester, NY office. He created a fitness challenge app that delivers app users a daily challenge and allows users to pledge how much they are going to do. At the end of each week, the app determines a winner and emails them a congratulatory email. Fitness can be challenging with our busy work days so having a daily reminder and weekly encouragement would certainly get us motivated!

Best Code Structure: 

Food and clean code are two of our favorite things. Ken Hertzog, a Tech Lead Software Engineer, won our hearts with his application’s pristine code structure and ability to solve a real need for our Rochester office. His Rochester food truck hotline app allows users to call into the app when trying to decide what to have for lunch and determine which food trucks are nearby. The application detects food truck locations by connecting to the Twitter API and reading through tweets from the trucks.

Most Enterprise-Ready: 

UX designer, Demetrios Costoyiannis, created an enterprise-ready app that integrates Microsoft Outlook with the Microsoft Graph REST API to read the Outlook calendar of a specified user and speak the title and time of the events occurring in the next seven days. The app also has limited ability to create events. With a little more time, we think this could be a solution enterprises would love - especially with the rising popularity of solutions such as Amazon Echo and Google Home.

Best Integrated Solution: 

Speaking of Amazon Echo, best integrated solution went to an Alexa integration app that came from Greg Rowe, Sr. Tech Lead Software Engineer. This "app" is an Alexa skill that uses Summit to send text messages. You can say things like, "Alexa, ask Summit to text Greg that I'm running late." This application not only shows the flexibility of Summit, but also demonstrates how you can extend an existing solution with a Summit application.

Most Creative: 

Creativity is key when the possibilities are almost endless. Dale Tanghe, QA Engineer, caught our attention with his shossages app. What is a shossages app, you ask? Dale combined ShoreTel plus messages to create his app that allows you to call in, record a “shossage” and send it to one of your contacts. Your contact will be able to listen to the shossage and respond with their own shossage if they so choose.

First In: 

Being first in and funny is no simple task. Kevin Conroy, Engineer, managed to do both with his Chuck Norris app. Kevin was able to complete his app in mere hours while making us laugh with daily Chuck Norris jokes.www.s

Being our first Summit App Challenge, the Summit Team was thrilled with the results and level of participation. Not only did we have a good time, but we were also able to illustrate a variety of use cases for Summit that demonstrate the flexibility Summit can deliver and show how easy it is to develop apps no matter your skill level.

For more information on how you can build custom voice and SMS app, visit summit.shoretel.com.

Source: http://shoretel.com/blog/summit-app-challenge-demonstrates-ease-building-voice-sms-apps

2023 Buyers Guide

Get Listed

Speech Technology

 

1.)

Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)

Aculab VoiSentry VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.)

Call Tracking Metrics Execute automated actions based on words spoken by your customer. Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights. Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer. Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.)

Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.

6.)

Eckoh EckohASSIST Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place. Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.)	MattsenKumar LLC SmartSpeech SmartSpeech – The Best In Class Speech Analytics Software An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.)

Medallia V-Blaze Speech to Text Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text. - Transcribe large volumes of recorded audio quickly - Integrate transcripts with your analytics or business intelligence platform - Reduce your hardware footprint and minimize total cost of ownership

9.)

Nemesysco InTone Suite - Emotion Detection via Voice Analysis InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation. It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call. Nemesysco's contact center technology is also available in API and SDK forms. Please visit our website for information about our product portfolio.

10.)

Voxjar Voxjar Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con... (read more)Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better conversations with your customers. Voxjar brings value across all departments to improve Sales, Marketing, Customer Care, Collections, Compliance, and even your Product Team. Deep insights into each customer conversation will invigorate every corner of your business. Start today with a free 14-day trial

 

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