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. Users can voice instructions to control computers, devices, virtual assistants and IVR systems, compose and send text messages hands-free from a smartphone, transcribe dictation, etc. Home devices, like Amazon Alexa, can process speech commands to control the lights, play Jeopardy, place online orders, and more. Google recently reported that 20% of searches it facilitated were executed by 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 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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