IVR ASR TTS Language Support for Avaya Contact Centers

September 14, 2026
IVR ASR TTS Language Support for Avaya Contact Centers

IVR ASR TTS Language Support for Avaya Contact Centers

Comstice offers an on-premises solution to implement speech to text and text to speech features into your Avaya contact centers. Using MRCP protocol, we can implement speech to text and text to speech for many languages. Comstice also provides SOC2, ISO 27001 and HIPAA-certified Comstice Orbit Cloud, if you prefer Comstice-Hosted solution.

Text-to-Speech (TTS) Models and Language Support

For TTS, we have a lot of freedom. We can train any language or dialect using offline AI Tools. This means you can have your own dialect in English, French, Arabic or any other language. The procedure is as follows;

  1. We discuss and document your TTS scope; subjects, client names if you are planning to call your clients and pronounce their names, whether it is a specialist conversation such as medical terminology used to invite patients to schedule their visits etc.
  2. Based on the scope, Comstice creates a text script for reading and recording by a talent.
  3. Either a Comstice talent or talent provided by the client reads and records the speech. Recordings are usually between 30min to three hours. It can be recorded in small, shorter chunks.
  4. Using offline AI tools, without sharing your recordings with any AI service, Comstice creates your TTS model. This can be done on your network as well for full data privacy.
  5. New model is implemented using MRCP features for Avaya contact centers;
    • Click here to learn about configuring Avaya Experience Portal for ASR and TTS.
    • Click here to learn about configuring Avaya Interactive Response for ASR and TTS.
    • Click here to learn about configuring Avaya Voice Portal for ASR and TTS.

Automated Speech Recognition (ASR) Models and Language Support

One of the benefits of the AI boom is that there are many open source language models made available for different languages. Depending on the complexity of the conversations, and the terminology required, we can select one of the available open source models and run offline, on your network with no additional cost. Comstice provides the runtime environment and MRCP support for the ASR model selected. Comstice has a test number that you can call, select the language you prefer and test ASR. Click here to request access.

Once ASR and TTS models are integrated, you can add the text onto your Avaya IVR scripts.

AI Voice Assistant

If you are looking for more AI intelligence, Comstice offers AI Voice Assistant that runs on your network or in the cloud and provides three levels of intelligence;

  1. Level 1 is simple comamnds like "Connect me to Finance", "Business Credit Cards" etc. It is often used to avoid Press 1, Press 2 menu options.
  2. Level 2 is pre-populated questions and answers; What is my current balance? When is my renewal due? Where is my parcel? It helps to create self-service support without running a comprehensive language model for intelligence. In this level, you can still run a level of intelligence without any GPU hardware resources.
  3. Level 3 is the true assistant mode where we can train and fine tune a model for your specific business needs such as IT Helpesk support voice assistant or dishwasher support helpline. In this use case, users can ask comprehensive questions and may have detailed conversations with AI Voice Assistant. For example;
    • Our dishwasher is not cleaning well on the top shelf. What should I check?
    • This often happens due to blocked water propeller or the water connection between the pipe at the back of the shelf and the water source at the back wall of the dishwasher. Make sure that they are aligning as expected. Also clear the filter at the bottom, add more dishwasher salt and run an empty round.
    • OK tried that but still not...

Level 3 AI Voice Assistant is often used to provide support on the phone instead of going through lots of support articles or support videos. In the above example, the alternative is to call for a service repair which takes time and costs more. Therefore, customers tolerate the glitches on the AI Voice Assistant and they are more patient. Because AI is a better option than the alternative.

Talking is always easier than typing and you can create such service without sharing your data with the third-parties.

Comstice Standalone IVR

If you do not have an Avaya contact center environment or you are looking for a modern, web-based IVR setup, Comstice IVR could be an option. You can run ASR and TTS on Comstice IVR natively and create your contact flows using web-based drag and drop interface. It integrates with your Avaya Session Manager using SIP.

Conclusion

Offering speech to text and text to speech services in many languages could not be easier. Comstice helps you to eliminate any friction in the technology layer and turn your customer service into a value creation center. Click here to request callback.

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