Genesys Cloud (formerly PureCloud)

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Voice enabled prompts

  • 1.  Voice enabled prompts

    Posted 01-15-2021 10:21
    We are new to Genesys and we recently had a customer who is totally blind, doesn't want to use the TTY number because he doesn't want the relay person hearing his legal issues.

     

    He cannot find the prompt options  on his phone when he calls and said we should voice enable where you call in and for example "if you are a plan member press or say 1"

    Does anyone have any experience or insights on including this into our IVR? 


    #ConnectwithaCustomer(NEW)
    #Routing(ACD/IVR)

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    Rob Rooney
    ARAG North America Incorporated
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  • 2.  RE: Voice enabled prompts

    GENESYS
    Posted 01-15-2021 10:29
    You can add speech recognition terms to a menu choice as well as DTMF.  Don't forget to update your menu prompt.

    https://help.mypurecloud.com/articles/enter-speech-recognition-terms/



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    Melissa Bailey
    Genesys - Employees
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