Use multiple languages in the same Voca CIC IVA

The latest enhancement in Voca CIC Flow Designer introduces multi-language support for speech-driven IVAs within the same call flow. This feature allows Tenant Administrators to configure call flows that accommodate multiple languages. For example, regions where multiple languages are spoken, like Belgium and Switzerland, for reception desks with automated ‘Welcome’ flows, and for global companies with a diverse customer base.

This capability extends to:

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Speech Input: Recognition of caller speech in different languages.

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Text-to-Speech (TTS): Language-appropriate voice output for system responses.

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System Prompts: Automatic adaptation of pre-built prompts to the caller's language preference.

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User Pre-Recorded Prompts: Support for language-specific audio files pre-uploaded by Tenant Administrators.

By enabling multi-language functionality, this feature ensures a more inclusive and globalized customer experience, reducing the need for separate call flows per language.

Why is this important?

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Streamlined Call Flow Design

The ‘Set Language’ block eliminates redundancies, simplifying the creation of comprehensive, multi-language call flows.

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Scalability for Global Markets

Businesses can easily expand their IVA capabilities to accommodate new languages without a complete redesign.

Impact on User and Administrator Experience

The ‘Set Language’ building block in the Flow Designer allows Tenant Administrators to dynamically configure the language context for specific branches within a call flow. By placing this block before any language-dependent segment, Tenant Administrators can specify the desired language from a predefined list.

Once the language is set, the call flow automatically updates all relevant functionalities—such as Automatic Speech Recognition (ASR), Text-to-Speech (TTS), system-generated prompts, and user-uploaded audio files—to operate in the selected language.