Interact's Solutions Evolve Along with IVR
August 14, 2012
By Colleen Lynch
, TMCnet Contributor
The Interactive Voice Response industry is constantly evolving, and companies which offer IVR solutions are expected to evolve along with it. Interact Incorporated (News - Alert) has never faltered in this aspect. As a developer of custom and semi-custom solutions in the mobile carrier field, the company has kept pace through each change in the market throughout the last decade.
Interact introduced Nimblevox last month, a flexible cloud communications service aimed to make IVR development and management easier. The launch of the new service marked yet another move the company has made in effort to keep up with the evolution of IVR, and the results are proof that with each major shift in the industry, Interact will rise to the challenge.
Improvement is what the company is after, and Nimblevox offers multiple improvements upon the old system.
The cloud-based IVR solutions offered via Nimblevox include IVR hosting, a drag and drop service creation tool where all the VoiceXMl and CCXML code is already built in.
Interact’s director of marketing, Ed McKee explained the goal behind Nimblevox, saying, “Nimblevox was designed to be accessible to any business; we take care of all the telephony management provisioning, letting organizations focus on their business of innovation.”
Benefits of the service include lower cost of ownership due to its pay-as-you-go model, which is important for smaller businesses looking to decrease their overhead, as well as an overall lowered level of risk—something all companies are looking for. There is no need for CTI (News - Alert) cards or telephony infrastructure, so the options are allowing companies a choice for the first time.
Given a choice, many companies are choosing Nimblevox, as it has responded to the changes in the industry on every level.
Writing IVR software with C++ using native API of CTI boards was the standard, but today that isn’t the case. Various IVR developers have ushered in the new cloud system, and those companies involving the cloud into their system are becoming popular.
The reason Nimblevox is becoming a preferred service, however, is that cloud IVR may be the future for IVR hosting, but IVR Toolkit and C++ may still live on. For on-premise systems, the older IVR tool works, and some companies may not want to mess with success.
This uncertainty can put companies in a predicament, having to choose one method over the other. Nimblevox, however, works with both methods.
There is no longer any required coding involved in IVR—as long as a company knows the IVR Call flow, they can use Nimblevox or other such services and go from there.
Now, there are even tools that can generate VXML code which can be executed in any VXML browser. The visual drag-and-drop aspect of today’s IVR hosting tools, Nimblevox or others, have made the entire process more comfortable, as well as more popular.
The new features offered by Nimblevox don’t end there; they include automated speech recognition, outbound dialing, the creation of instant polling or survey applications, text-to-speech and answering machine detection, and many more.
The bottom line is that IVR is becoming necessary for any company looking to connect with its customers. Once a company realizes this, they have a choice to make. Given all that is offered by Interact’s Nimblevox, the choice should be pretty clear: using Nimblevox is the first step to driving revenue, securing subscriptions, gathering information, and dominating the market. It will not force a company to bend to its rules and system layout, but will bend according to the company’s unique process and needs instead.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Brooke Neuman