September 24, 2011
TMC IVR Week in Review
By Juliana Kenny, TMCnet Managing Editor
We saw some significant thought leadership in the IVR industry this week surrounding the progression of the IVR system and the actual customer relationship.
TMC’s (News - Alert) Bob Emmerson explored some important recent changes in the IVR industry. He noted that the advent of certain voice technologies has enabled “significant feature enhancements and higher user acceptance, i.e. voice application systems that can more effectively and more efficiently serve the customer.”
“With VoiceXML (News - Alert), one can design applications that conduct a dialog with the user and adapt the communication flow to the current situation. For example, if the caller does not tell the computer all the required information, the computer asks for the missing pieces of information. Reciprocally, the caller can tell the computer more information in a single step, reducing the overall time of the call and, more importantly, minimizing user frustration. But — and it’s a big but — the key ingredients to customer satisfaction are a well-designed dialog interface with adequate capacity and performance in the system to execute the application,” wrote Emmerson.
We also heard from Susan Campbell, who focused on a blog post from Plum Voice, a leader in the IVR industry. Campbell wrote that IVR may soon get even better as it seems Microsoft (News - Alert) is set to give speech recognition another boost. The company’s research team has made what it considers to be a significant breakthrough in this technology. In essence, the Microsoft Research team has developed a way to leverage mathematical modeling of the brain with thousands of possible sounds in human speech known as senones.
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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