Parlance and Digital DataVoice (DDV) Partner to Enhance and Automate Contact Center Interactions

By STS News Desk On Aug 9, 2018

Parlance-DDV partnership enables more natural caller engagement and raises efficiency throughout the caller journey–inspiring higher customer satisfaction

Parlance Corporation, a leading provider of adaptive speech call routing solutions that improve the caller experience, today announced a strategic collaboration with Digital DataVoice (DDV), an independent integrator of cloud and premise-based contact center solutions.

Parlance’s best-of-breed call-routing will become a critical offering in DDV’s comprehensive portfolio of contact center solutions for healthcare, retail, and other key markets. Parlance customers can benefit immediately from DDV’s expertise in upgrading and optimizing self-service platforms—as well as DDV’s extensive consulting offerings.

“Our partnership with DDV means that organizations that choose Parlance can expand the value of speech self-service to include transaction-based caller conversations,” says Joseph Maxwell, CEO of Parlance. “And organizations that choose DDV can ensure that the first step of the caller journey is as good as the experience that follows, thanks to our adaptive speech automation solutions.”

Adaptive speech automation guides callers to the correct contact center resource or application and evolves to meet the needs of callers. And since Parlance manages its solutions for the lifetime of service, the Parlance solution performs exceptionally on its first day—then continues to improve in the future.

“Parlance greets the caller and gets them to the right place, quickly and easily,” says Michael Hentges, DDV’s chief technology officer. “DDV lets contact centers continue the self-service conversation in the same mode. With Parlance and DDV, the caller gets true continuity of experience.”

Now complex, multi-channel interactive voice response (IVR) platforms can deliver excellent experiences when routing callers to the right resource—even across the largest enterprises.

By bringing together their complementary strengths, Parlance and DDV deliver a complete, end-to-end solution that’s efficient and effective—and that can be implemented quickly in contact centers. Parlance’s proven, turnkey call-routing solution eliminates the need for custom-built speech attendants, as well as the inherent extra costs and time delays.