Virtual Office Featured Article

Ribbon Partners with for Natural Language Processing

August 15, 2018
By Paula Bernier - Executive Editor, TMC

Ribbon Communications (News - Alert) Inc. is bringing’s natural language voice solution to its CPaaS and UCaaS offerings. The goal is to streamline contact center services and improve employee productivity via virtual assistants in UC clients.

Ribbon is integrating these capabilities into its Kandy (News - Alert) Live Support Wrapper. That will enable companies’ website visitors to interact with an AI-based agent. (Website visitors will also have the option to reach a human for help if needed.)

The company also is bringing’s Omega virtual assistant into its UC solution. That will allow users of the Ribbon UC solution to use their voices to more easily get answers to common questions; send emails and texts; set up meetings; and more.

“Voice AI is really about enablement and simplifying processes,” noted CEO Noam Fine. “Users can simply ask for the information they need or give task-related commands, and get results more quickly, easily and cost-effectively. These benefits translate to multiple use cases, whether by adopting virtual agents to extend a customer’s access to your sales or support team or improving staff productivity via task automation.”

Ribbon said it picked’s platform because it can handle complex business interactions and its conversational capabilities allow for human to human-like conversation.

“Natural language AI creates an impactful new way to interact with business tools,” said Jeff Singman, vice president of product at Kandy Business Solutions.  “Combining this innovative interaction model with our UC services makes it easy for end users to get more done.

“Customers can also reduce costs by leveraging AI as an intelligent first level of contact for sales or customer support, freeing up staff cycles for higher value engagements,” he added. “We’re pleased to be working with an innovation leader like as we rapidly extend AI within our Kandy portfolio to enrich personal and business process interactions.”

AI and natural language processing are two technologies that have big impacts on how work will be done in the not-to-distant future. That’s why TMC (News - Alert), the publisher of this article, is launching the Future of Work Expo.

The Future of Work Expo will address the benefits and challenges of employing AI, machine learning, and NLP to make work more efficient and effective. We invite you to join us at the Future of Work Expo, which will take place Jan. 30-Feb. 1 in Fort Lauderdale, Fla.

Edited by Maurice Nagle

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