Layered Software

The software underlying our service offering is composed of several components organized into four key areas. 

Dialog Management
Dialog management is concerned with listening to what a caller says and translating the spoken words into a meaningful interaction.  While high performance automatic speech recognition (ASR) and text-to-speech synthesis is required to accurately listen to and speak to the caller, respectively, linguistic and human factors expertise enable efficient and purposeful conversation with the caller.  Our linguistic staff work continually to enhance our pronunciation and language databases.  Additionally, our human factors staff produce dialogs that associate high user acceptance and guide the caller to the appropriate destination quickly and easily.

Telephony Management
Quite simply, Parlance has developed a phone interface which enables NameConnector service to connect to nearly any type of switch in the marketplace.  The combination of highly configurable switch integration parameters, managed transfers using call progress analysis, and programmable dialing instructions by destination type have enabled successful integrations of NameConnector service units to every telecommunications environment Parlance has encountered to date.  Additionally, Parlance service staff have significant telecom expertise accumulated over a decade of experiences with telephony switches from almost twenty manufacturers.

Directory Management
NameConnector Service incorporates a directory interface which enables Parlance to get data from any repository and build registries that are up to date and accurate.  Since typically no single repository of staff names and numbers that exists in a business is complete, Parlance applies a broad range of technologies, unique tools, and expertise to the task of establishing and maintaining a comprehensive enterprise names directory.  Data transport tools enable importing of directory data via a variety of means including FTP, HTTP, LDAP, and their secure forms.  Database manipulation tools support automated merging, filtering, augmenting, and error analysis of multiple target directory data sources.  And, web tools and technologies facilitate secure access to the directory for select administrators from any Internet-enabled computer.

Operations Management
Today’s voice network staff is asked to provide a much more expansive and diverse set of reports on caller service delivery and call routing efficiency to
management.  Parlance applies the latest technology and tools to its NameConnector Service operations and performance reporting so that you can gain insight into caller behaviors, enabling service level improvements.  In fact, using NameConnector reporting tools, you can access extensive, graphical, web driven call statistics and network usage information that goes “above and beyond” typical switch call detail reports.

We have a wealth of telephony experience, that is coupled with our voice recognition expertise.  There's not many situations that we have not dealt with before.