August 06, 2012
Research Shows Cloud-Based IVR Solutions are Both Safe and Effective
By Susan J. Campbell, TMCnet Contributing Editor
IVR solutions are increasingly being hosted in cloud-based environments. There are any number of reasons why companies choose to utilize off-site voice response systems. Plum Voice, an expert in IVR solutions, creates, implements, and manages cloud-based services for organizations across the globe.
A lot of companies implementing off-site IVR systems do so because they want to take advantage of cost savings while knowing that their services will operate smoothly from a distance, according to this Plum blog.
Hosted IVR services operating within the cloud allow for scalability in a moment’s notice – just when you need it. And with flexible selections such as inbound and outbound calling, text-to-speech applications, and speech recognition options that support multiple languages, there is an IVR server configuration to suite every organization’s needs.
Plum maintains the infrastructure for its cloud-based IVR service offerings. Data isn’t housed on-site but at first-rate centers across the United States and abroad. These data centers contain all of the necessary infrastructure and software systems needed to make the IVR applications work. This option is popular because it doesn’t require the company to have a separate server room, which can be unsightly and create the need for extra space.
But even though the server could be miles away, it functions as if the user was sitting close by. And, there’s one less thing to worry about with Plum as high-tech engineers ensure updates are current and that the system is running smoothly. Plum engineers also take care of hardware issues like server configurations and software performance to ensure that service is consistent even though it is not coming from the company’s location.
Although many would like to start utilizing cloud-based IVR services, they hesitate because of data protection and security issues. They wonder how they can be assured that their data is safe and kept private. An article entitled, “Cursing the Cloud (or) Controlling the Cloud?” by researcher Noriswadi Ismail addresses this issue in detail by getting answers from a panel of experts across many different industries including business, legal and academics.
Big companies such as Microsoft (News - Alert) are so sure of the cloud’s sound performance that they are encouraging even international governments to use its services to leverage productivity and security advantages. Government participation will also help further use by others.
Ismail’s research honed in on two instruments created to ensure cloud privacy, the Data Protection Directive (DPD) and Safe Harbor (SH). The DPD is the European Union’s strict ordinance designed to protect individuals using the cloud. It provides a strong layer of protection by controlling the type and amount of data that companies are allowed to transfer internationally.
And, the safe harbor law protects service providers in the event of unscrupulous behavior by users, so they don’t bear the brunt of any related negative consequences. Essentially, Ismail found that regulations such as these are effective at maintaining data privacy and protection and should encourage more such measures to be created in the future.
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Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Allison Boccamazzo
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