March 31, 2012
TMCnet's IVR Week in Review
By Ed Silverstein, TMCnet Contributor
It was a busy week in the IVR sector. Here are some of the major stories from TMCnet.
Telax Call Center Agent version 10.2 has been released. It includes upgrades such as Microsoft (News - Alert) Lync integration and a redesigned user interface. It also comes with audible alerts for chat sessions that notify agents about incoming chat messages.
Melissa Warner reports that as voice recognition grows in popularity with smartphone applications and other devices, the State of Delaware selected a company to host a premise-based Interactive Voice Response (IVR) system. It is DiRAD, a voice solution provider. The company was awarded a multiyear contract to host IVR systems in schools, state agencies, municipalities and counties. The company will also provide custom telephony, MMS, SMS, web and mobile applications.
In another story, Radish Systems, a provider of next-generation multimodal Unified Communications (News - Alert) (UC) solutions, has upgraded ChoiceView Agent in its second version. The enterprise software now has automatic rep screen pops, information encryption, local history saving, and local file send.
In addition, Jacqueline Lee reports that both web chat and speech analytics implementations in call centers are expected to grow by about 60 percent this year, according to research conducted by ContactBabel. Also, the study says that one fifth of contact centers want to upgrade their call recording, workforce management and management information systems solutions.
And in still another report, TMCnet says that Nuance Communications recently partnered with Spansion (News - Alert) to improve speech-recognition technology for car makers. The enhanced solution is based on the software and semiconductors offered by both companies.
Edited by Jennifer Russell
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