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VoiceXML - Certain Technologies Can Benefit Your Voice XML System

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December 22, 2010

Certain Technologies Can Benefit Your Voice XML System

By Juliana Kenny, TMCnet Web Editor


It’s easy for organizations to not take full advantage of what their implemented IVR systems can do for them. To fully take advantage of the IVR system a business has in place it should apply certain technologies such as text-to speech or automatic speech recognition.


These technologies offer the ability to more quickly navigate and systematically process data which effectually results in lower dropped calls. Text-to-speech technology provides the ability to customize the customer interaction according to a blog post from Pronexus (News - Alert).

The author notes, “When you want to personalize your dialogue with customers, it's almost impossible to record every possible message combination. Greeting customers by their name? Informing customers of why their plane has been delayed? Text-to-speech allows you to read any text out loud without knowing the vocabulary, the names, the numbers or codes contained in the text.”

In the same vein, speech recognition enables a computer to detail the words of the speaker into text on the screen allowing for quick call processes and easier data management. The automatic speech recognition also decreases chances for errors since it minimizes human interaction with the actual data until it’s archived.

Interact’s SPOT VoiceXML (News - Alert)/CCXML Media Platform utilizes both Text to Speech and Automatic Speech Recognition.  With the robust capabilities of its SPOT VoiceXML based IVR, Interact can create advanced customized applications for virtually any industry. Organizations using any IVR system would do well to take note of what’s out there in terms of which voice applications make use of the latest speech technologies.


Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny



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