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May 21, 2018

Aspect Software Announces New Omni-Channel Chatbot Developer Features, PCI II Compliant, Secure IVR

PHOENIX–(BUSINESS WIRE)–Aspect Software, a leading provider of fully integrated consumer engagement, workforce optimization, and self-service solutions, today announced the release of Aspect CXP 18 at ICMI Contact Center Expo. The latest iteration of CXP includes enhanced features for chatbot developers that make it easier for companies to meet the consumer demand for sophisticated digital self-service. Aspect CXP 18 is designed to create dynamic self-service applications that enable frictionless customer-company interactions across any and all interactive voice response (IVR) and digital self-service channels.

Key CXP enhancements include:

Secure IVR for secure payment processing. When an agent needs to take secure information, the call goes to the IVR to process the sensitive data and the call recording is stopped. Once the information is secured the call can be passed back to the agent
Built-in support for orchestrating and analyzing utterance recordings as a tool for speech recognition tuning needed to analyze speech recognition results. Utterance recordings analysis helps developers catch false positive recognition, false negatives, and to fine-tune the content of voice grammars as well as VXML tuning properties
Context Cookie API is used to track small data bits to orchestrate a smooth customer journey across all channels.

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