New features make superior customer experience accessible through AI-driven Interactive Voice Response

Voximplant, an innovator in the Cloud Communication Platform-as-a-Service (CPaaS) market providing customized, serverless solutions, announced significant updates to Smartcalls, now known as Voximplant Kit. This no-code, Artificial Intelligence (AI)-powered solution helps companies build scalable outbound and inbound call campaigns leveraging Interactive Voice Response (IVR) and virtual agent capabilities that reduce operational costs and enhance the overall customer experience without requiring specialized technical expertise.

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Industry analyst firm IDC projects the Cloud Communication Platform-as-a-Service (CPaaS) market will grow from $2 billion to $10.9 billion by 2022. Demand for higher customer support standards is a driving force behind this growth and continues to be a determining factor in customer loyalty. In fact, 72% of businesses say improving positive customer experiences is their top priority. Timely responses, a seamless omnichannel experience and personalized interactions are all instrumental in finding and retaining customers. In order to meet these heightened communications demands, companies must leverage superior voice, video and text communications capabilities to deliver seamless communication with customers and partners.

“Voximplant Kit is a sophisticated, out-of-the-box solution for businesses looking to modernize and optimize their customer communications without having to train specialized staff and allocate large budgets,” said Alexey Aylarov, CEO of Voximplant. “Businesses need better ways to interact with their audience in a way that is approachable to management, delightful to customers, and painless to deploy. To achieve these goals, we reimagined how communications solutions are built while making our best-of-breed capabilities intuitive to access via a visual builder.”

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Voximplant Kit has been proven to increase customer engagement for outbound calling by up to 50% and is over 30% more cost effective than human engagements. Its speech synthesis supports 120 different voice options including voices powered by Google WaveNet, which enables human-like speech. Voximplant Kit also enables real-time voice transcriptions for more than 80 languages and interfaces with Google’s Dialogflow for adding virtual, bot-based agents.

Current solutions available on the market for call automation require significant initial investment, as well as specialized telephony and development staff. Voximplant Kit enables new users to sign up, create and test a campaign or smart IVR in minutes without requiring specialty IT experts.

Due to overwhelming demand by more than a thousand customers, Voximplant developed several improvements and better integrated the solution with its extensive communications capabilities since its early beta release. This latest release includes:

• User interface improvements designed to speed flow creation for non-developers;
• Step-by-step guides for building a variety of automated call campaigns;
• New outbound campaign management setup and management features;
• Expanded number of AI speech synthesis and speech recognition options; and
• A real-time visual test mode, which makes debugging and troubleshooting much easier and faster than before.

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