What is a Phrase?

In call center language, the term "phrase" is typically associated with interactive voice response (IVR) systems, especially those that use speech recognition as a method of menu interaction. As an example, directed dialog is a menu type that’s enabled by speech recognition. It allows callers to speak their menu selections, but only by using very narrowly defined phrases. For example, the IVR might say, "Do you want to file a claim? Say yes or no." The IVR is expecting either of two phrases - yes or no. If the caller uses a phrase other than yes or no, it's likely that the IVR won't know how to process it.

Directed dialog is useful when the menu is simple. Plus, it's easy to implement because only a small set of phrases needs to be programmed. Once programmed, phrases are stored in an IVR system's grammar file.

How NICE can help

NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:

  • Interactive Voice Response (IVR) is fully-integrated voice self-service that accelerates resolution, improves routing and cuts cost with automation. It leverages ASR to verbally gather caller information and determine optimal handling for improved customer experience.
  • Modern ACD providing digital first omnichannel routing and increased business agility
  • Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
  • Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
  • Omnichannel customer journey management

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.