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IVR - TMCnet's IVR Week in Review
March 10, 2012

TMCnet's IVR Week in Review

By David Sims, TMCnet Contributing Editor

There's always something happening in the IVR community, let's see what some of the top news is for the past week. TMC (News - Alert) wrote that while speech technology has been furthering communications and technology interfaces throughout many – if not most – industries, there are few places where the adoption has been more rapid, and the benefits more widely felt, than in the healthcare industry, where transcription of medical records is a pressing requirement.

Speech technology company Nuance (News - Alert) is pushing further into the healthcare industry with the acquisition of Transcend Services, Inc., a provider of transcription and clinical documentation services to the healthcare industry. Transcend will join Nuance Healthcare, a division of Nuance Communications (News - Alert) that provides solutions that capture and transform patient medical data into meaningful, actionable information.

As of today, thousands of hospitals, providers and payers use Nuance voice-enabled clinical documentation and analytics solutions to facilitate smarter, more efficient decisions across the healthcare enterprise.

TMC also noted that medical professionals have always found interactive voice response technology (IVR) more beneficial than tedious note taking. This speech-recognition software makes it easier to transcribe dictation without the hassle of point-and-click templates that traditionally were used for electronic health records of patients.

However, for record keeping to serve as a true benefit to patients and the physicians, there is a much needed format for data structure, according to this Information Week report.

Many IVR providers are already working to implement steps to make this process easier. This is done with a natural imbedded language processing software solution into the IVR products. Vendors like eClinicalWorks, Allscripts and Greenway are already taking IVR in the right direction. Each company is combining IVR and other voice recognition software with NLP and electronic heath records.

And TMC had the news that ?Voxeo (News - Alert), a company dedicated to “unlocking” communications, revealed it is bringing Level 1 PCI-compliance capabilities to multiple data centers in the United States and Europe.

Customers of Voxeo hosted IVR applications will benefit from Level PCI –compliance as it will help them fight against financial data fraud effectively. The hosted IVR applications are built on Voxeo’s award-winning Prophecy and VoiceObjects On-Demand platforms.

A recent report by Symantec Corp and the Ponemon Institute (News - Alert) Industry finds the average organizational cost of a data breach increased to $7.2 million in 2010. Such activities cost these companies approximately $214 per compromised record during this period.


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