Our Technology

Eckoh is committed to assessing the latest technology on an ongoing basis and investing in areas that we believe helps us maintain our exceptional service availability, bring new features and improved performance for the benefit of clients and future services.

Technology advancements in the industry have progressed and Eckoh has made a significant investment in Next Generation Voice Platforms with 4,000 ports of VoiceXML call handling platform already deployed. VoiceXML is a standards based framework that allows clients to migrate services from the premise solution to the Eckoh platform with minimal fuss or disruption.

Eckoh are pleased to have partnered with Holly Connects for this technology and have been working on new features with them to ensure that we remain at the forefront of the market. Supporting the platform is the latest Nuance software, Recognizer V9 and Vocalizer 5, the latest best-of-breed speech recognition software. With the applications developed by Eckoh's in-house teams this allows us to push the limits of technology in order to extend the usability and functionality for the customer experience.

As the Telecoms Industry moves forward with IP connectivity, with the likes of BT 21CN, Eckoh has now positioned itself to make full use of SIP based communications, with the added advantages that this brings to both the transport layer and application layer functions.

Enhanced capability, performance and quality

The new platform enhances the capability, performance and quality of Eckoh's contact centre solutions; providing unprecedented accuracy, reliability and ease of use for the consumer. In particular the capability to provide a more natural and conversational style of service is a feature that Eckoh expects clients to increasingly demand, and which will result in even higher levels of successful automation.

Voice biometrics

As an additional investment Eckoh has also purchased the Nuance Verifier voice authentication software, which creates individual voiceprints to authenticate callers and customers with just their voices, enabling secure access to information. This enables us to offer an identification and verification solution, with the ability to confidently ensure access to sensitive information is secure whilst reducing the risk of exposure to fraud and identity theft.

Eckoh solutions

By using these market leading products enables our technology team at Eckoh to design, develop and deliver integrated solutions that provide both the levels of automation required, combined with a call flow that is natural to the caller enabling and driving caller behaviour and usage.

Eckoh is committed to continual service improvement programmes and analysis of caller actions is integral to drive performance improvements and call flow designs.