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News : NAB Unveils Computer-generated ‘Brand Voice’ for Contact Centres

#contactcenterworld, @awscloud, @NAB

Melbourne, Australia, Feb 5, 2020 -- National Australia Bank now has a "brand voice", a lifelike sounding automated speech capability for its contact centres powered by cloud computing provider Amazon Web Services.

The NAB voice, which can read out text in a natural way, sounds like a male Australian which, the bank says, is consistent with its brand and what a NAB customer would expect when they call the bank.

The voice runs on AWS’s Amazon Polly service and will be used in NAB’s contact centres. The bank is currently migrating its contact centre technology to Amazon’s cloud solution, Connect.

"We’re looking to Amazon Connect to help us improve the experience customers have when they contact our call centers," said Laurent De Segur, NAB’s general manager of digital and assisted channels.

"For that reason, it was also important that the voice we created using Amazon Polly Brand Voice felt both uniquely NAB and consistent with our position and what our customers expect when they call us."

KFC Canada also launched its brand voice today, an automated Colonel Sanders sounding voice to be built into Amazon Alexa services which allows users to order food through the Amazon voice assistant.

Amazon Polly, is an AWS service that converts text into lifelike speech. It launched in 2016 but today is the first reveal of the new "brand voice" function.

Phillip Zammit, AWS’s head of cognitive CX for APAC says Australian brands want to deliver personalised experiences that build brand advocacy and a brand voice can help do that.

"Emerging technology like neural text-to-speech leverages machine learning tools to turn customer interactions such as contact center calls or virtual assistants into engaging and human-like experiences designed to reflect a brand’s persona."

#contactcenterworld, @awscloud, @NAB

Posted by Veronica Silva Cusi, news correspondent
Source: https://which-50.com

About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
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About National Australia Bank:
Company LogoNational Australia Bank’s UK organisation.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Related Editorial

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Published: Thursday, February 6, 2020

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2023 Buyers Guide
Get Listed
Recording

 
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.

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ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
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MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
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Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
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Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
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OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
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PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
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Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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