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      What is a Phrase?

      In call center terminology, the term "phrase" is typically associated with interactive voice response (IVR) systems, especially those that use speech recognition as a method of menu interaction. As an example, directed dialog is a menu type that is enabled by speech recognition. It allows callers to speak their menu selections, but only by using very narrowly defined phrases. The IVR might say, "Do you want to file a claim? Say yes or no." The IVR is expecting either of two phrases - yes or no. If the caller uses a phrase other than yes or no, it's likely that the IVR won't know how to process it.

      Directed dialog is useful when the menu is simple. Plus, it's easy to implement because only a small set of phrases needs to be programmed. Once programmed, phrases are stored in an IVR system's grammar file.

      How NICE is Redefining Customer Experience

      NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

      It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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