Conn3ct has acquired ICR Speech Solutions & Services, a speech app development company specialising in IVR and speech bot technology.
"IVR is a critical technology in contact centres, providing the initial response to a customer caller before they reach an agent," said Alex Tupman, CEO at Conn3ct.
"Dramatic advances in technology and the introduction of AI and ML have driven IVR from basic ‘call steering’ towards a more context-aware, personalised customer experience.
“We want to move away from rigid, linear applications to something that is more human and satisfying to the customer’s experience. We want to distance ourselves from individual channel bots to a single conversation AI engine, that supports voice and chat channels. ICR is a great strategic fit. It adds important IP and capability to Conn3ct’s proposition.