VoiceXML Featured Article
Video Migrating into VoiceXML? Interact Tells TMC the Future
By Kelly McGuire, TMCnet Editor
There are many intricate details within a VoiceXML system. Even for the most educated VoiceXML (News - Alert) users, the thought of having video capabilities within a voice system is seldom thought about.
In a recent TMCnet interview, VoiceXML provider, Interact Inc.'s IVR Architect, Chris Davis discussed the growing demand for video capabilities in GSM and 3G network areas.
"We see an industry trend towards a greater capabilites set within media platforms," Davis said. "Certainly only video enabled users could make use of any video capacity, so in that context, no it is not essential, but certainly will become more widely used in the future."
While Japan, Poland and Egypt seem to be leading the way in terms of adopting this new trend, as more and more video users come online, Interact's flagship product SPOT will be ready for the evolving interest in video.
"SPOT's video support includes playback, record, and video bridging," Davis said. "One use of playback is a 'visual menu,' where the IVR menu consists of not just the traditional audio prompts, but a visual display of choices to go with the audio."
And, a video bridge breathes new life into typical transfer operations, with the ability now to see the other party.
"Recording opens the possibility of 'mobile video blogging,' where you place a call and instantly have a video of yourself instead of needing to type," Davis said.
So, while it's evidently clear that Interact can - and will - support video capabilities as they trickle into the world of VoiceXML and IVR, is video part of the future of VoiceXML?
"With the explosive growth in smarter hand-held mobile devices, we think greater acceptance of video calls is only a matter of time," Davis said. "Sometimes the future doesn't arrive as quickly as we predict, but if your media platform is prepared then you can help shape that future."
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire