Our Technology
Salmat delivers business solutions to optimise customer contact centres using a range of implementation models and technology components.
Our core applications include:
- Establishing the reason for customer contact to enable effective routing of calls
- Identifying and verifying customers and verifying to enable efficient, secure customer interactions
- A range of self-service modules to improve contact centre efficiency.
Salmat’s focus is on delivering a positive customer experience in all these applications through appropriate use of technology.
Salmat's speech solutions are underpinned by core speech technology components. These components are engines to provide underlying speech capabilities that are used by the speech application and integrated into the complete solution. These components include:
- Speech recognisers, which turn human speech into text
- Text-to-speech engines, which create realistic-sounding speech from text
- Voice biometric engines, which verify the identity of a person using characteristics of their voice.
Our solutions are often deployed alongside partners to enable meeting a range of broader business objectives for our customers. These range from providers of technology components, to telecommunications carriers, to wide-ranging systems integration service providers.
Salmat understands the complex business and technology environments that form the basis upon which its solutions must be implemented. Existing telecommunications and technology infrastructure are seamlessly integrated in order to present a seamless customer experience. In some instances this is best effected by installing equipment on-premise for an organisation; in others, carrier hosting is more appropriate; cloud services fit some; and in several cases we have implemented hybrid models to enable the benefits of different models to be maximised.
The same applies to the underlying integration points: in some cases, digital telephony services are most appropriate - whether Q.931 to a local switch, ETS300 to a telco network, or a range of other possibilities. In other cases, IP telephony services are best suited. Salmat works with organisations to ensure that such decisions are considered in the light of current and potential future requirements.
In most cases integration with existing technology infrastructure is required - whether CTI, host computer systems, reporting warehouses, or administration infrastructure. Our solutions have been integrated to a wide range of such services with some including: SOAP over HTTPS; IBM 3270 terminal emulation; HTML parsing over HTTP; plain-text over FTP; database integration via ODBC; Genesys I-server; Envox's CT-Connect; SNMP alerting for alarm conditions; and data delivery to OLAP cubes.
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