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IVR - TMCnet IVR Week in Review
June 30, 2012

TMCnet IVR Week in Review

By Allison Boccamazzo, TMCnet Web Editor

Something new is always happening in the interactive voice response (IVR) community, and we’ve got all of the latest in this rapidly evolving industry. So let’s just jump right into it then, shall we?

Plum Voice has without a doubt one of the best-kept blogs on the Web, and they didn’t let down this week either with all of the news shared. In one blog, the company detailed how educators are now evaluating how IVR technology has become a proficient language-learning tool. It went on to explain how Professor Howard Hao-Jan Chen – a leading educator – has invested himself fully into exploring how IVR systems are ideal for developing oral skills. To do this, he evaluated the experiences of students and English teachers, and after quite a bit of research, concluded that integrating IVR technology into an online site is ideal for the successful development of English language skills.

This will thus enhance students’ abilities of reading and writing, while of course improving language proficiency – something which is especially important for anyone. This is exactly why the speech recognition tools are incorporated into the online teaching programs, which are also easily accessible and cost-effective.

In another blog, Ken Brackett explores the role of IVR systems in outage scenarios, calling our attention to why corporations rely on geographic information systems (GIS). He explains, “A high-quality, innovatively-designed geographic information system can help utility providers keep a firm finger on the pulse of their grids in ways never before imagined.” He went on to explain how GIS can help identify hotspots and troubled areas, and even those that may “fly under the radar,” depending on certain scenarios or sticky situations you may find yourself in.

Brackett elaborates that anyone who is concerned about their outage management system should research and inform themselves of the benefits of implementing a well-designed IVR. Not only can IVR help avoid busy signals and maintain consistent service by managing a high volume of calls, but it also works to gather and share data from both crew and customers and will accelerate the entire power outage procedure in general – definitely something worth investing in.

In other IVR news, bss has developed an IVR solution, being selected by Halifax as a collaborative partner. bss stands as the UK’s leading provider of customer interaction services, and was chosen to help manage the multichannel registration service for the bank’s “unique scheme” – Halifax Savers Prize Draw. For telephone registrations, bss introduced an IVR solution on a dedicated number, as well as built a secure application for Halifax’s man banking website for online registrations.

For more information about what’s going on in the IVR world, be sure to check back same time, same place, only here at TMCnet. Have a great weekend – until next time!

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