What is a Voice Platform?

A voice platform facilitates the deployment of voice applications, enables the integration of call center software with telephony systems, and enables speech processing capabilities such as voice authentication.

Voice platforms are the basis for virtual assistants like Amazon's Alexa and Apple's Siri. These systems use a voice platform to allow users to perform hands-free tasks like setting reminders, playing a favorite playlist, or checking on the weather forecasts, all based on voice commands. When they're on the same voice platform, Alexa can also control home devices like lamps, thermostats, and other objects that are part of the "internet of things” (IOT).

In call centers, modern interactive voice response (IVR) systems are a good example of an application that relies on a voice platform, especially for certain functionality. Voice authentication, which grants permissions to a caller based on their unique voiceprint, also runs on a voice platform. Additionally, speech recognition, which allows callers to speak menu choices or voice their issue, depends on a solid voice platform for performance.

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations 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 you holistically run your call (or contact) center operations.

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