For many contact centers that rely heavily on self-service components such as interactive voice response (IVR), one language simply isn’t enough. Whether they’re handling calls in one region for multilingual customers or deploying it across a large region that encompasses many languages, companies that need multilingual capabilities but find their IVR only “speaks” one language may find themselves facing limitations.

For these companies, multilingual IVR solutions are a necessity. Belfast, Northern Ireland-based SpeechStorm (News - Alert) recently announced 'Jackson' software release for its SpeechStorm Framework IVR platform features new multilingual, mobile and testing capabilities for French and Spanish. The company’s solution already has user options for about 12 languages, but French and Spanish customers can now configure the applications through a business user interface, called the “Control Centre,” in their own language.

"Localizing the Control Centre user interface was the next logical step to our multilingual capabilities," said SpeechStorm CEO Oliver Lennon, in a statement. "It means business users can manage all aspects of their voice applications in English, French or Spanish. Next on our list: Italian and German.”

The new release also includes SpeechStorm Mobile eXperience (MX) for iPhone and Android (News - Alert), which was added to enable end users to create and deploy complete customer service applications using an intuitive drag-and-drop interface,  which can help significantly reduce the time to market for new or improved apps. It also boosts the quality of service for mobile users.

“This enables app users who want to speak with a customer service advisor, to see the expected wait time for their call to be answered, giving them the choice to wait, or choose a time slot in which to be called back,” says SpeechStorm. “Once connected, the advisor is also automatically provided with the caller's details and call context from the mobile app, so the customer doesn't need to repeat information, or go through tedious identification and verification steps before receiving the help they need.”

The new version of SpeechStorm MX also includes full integration with Genesys (News - Alert) Mobile Engagement (GME) with SpeechStorm partner and contact center solutions leader Genesys.

SpeechStorm offers a range of pre-built phone self-service apps that have been optimized for the Genesys Voice Platform. They are fully configurable and can be managed through SpeechStorm’s business user interface. The applications offer real-time reporting on IVR performance and are configurable to support either speech recognition or touch-tone input.

In the past, SpeechStorm was named “UK & Ireland Partner of the Year” by Genesys, an accolade that was bestowed on the company at Genesys’ 2012 G-Force event held in Barcelona, Spain.