Hosted IVR

October 13, 2012

TMCnet Hosted IVR Week in Review

By Erin Harrison
Executive Editor, Cloud Computing

As the world of voice technology continues to expand and evolve from legacy to hosted systems, it’s essential to understand how you can optimize your business with voice recognition, speech analytics by applying hosted IVR to your call or contact center. Needless to say, businesses need to examine their IVR services for improved performance in this ever-changing CRM space.

A lot has been happening this week in the hosted IVR industry. Here are some highlights:

Municipalities across the country spend large amounts of resources collecting fees from citizens for services they provide. They provide everything from trash collection to electricity to a large customer base. Many of the legacy systems used by government agencies are antiquated and inefficient when it comes to collecting payments, sometimes resulting in irregularities which end up in disputes with customers. Datatel’s IVR (Interactive Voice Response) in the cloud provides solutions with the flexibility to integrate with legacy systems and move them on to newer technology.

The company’s Cloud IVR (telephone) Payment solution provides public and private organizations an easy to deploy method to process Credit Card and ACH (Automated Clearing House) payments over the phone 24/7. Connectivity to the biggest credit card processors gives customers different options so they can keep using their existing merchant accounts. The option of using ACH payments is a cheaper alternative with transaction fees that are lower than credit cards.

To read more about IVR in the cloud for government agencies, click here.

In other hosted IVR news, Cerner (News - Alert), a provider of information software, professional services, medical device integration, remote hosting and employer health and wellness services, recently expanded its partnership with Nuance (News - Alert) Communications Inc., a provider of clinical understanding solutions, to accelerate the adoption of simpler, faster and smarter healthcare solutions for clinicians.

According to the terms of the partnership, Cerner will integrate Nuance’s cloud-based medical voice recognition with its mobile EHR solutions to come up with a solution that allows clinicians to capture more complete patient notes, navigate applications and search for information on their phones and tablets simply by using their voice.

To read more about the partnership, click here.

Lastly this week, Netxcell, a provider of telecom value added services (VAS), has enhanced the capabilities of its IVR and Video OBD (outbound dialing) products.

The company has enhanced Single IVR, its interactive voice response platform, with additional features like Call Patching and Call Conferencing designed to enhance the overall user experience. Users now also benefit from subscription-based IVR services, SMS Notification, IN activations through IVR, and information-based IVR services.

The new version of Video OBD is now more interactive. It can support multiple audio and video codecs, which will help telecom operators in bringing a greater range of 3G handsets into the ambit of Video OBD services for a greater penetration. Operators can also launch video contests and promotions of movie tailors by enhancing customer engagement.

For more Hosted IVR news, be sure to visit TMCnet again next week for all the latest developments.