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Convergys Introduces Intervoice Voice Portal 6 and Enables Mobile
Self-Service
(Wireless News Via Acquire Media NewsEdge)
Convergys, a provider of relationship management, announced Intervoice
Voice Portal 6.0 (IVP 6) and the introduction of its next-generation
application creation environment - Interaction Composer.
With IVP 6, according to the company, clients can now create highly
personalized speech solutions, leveraging a set of rules and policies
that can be constructed by integrating with the Convergys Dynamic
Decisioning Solution. With the release, Convergys noted, it empowers
enterprises to think differently about the customer experience by
introducing a voice portal platform designed to facilitate the
development of multimodal applications that enable mobile self-service.
For the past eight years, the number of mobile phone subscribers has
grown globally at an average rate of 24 percent year over year. "For
enterprises competing for market share and looking to improve customer
satisfaction ratings, having the ability to use multimodal applications
to enable self-service for mobile device users will be a
differentiator," said Daniel Hong, Lead Analyst, Datamonitor. "When
looking at the evolution of phone-based self-service technologies, it
began with touch-tone, progressed to include speech, and now the next
phrase: multimodal enablement. This next stage in the evolution of
phone-based self-service includes personalization and takes into
account the proliferation of mobile devices."
Convergys said the latest version of IVP provides universal access to
the exploding audience of mobile device users. Interaction Composer is
an Eclipse-based Integrated Development Environment (IDE) for building,
deploying, and managing applications with a drag and drop components
and extensibility framework that enable both call center programmers
and IT developers to develop complex voice or multimodal applications.
Interaction Composer enables the development of applications that allow
callers to perform tasks simultaneously or interrupt tasks with new
requests, and then resume tasks where they left off. Interaction
Composer application runtime leverages the World Wide Web Consortium
(W3C) specification for State Chart eXtensible Markup Language (SCXML).
Intervoice uses SCXML as an extended application notation that enables
combining call control functionality with voice interactions and mobile
phone screen pops, as well as other types of message-oriented
interactions such as SMS.
For enterprises with legacy IVR applications, Interaction Composer also
enables the migration of legacy IVR applications to open-standards
applications that can include a speech option for more efficient
self-service calls, the company noted in a release.
((Comments on this story may be sent to newsdesk@closeupmedia.com))
((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))
Copyright ? 2008 Wireless News
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