August 06, 2011
TMC's IVR Week in Review
By Juliana Kenny, TMCnet Managing Editor
The IVR industry’s leaders have been doing a lot of examining of customer tactics and product developments in recent times. This week, TMC’s (News - Alert) Michelle Amodio detailed how Plum Voice’s IVR experts are constantly looking at industry developments and staying abreast of the latest changes.
Amodio wrote, “According to PlumVoice, a provider of IVR solutions, like all good products, an IVR system works best when it is catered to the customer it is trying to serve. IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Companies also use IVR services to extend their business hours to 24/7 operation. Given that, who is likely to utilize IVR technology? PlumVoice delves into this question.
For a smaller company that wants to seem bigger than it appears, an IVR system is a great solution, as a caller never needs to know that their sales and support calls are routed to the same person. Knowing that bit of information about your customer will allow you to properly outfit them with the right product compared to a larger company who will definitely need a larger, more complex IVR system.”
Plum also expounded upon the relationship between natural language processing (NLP) and IVR this week. Traditionally, all interactions between computers and human languages are encompassed in the term “NLP,” and IVR and speech recognition software are functions of the overarching NLP technology.
While “speech recognition is considered the opposite of text-to-speech,” Plum’s blog mentioned, speech recognition is also one of the only technologies that employs NLP. NLP software can also be incorporated into automatic translations of text from one language to another, answering human-language questions, and automatic summarization which just means the summary of readable text.
These tools have been essential in the development of voice recognition technology and IVR. IVR applications do not necessarily have to include all of the aforementioned technologies, but they are key features that have helped in the progression of voice recognition software as a whole.
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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