What is a Voice User Interface (VUI)?

A voice user interface (VUI) enables people to interact with a voice application by speaking commands and asking questions. Using your voice to control computers, devices, virtual assistants and IVR systems has become more commonplace. Using your voice, you can compose and send text messages hands-free from your smartphone. Doctors can use software to transcribe what they dictate so that medical records are kept up-to-date. Home devices, like Amazon Alexa, process speech commands to control the lights in your home, play Jeopardy and place online orders. For a better idea of the magnitude, Google recently divulged that 20% of searches were voice. None of this would be possible without voice user interfaces (VUIs).

Voice user interfaces (VUIs) in call centers

Call centers pioneered the use of voice applications when they incorporated automated speech recognition into their interactive voice response (IVR) systems. IVR systems greet callers and provide menu options. Modern IVR systems let callers speak their menu options or voice their issue using conversational language. When they do that, they are using a voice user interface (VUI) to interact with the system.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.

NICE CXone Interactive Voice Response (IVR) is natural language voice self-service that accelerates resolution, improves routing and cuts cost with automation. It leverages automated speech recognition (ASR) to verbally gather caller information and determine optimal handling for improved customer experience.

CXone also includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes.