![]() ![]() This application uses an attended call transfer to transfer the customer's call to the appropriate human agent. The Microsoft Unified Communications Managed API (UCMA) 3.0 Core SDK supports unattended, attended, and supervised call transfers. Speech recognition also requires installation of a runtime language pack, in this case the Microsoft Server Speech Recognition Language - TELE(en-US). This application uses the Microsoft Speech Platform SDK version 10.2 to perform speech recognition. Speech RecognitionĪ SpeechRecognitionEngine object is used together with a simple grammar to recognize specific words spoken by the caller. Speech synthesis also requires installation of a voice, in this case the Microsoft Server Speech Text to Speech Voice (en-US, Helen). This application uses the Microsoft Speech Platform SDK version 10.2 to perform speech synthesis. This call center application combines four separate communications technologies.Ī SpeechSynthesizer object is used to query the customer for their name and the nature of their call. The information about the caller is also passed to the agent and displayed on their monitor at the same time that the call is transferred. This information is used both to determine where it can transfer the call, and to gather information about the caller.Īfter the dialog between the customer and the application the call is transferred to the appropriate person within the company, the agent, for additional handling. The application queries the caller for their name and the category of their inquiry. The call center application described in this article handles a single customer call. Examples of this include help desks, retail financial support, and sales support." Some businesses even service internal functions through call centres. Examples include utility companies, mail order catalogue retailers, and customer support for computer hardware and software. "Most major businesses use call centres to interact with their customers. The role of call centers is summarized by Wikipedia: This is the first in a series of four articles about how to create a call center application.Ĭreating Call Center Applications with Unified Communications SDKs: Bot Application (Part 2 of 4)Ĭreating Call Center Applications with Unified Communications SDKs: Agent Application (Part 3 of 4)Ĭreating Call Center Applications with Unified Communications SDKs: Code Listing (Part 4 of 4)Ĭall centers are used to handle incoming telephone calls from customers seeking information and product support. ![]() Published: April 2012 | Provided by: John Clarkson and Mark Parker, Microsoft | About the Author Summary: Learn how to use Unified Communications SDKs to implement speech synthesis, speech recognition, and call control technologies to create a simple call center application.Īpplies to: Microsoft Unified Communications Managed API (UCMA) 3.0 Core SDK or Microsoft Unified Communications Managed API 4.0 SDK | Microsoft Lync 2010 SDK | Microsoft Speech Platform SDK version (圆4) 10.2 ![]()
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