May 12, 2012
TMCnet 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.
Philips Speech Processing, a provider of digital dictation, transcription, IVR and voice workflow solutions, is partnering with Vertex (News - Alert) Solutions Corporation. Vertex is a provider for the legal sector which offers its clients advanced voice productivity solutions.
In another report, TMCnet’s Brooke Neuman writes that Datatel Communications recently unveiled its new IVR customer satisfaction survey capabilities. Businesses and call centers that wish to securely process credit card payments and services over the telephone, without a live agent present, can employ Datatel’s new service. Clients will be able to measure customer satisfaction immediately after a payment is submitted. Clients can also securely collect credit card payments and scope customer satisfaction during a single call.
In another article, NET took part in the DISA Mission and Partner Conference, May 7 -10 at the Tampa Bay, Fla., Convention Center. The annual DISA conference brought together decision-makers and specialists to exchange information. Also, the company’s VX Series offers features required by government customers to move to software-enabled voice solutions while maintaining security and reliability that the Department of Defense (DOD) requires in its voice systems.
Also, Cyara Solutions has added another U.S. data center. It is located in Sunnyvale, Calif. Cyara Solutions (News - Alert) provides products for testing, monitoring and simulation of contact center infrastructure and applications including IVRs, IP telephony, SIP deployments, PBXs, reporting, routing, call recording, desktop and CTI (News - Alert) – from initial deployment through subsequent modifications.
And it is known that IVR technology often does not reveal the kind of information that comes from inflection, tone of voice or body language. That may change with advancements in the field. IVR may be able to tap into human emotion. It thus may be able to field angry calls, determine the level at which the caller is angry, and then work to defuse that anger with special offers.
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