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News : Vodafone and Amazon Web Services Launch Kiwi Voice for Use in Contact Centre

#contactcenterworld, @vodafonegroup, @awscloud

Auckland, New Zealand, Aug 25, 2021 -- Vodafone collaborated with Amazon Web Services (AWS) to develop a Kiwi text-to-speech (TTS) voice that incorporates te reo Maori phrases for use by local organisations. Kia ora, Morena, Nga mihi, Rorohiko, Ma te wa are just some of the familiar phrases callers will now hear when they contact Vodafone for support.

Vodafone and AWS created the voice using Amazon Polly, a machine learning service that turns text into lifelike speech, enabling organisations to create applications that talk, and build entirely new categories of speech-enabled products. Amazon Polly's Text-to-Speech (TTS) service uses advanced deep learning technologies to synthesise natural sounding human speech across a range of speaking styles. The Amazon Polly team has developed more than 60 voices in 29 languages to date.

The new voice is embedded within Amazon Connect. When Vodafone customers call, it will assist them to open a new account, check their balance, and provide updates on new products and services - all in a conversational manner that Kiwis know and understand.

Following the launch with Vodafone, AWS will make the new Amazon Polly voice generally available to any customer using Amazon Connect, enabling them to provide customer service using te reo Maori phrases.

Mark Fitzgerald, Head of Digital Tools, at Vodafone NZ, says, "Vodafone is proud to launch the new Kiwi voice using Amazon Polly within parts of our call centres today, which will soon answer millions of monthly customer calls. It is really important we integrate a unique New Zealand identity into our customer service channels, including te reo Maori phrases and correct pronunciation. It’s been great to collaborate with AWS on developing this sophisticated new Kiwi voice in the cloud, and enable other organisations in Aotearoa NZ to adopt it through Amazon Connect.

"Our Amazon Connect implementation offers a better customer experience across all service channels, which includes ensuring calls are directed to the right person as quickly as possible using sophisticated technology to help customers solve their issues as fast as possible," adds Fitzgerald.

Stuart McLean, Head of Enterprise, Commercial Sector, for Amazon Web Services, New Zealand, comments, "We’re excited to have an Amazon Polly voice in Aotearoa that incorporates our uniquely Kiwi accent and selected te reo Maori phrases. It’s important that organisations with a strong presence in New Zealand like Vodafone, can offer their callers a familiar voice through their contact centre experience. Using advanced AWS capabilities like machine learning, we are able to assist to drive innovation and help to create personalised experiences that are increasingly more familiar and local."

#contactcenterworld, @vodafonegroup, @awscloud

Posted by Veronica Silva Cusi, news correspondent
Source: https://news.vodafone.co.nz


About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

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.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - Multi Contact

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

Published: Friday, August 27, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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