June 10, 2011
TMCnet IVR Week in Review
By Juliana Kenny, TMCnet Managing Editor
The IVR industry this week was rife with news about voice applications, developing speech technologies, and QR codes. TMC’s (News - Alert) Susan Campbell explored the latest trend emerging about these codes, as discussed in Plum Voice’s blog post. Campbell noted that QR codes can be used to compose an e-mail or text message, display text to the user and more. The primary purpose of the QR code, however, is to act as an effective marketing tool. These codes are heavily ingrained into marketing campaigns, providing customers with the opportunity to gain access to special deals, exclusive content and even additional brand insight with something as handy as a smartphone.
According to this Plum Voice blog, the QR code could even be integrated with a company’s IVR system to make even more information available to the customer. But, before we go there, let’s examine the purpose QR codes serve and why this IVR integration would even be appealing.
We also had a guest author from Plum Voice discuss the hosting advantages of VoiceXML (News - Alert) this week. Charlie Smith, senior technical writer for the company wrote, “VoiceXML is the open-standard markup language for IVR software developers. Any programmer can learn it, and any company can use it to develop an IVR application. Because of this, companies can create IVR apps on their own.”
Smith continued, “As an open-standard programming language that evolves based on the contributions of the industry’s leading companies, businesses that invest in aVoiceXML hosting service are benefiting from collective R&D efforts of an entire industry.”
Additionally, a newly released publication “Collect Precise Business Partner Information With IVR,” informs about the required details that can help users to accurately configure an IVR in SAP (News - Alert) Business Communications Management dealing with customer information. TMC’s Anuradha Shukla wrote “WIS Publishing further notes that although SAP provides an end-to-end solution with the SAP Business Communications Management specific knowledge is needed in order to properly gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS.”
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 Stefanie Mosca
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