Parlance Helps Customers Reduce Call Management Costs and Improve Caller Experiences

Parlance Service now rated “Avaya Compliant” compatible with key Avaya Contact Center solutions

Parlance Corporation, a leading provider of speech-driven self-service solutions, announced that its voice-first call routing applications are compliant with key Avaya Contact Center solutions, helping customers significantly reduce call handling costs by lowering call volume to main number operators. Avaya Holdings Corp. is a global leader in solutions that enhance and simplify communications and collaboration.

Parlance has a prestigious history of solving real world problems through the science of sound and the power of voice. The company evolved from BBN Technologies, now Raytheon BBN Technologies, the government contractor known for high-profile achievements in advanced speech recognition and natural language understanding. Parlance speech-driven call routing applications help customers eliminate massive hold queues, free live agents for more complex calls, optimize business operations, and significantly reduce call handling costs. Callers can speak naturally and connect directly when they call companies, easily engaging with this modern voice-first solution. Parlance Service is now compliance-tested by Avaya for compatibility with Avaya Aura Experience Portal.

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“We are pleased to improve our support of contact center speech self-service solutions for Avaya customers,” said Joseph Maxwell, chief executive officer, Parlance. “Compliance with Avaya Aura Experience Portal allows Parlance to innovate based on an open, standards-based platform, helping Avaya customers easily and cost-effectively incorporate new technology into their contact center and uncover new possibilities for getting more out of their communications infrastructure.”

“Technology partners like Parlance Corporation are helping Avaya deliver high value solutions in the demanding area of speech self-service,” said Eric Rossman, vice president, Partners, Developers and Alliances, Avaya.  “Parlance Service, a managed service approach to speech-driven call routing, allows Avaya customers to modernize the first step of caller engagement economically and with significant improvements to ROI.”

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Parlance is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Technology Partner, Parlance can submit products to Avaya for compliance testing, where a team of DevConnect engineers develops a comprehensive test plan for each application to verify its Avaya compatibility. This enables customers to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—helping speed deployment of new applications and reduce both network complexity and implementation costs.

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