August 25, 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. Let’s just jump right into it then, shall we?
This week, mobile and enterprise software company Radish Systems (News - Alert) boasted the launch of its new IVR solution – ChoiceView REST API for Visual IVR. Working to enable smartphone users to see IVR menu choices on a touchscreen and then tap said choices, this new development increases awareness of the importance of IVR technology, shedding light on the contributions made by Radish in IVR interaction.
“ChoiceView provides a new communication channel for IVRs, allowing visual menus and visual response as well as data and photo input. Our solution allows an existing IVR to become visually-enabled with a script change only,” said Richard Davis (News - Alert), CTO of Boulder, Colorado-based Radish Systems LLC.
In other news, a Plum Voice blog highlights the prominence of the ever-growing IVR industry, where IVR innovations are working to blend human emotion for enhanced experiences. Studies are now showing that the newest generation of consumers largely prefer to communicate with companies via IVR systems. Now, robots are in the works by South Korean developers to make servicing humans a much more personal experience.
“The researchers have figured out a way take those speech recognition techniques and use them to detect emotion in the language,” the article states. “By picking up on the various patterns that make up a certain emotion in the voice, such as pitch and volume, the software can assign an emotion to it and allow the robots to react accordingly.”
Wrapping up the week is news of PCS Wireless and Voice Assist conducting a new nationwide market test, which will encompass 10,000 mobile phones sold by PCS through its distribution channel to business partners. The addition of Voice Assist (News - Alert) will help users to register an application online to immediately enjoy using a ‘hands-free solution.’
“We’re excited to distribute Voice Assist with various feature phones and smart phones we sell,” said Ben Nash, CEO of PCS Wireless. “Voice Assist works on every phone we sell and provides another value added service that our business partners have come to expect from PCS.”
That’s going to wrap up this week’s interactive voice response (IVR) news, but be sure to check back in next week for all of the latest – only here at TMCnet!
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