September 08, 2012
TMCnet IVR Week in Review
By Allison Boccamazzo, TMCnet Web Editor
A lot has been going on in the interactive voice response (IVR) space. From new releases to the latest trends and insights, this is all of the most interesting IVR-related news of the week!
To kick off the week, Nuance (News - Alert) – the force behind the infamous Siri voice assistant app – unveiled its latest version 3 of its signature Dragon Dictate speech recognition software. Nuance has been quickly shooting to the top to establish itself as a major player in the voice technology space, and with its enhanced Dragon Dictate 3, the company only further solidifies its position. Boasting 15 percent more improvements to inaccuracies experienced when compared to its predecessor – Dragon Dictate 2 – this new version will work to increase accuracy, speed, control of third-party applications and support for transcription from digital voice recordings.
In other news, a new call center technological revolution is underway. HD voice is apparently the next big thing for call centers everywhere, as it works to target and fine tune the only real problem users currently still encounter with IVR systems; voice clarity. HD voice works to make callers sound like they are literally in the same room as the agent. Therefore, in an industry where perfect dictation of numbers, letters and words is essential, this will prove to be extremely advantageous for both consumers and businesses alike. So if you thought that HD was only for video, think again!
Wrapping up this week is a piece of cautionary news insisting that individuals do the “IVR compare.” In this informational article, some distinguishing factors for selecting the prime IVR system are given, ranging from utility-specific IVR to considering levels of customization to versatility of calls. “Comparing IVR systems before investing can be what preserves – and promotes – customer satisfaction, and thus business continuity. Integrating the right one for you can be made simple and easy when following guidelines similar to the above,” the article concludes. Click here to do the full IVR comparison yourself.
That’s going to do it this week for the latest IVR news. To see what’s new next week, be sure to check back in same time, same place – only here at TMCnet.
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