VoiceXML Versus RAD Tools for IVR

The introduction of VoiceXML in 2001 expanded the IVR market by making IVR systems more accessible. Now, we’re seeing a similar expansion with the advent of rapid application development (RAD) tools for IVR.

But which is better? The answer: they both have their merits.

VoiceXML (News - Alert)?

Nearly every modern IVR system has VoiceXML behind it. It’s the HTML of web-based voice software—the open-standard markup language. When it came out, it shifted the IVR market away from proprietary applications.

Benefits:

·        VoiceXML is web-based, so companies can use their existing web infrastructures (with a voice browser instead of a web browser).

·        It’s similar to HTML, so companies can leverage the existing skill sets of their programmers who already know HTML.

·        It’s open-standard, so companies can take their systems with them if they switch vendors.

A VoiceXML system is ideal for companies that want to create and modify complex voice applications and have the programmer resources to do it.

RAD Tools?

It’s software development for the average person. With RAD tools, the IVR market is expanding to companies that don’t have or don’t want technical staff but still want an IVR system.

Benefits:

·        There’s no coding—RAD tools provide graphic user interfaces for visual programming while the software assembles the code in the background.

·        They’re quick and easy to learn.

·        They’re fast—in minutes, users can get prototype call flows up, running and in testing (especially for smaller, simpler applications).

·        They’re easy—they automatically interface IVR systems with phone and computer networks, so there’s no fumbling with back-office systems.

RAD tools are ideal for companies that don’t have technical staff for writing or rewriting code and maintaining their IVR systems.

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Edited by Stefania Viscusi