How Plum Voice's IVR Systems Use VoiceXML
January 19, 2011
By Juliana Kenny, TMCnet Managing Editor
VoiceXML (News - Alert) is a web-based programming language through which programmers can build voice applications that utilize speech recognition and text-to-speech to create work flows that interactive with a caller through an automated dialog. VoiceXML is similar to HTML and managed by Editors at the W3C (News - Alert) making it an open-standard programming language.
The VoiceXML feature set cover all IVR, messaging and call routing requirements including call recording, DTMF input, spoken input, TTS output, and recorded audio output. By using different tags, the language allows developers to control the flow of the application as well as easily integrate with database systems and handle errors that arise when interacting with a caller.
According to Plum Voice, leading supplier of IVR systems, a VoiceXML IVR application operates like a traditional Web application insofar as it receives its instruction from code that lives on a client’s web server. Much like a Web browser, the VoiceXML platform interprets pages of code that tell the platform what prompts to play, what information to collect from the caller and what information to play to the caller.
This data typically comes from an enterprise data system. By supporting VoiceXML Plum allows developers to leverage their existing skill set and infrastructure to create innovative voice applications.
Plum offers its VoiceXML platform as an onsite IVR system deployment or as a hosted IVR service providing developers and business with reliable, scalable, solutions that improve efficiencies and lower costs. All of Plum’s on-site IVR systems incorporate software that allows for the rapid integration and deployment of a business’ back office data.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny