About

Customer Experience, It’s Our Calling!

We’re dedicated to helping you raise customer satisfaction.
When it comes to service, organizations please customers primarily by helping them solve their problems quickly and easily. We believe callers should be able to speak naturally and instantly connect to the resources they need. Parlance improves the first step of every caller’s journey by removing barriers to support. While old fashioned IVRs typically have an engagement rate of less than 15%, 85% of people engage with our modern voice-enabled call routing solution and are pleased to self-serve. We get callers to the right place in a business without the effort and frustration of IVRs, auto-attendants, and hold queues. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

Why Parlance?

For nearly 25 years, organizations nationwide have depended on Parlance to modernize and improve the first 30 seconds of every caller’s journey and remove barriers to service. Our solutions enable consumers to speak naturally and connect directly when they call organizations on the phone, providing friction-free, voice-driven access to the resources they need. No long hold times, no confusing menus, no numbers to press on a dial pad.

Parlance has a prestigious history of solving real world problems through the science of sound and the power of voice. Parlance speech recognition solutions evolved from BBN Technologies, now Raytheon BBN Technologies, and provided expert acoustical analysis to the U.S. government during the JFK assassination investigation. When the United Nations headquarters needed a design to ensure optimal acoustics, so that every word in every meeting could not only be heard, but be flawlessly recorded, we were there, too. Parlance has legacy of innovation and accomplishment that has driven us forward for decades.

Today, our commercial applications have one clear objective: Help people simplify their lives through speech automation. It’s a goal that has continuously guided our pioneering work to modernize caller experiences.

With Parlance relieving the burden of routine transfers and poor self-service, business operations are optimized – live agent effort is saved for more complex calls, massive hold queues are eliminated, there are fewer interactions from frustrated callers waiting on hold, staff morale improves, and revenue leakage due to call abandonment is significantly reduced.

Years of experience in healthcare, enterprise, higher education, and government, have taught us that our customers need more than technology to achieve their goals. They need a reliable partner. As a managed service, Parlance offers not only industry-leading technology, but a team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI.

Parlance Defining Qualities

Experience

Learn how excessive workload impacts your different contact center communities and gain perspective on what you can do about it.

Expertise

Parlance solutions have successfully connected more than 500 million calls for our customers. Our talented staff includes noted experts in all key areas –from telephony integration and directory development to dialog design and professional voiceover recording.

Collaboration

Our experts collaborate with you from initial discussions and surveys that help understand caller behavior, through ongoing performance monitoring and assurance. We’re committed to the success of your voice services, year after year, adjusting and improving your call handling on an ongoing basis.

Innovation

We’re leading the marketplace with self-service solutions that benefit callers and the businesses that serve them. We’re dedicated to helping our customers move from outmoded, clunky IVR and auto attendant solutions of yesteryear to intelligent call handling that takes advantage of the latest technological breakthroughs.

Proven Results

Leading hospitals, educational institutions, and businesses already rely on Parlance to manage every call, every day – year after year. Best of all, Parlance speech self-service solutions start smart and get smarter every year, delivering new value. That’s why our customers routinely report ROI of 3x, 4x, and even 5x their investment.

Speed

We can have our speech self-service solutions fully designed, implemented, and operational in 30 days or less.

Reliability

At Parlance, we support your commitment to callers by providing responsive service that is – according to our customers – “far and above anything we’ve seen” and “a breath of fresh air”.