May 27, 2011
IVR Week in Review: Industry Projections
The news in the IVR industry spanned many topics this week, and among them was a very informative look at the future of IVR by TMCnet guest writer Dan Fox. Fox suggested, There are a few aspects about the future of speech technology and IVR that we can predict for sure. First, we know that speech technology will continue to evolve and improve.
He went on to say, “Additionally, having human intervention in speech technology provides limitless potential for the understanding capabilities of speech recognition software. Human intervention even allows IVRs to understand anger and frustration. This will further close the bridge between the understanding capabilities of live customer agents and IVR. The second fairly certain development will be the application of this technology.” Check out his whole argument here.
In other news, TMC’s (News - Alert) Jamie Epstein explored the announcement from SoundHound about its new voice recognition app called ‘Hound.’ SoundHound is a mobile media company that is heavily focused on creating new, innovative technology. This app can quickly recognize songs either played or sung at close range, and then will offer the user information about the songs and how and where they can buy them.
“According to a recent review from Appolicious Android (News - Alert) Apps, a search for ‘Bob Dylan, Forever Young’ took quite a while for any results to show up, but in the majority of searches the app worked fast and gave accurate results,” wrote Epstein.
On the green front, TMC’s Tracey Schelmetic pondered the environmental impact of the contact center this week. She wrote, “It's always been hard to run a business, but today...let's face it... the art of “making more out of less” has never applied more intensely. Companies are having to show growth and revenue with 75 percent or fewer employees than they had five years ago. Technology purchases are scrutinized even harder than ever, and even when these purchases are allowed, the return on investment had better happen on a quick time line: before the VP of Finance buys a new pair of golf shoes.”
Read more about IVR and the environment here.
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 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