SeaX includes Twilio Flex plugins that address common contact centre requirements while keeping the flexibility of customisation.
Seasalt.ai, an advanced cloud communication artificial intelligence provider specialising in customisable speech solutions for contact centres, has partnered with Twilio, a customer engagement platform provider, to launch SeaX, a quick deployment bundle built on the Twilio Flex platform.
Powering SeaX is Seasalt.ai’s SeaSuite, which includes capabilities such as SeaVoice, for speech recognition, speech synthesis, and speech-to-text (STT) transcription that can be customised for different languages; SeaWord, for natural language processing and understanding; multi-turn dialogue systems; a knowledge base; and a framework for automated chatbot responses.
SeaX also includes dozens of Twilio Flex plugins that can address common contact centre requirements while keeping the flexibility of customisation. It packages core contact centre features, such as holiday and business hours, call disposition, cold and warm transfer, and coach and barge, into one bundle. It also supports omnichannel messaging via webchat, SMS, Facebook Messenger, WhatsApp, Line, and Google Business Messages and integrates with common CRM software such as Zendesk, Salesforce, HubSpot, and Microsoft Dynamics 365.
“We’re excited about the partnership between Twilio and Seasalt.ai to bring SeaX to the market. The launch of this bundle will empower organisations to build a programmable contact centre platform that allows them to build customer engagement applications that fit their business,” said Frankco Shum, Director of Asia-Pacific and Japan (APJ) Flex Partners at Twilio, in a statement.
“The swift collaboration between Twilio and Seasalt.ai greatly accelerated customer’s contact centre operations in the APJ region. Most customers wanted an operational contact centre yesterday, and we delighted them with a launching date next week. This quick launch bundle is well-adapted to the fast-paced business demand in APJ,” said Xuchen Yao, CEO of Seasalt.ai, in a statement.
The same automatic transcription and categorisation going into SeaX have also been added to Seasalt.ai’s meeting intelligence system, SeaMeet, for extracting topics, follow-up actions, and customer and agent emotions and sentiments from calls and coaching agents.
