Our Vision

At least twenty percent of today's customer contact agents perform low to medium complexity tasks that are better served by automated interfaces. Three percent of the work force in North America and 1.3% in Europe are associated with customer contact centers. Clearly, there is a huge opportunity to reduce labor costs, which constitute 56% of a typical call center budget. 

Many factors are converging to create the opportunity to effect a rapid evolution in customer contact applications development:

• Many roles exist where people act largely as a human-machine interface for callers to a knowledge base or a computer application. These roles are better served by software agents than by people. 
• The trend towards augmenting or replacing current Public Switched Telephone Network (PSTN) infrastructure with next-generation IP-based components is accelerating.  Rapid convergence of voice and data networks continues, with IP telephony blurring distinctions between the PSTN and the Internet. Communications with your customers may occur over the PSTN and/or next- generation IP telephony networks.
• Speech technologies available today make it feasible to construct software applications which interact naturally with people to accomplish limited goals; making possible a range of applications where intelligent agent software supplements or supplants humans in low to medium complexity roles.
• Text messaging strengthens its position as a parallel global communications network with voice-equivalent solutions - wired and wireless instant messaging, paging and email. 

Emediate has chosen to focus on building a platform for natural language applications at the networks' edge that add value to both existing and next-generation networks: reducing costs and opening new channels for engaging with customers.