October 06, 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!
Kicking off the week is news of Idox, an information management solutions provider, selecting C3, a call handling systems provider, to provide a custom IVR solution for the electoral registration process in the U.K. The new system will run completely on session initiation protocol (SIP) using Idox’s C3 (News - Alert) software, allowing for “future proofreading” as well as exciting new features as they show up, which can be incorporated into the system via the software. “It's encouraging to see that our IVR and Print & Send services are proving beneficial for the general public,” said Glen Norman, Idox e-Elections product manager.
“We are very impressed with C3 and are confident in their ability to deliver the service that we require within the scheduled timeframe. Investing in C3’s software allows Idox flexibility to expand its services when required. For example, we can now create new call services to the elections and other markets,” Norman added.
In other news, recent IVR research has revealed that humans are more likely to trust individuals with a lower-pitched voice. This information can be especially useful considering the upcoming political elections and current political campaigns, including IVR polling.
According to a study reported by Wired Magazine, candidates with lower-pitched voices – whether male or female – received about 20 percent more favorability and votes than their higher-pitched counterparts. Even more, lower-pitched female voices were discovered to be found more competent, strong and trustworthy. Definitely something interesting to consider!
Wrapping up this week is news of Visual IVR, a combination consisting of IVR and mobile apps, which works to make IVR technology a more efficient process in call centers. When answering the question of how mobile apps give IVR the boost it needs to increase customer confidence and call efficiency, visual IVR plays a huge part in the answer.
“What visual IVR is to the customer is what visual voice mail is to a mobile phone owner: it turns the experience into something they can physically touch and see, all the while getting their needs met,” Michelle Amodio explains in this article. “Rather than go through the rigmarole of pressing buttons while saying yes or no after a tone, a customer can simply launch a mobile app, and touch their way through the menu as the visual IVR routes them to what they need, be it a readable info segment, instructional video or an actual live agent.”
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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