Sep 9, 2021

The Customer Experience Just Got a Much-Needed Assistant: IntelePeer’s Atmosphere Voice and CPaaS enhance IBM Watson Assistant with intelligent communications and value-added applications for enterprise and contact center customers

Voice automation has a long and storied history that began in 1961 with the introduction of the IBM Shoebox, which converted the spoken word into electrical impulses. Considered the first voice recognition system, and using early AI algorithms, it was able to recognize and respond to 16 spoken words. By the end of the 20th century, subsequent breakthroughs began to occur more frequently and with greater commercial impacts. By 2011, voice automation and AI grew so sophisticated that IBM Watson competed with human Jeopardy contestants and won.

With AI, automation, and advanced communications, voice has taken center stage, and everything—from home appliances to cars and wrist watches—seems capable of recognizing human speech in one or multiple languages.

According to Mordor Intelligence, the global CPaaS market is expected to reach USD $26.03 billion by 2026. It’s not surprising. There is a growing expectation from consumers that their customer service questions will be resolved in a way that’s convenient and easy to navigate. Yet, while self-service options are more widely available today, most—according to research firm Gartner—have three trouble areas that frustrate customers enough that they will resort to picking up the phone to reach a live representative: (1) external search; (2) site navigation; and (3) self-service capabilities. Conversational AI and CPaaS solutions, such as those offered by IBM with Watson Assistant and IntelePeer, aim to solve frequent customer complaints by helping organizations deliver intelligent, personalized omnichannel experiences that delight consumers.

To address new and fast-growing market opportunities, IBM has embedded IntelePeer’s omni-channel Atmosphere CPaaS solution within IBM Watson Assistant to deliver exceptional contact center experiences. The combination of IBM Watson and IntelePeer technologies offer client capabilities to handle hundreds of thousands of concurrent calls to support even the most demanding call center environments. Additionally, IntelePeer’s Atmosphere complements IBM Watson Assistant with value-added software capabilities, intelligent routing and outbound calling, and provides integrations to common business phone and contact center platforms such as Genesys, NICE inContact, Five9, Cisco, Avaya, and many others.

IBM Watson Assistant with IntelePeer’s CPaaS is available via the IBM Cloud through a self-serve process or, for more complex undertakings, it can be custom configured.

IntelePeer has a proven track record in reliability (99,999%) and award-winning customer support. Whether for cloud, on-premises or hybrid contact centers, IBM Watson Assistant and IntelePeer make it easier to introduce new features and capabilities into clients’ communications platforms.

If you’d like to hear more, contact your IntelePeer Sales Representative or IntelePeer Business Partner.