Hosted IVR

November 24, 2012

TMCnet's Hosted IVR Week in Review

By Michelle Amodio
TMCnet Contributor

It’s a short week here in technology news, but long enough to take a peek at all the headlines that happened in hosted IVR.

C3 (News - Alert), an IVR company, announced this week a new version of its Fusion IVR that has a new call center application that takes even the most basic IVR systems and turns them into a fully functioning call center.   

According to the report, the “call center anywhere” function allows agents to log into the Fusion call center from anywhere in the world, via a Web or telephony interface, and view live call statistics on Fusion’s Queue Monitor.

The company says that the “custom event” node also allows users to dig into specific links in the call flow – simply linking it to the element of a specific call gives managers access to all associated post-call statistics.

Read the details about C3’s latest announcement via the full report.

Speech technology has certainly awarded those who loathe typing another way to perform relevant searches when on the go. An app promises to take your spoken words and, using GPS, provides relevant, location-based information in an onscreen panel such as an iPad.

Known as MindMeld, the app is designed to interpret what people using it are discussing and instantly deliver sharable useful information about it.

"We're attempting to glean insight by seeing where you are, seeing who you're talking to, and listening to what you say," said Timothy Tuttle of Massachusetts Institute of Technology's Computer Science and Artificial Intelligence Lab. "We then use all that information to try and find stuff in advance of you actually needing to ask for it."

Learn more about MindMeld and how it can anticipate your needs through speech recognition.

Last but not least, Press8, a VoIP hosted PBX (News - Alert) provider, announced this week that its user base of voicemail is moving toward text transcription, an area of their business that is experiencing double-digit growth.

"Our customers have found a more efficient way to manage their voicemails - voicemail to text transcription. Research shows that it takes longer for people to reply to a voicemail message than any other type of communication. With voice-mail to text it’s easy to check your voicemail – even if you’re in a meeting or another situation where listening to a message wouldn’t be polite or possible,” said Marin Field, CEO at Press8 Telecom.

Read more about how voice technology is giving text transcription a boost for Press8 in the full report.

That’s it for this week’s hosted IVR recap. Be sure to tune in this long weekend to TMCnet’s hosted IVR community for more news in hosted IVR.

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