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IVR - TMCnet's IVR Week in Review
June 18, 2011

TMCnet's IVR Week in Review

By Juliana Kenny, TMCnet Managing Editor

The news from the Interactive Voice Response (IVR) industry this week shed light on various practices pertaining to the development of voice applications and new integration techniques for the prepaid market.

TMC’s (News - Alert) Susan Campbell described the beginnings of prepaid business and IVR in an article citing one of the thought leaders of the IVR and VoiceXML (News - Alert) industry: Plum Voice. Providing some history, she noted that “the first prepaid card first appeared in Italy in 1976. This phone card was available for purchase at any local convenience store and a prepaid amount was already loaded on it. The card could simply be slipped into the slot available on any pay phone instead of using coins. Customers today may be more familiar with IVR than the concept of a pay phone, but the card did set the pace for the emergence of the market today.”

Plum Voice’s blog discussed how the prepaid market trend has shifted over the last few years, especially with developments in the IVR industry. Campbell continued, “While IVR technology is taking off, so are prepaid services. The common denominator is the technology that is put in place to streamline the process and keep the customer satisfied.”  

In other news, Voice Assist (News - Alert) and QOS Telcom announced that they have entered into a private label agreement which details QOS Telcom integrating with OEM Voice Assist's speech services to offer a single voice user experience for accessing services through mobile devices and video phones.

When paired with a Bluetooth headset, this technology offers perfect hands-free driving solution, enabling the user to make calls, send or respond to text messages and e-mails, or post to social networks such as Facebook and Twitter, all by voice, according to this article.

Additionally, TMC’s Ashok Bindra reported that Google (News - Alert) unveiled new enhancements to the search capabilities. Encouraged by the growing mobile voice search traffic, Google added speech recognition and computer vision or Search by Image technology to the desktop search tool.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click 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.

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