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December 18, 2006

VoiceObjects President and CEO Comments on Voice and the Future

By Stefania Viscusi, Assignment Desk Editor


Approaching the end of the year and reflecting on their accomplishments, Voice Software provider VoiceObjects has a lot to be excited about. From a number of exciting announcements in the past year to their drive toward future success, they are covering all ends of the market.
 
In a letter from the VoiceObjects's President and CEO, Beatiriz Infante, she points to the company's successful accomplishments in the past year and comments on the move from generic IVR to a personalized phone self service revolution.
 
Voice has driven the way company's now connect and share info with customers and businesses-- allowing them to increase the rate at which their services are accepted while also improving customer satisfaction with their systems.
 
One of the biggest moves of the past year also outlined by Infante is personalization. Especially seen in an increasingly mobile society, where more people are demanding human-like interactions, around the clock.
 
Infante wrote:
 
Consumers lead fast-paced lives, yet want to be treated like individuals when they connect with businesses. Enter the Mobile Phone Generation, demanding no less than highly interactive, round-the-clock, personalized service that feels human and exponentially extends the social networking activities new consumers engage in with every connection they make, anywhere, anytime. To capture the mind- and market share of this generation, VoiceObjects customers have embarked on unprecedented personalization makeovers of their voice portals— with voice personas, custom menus and randomized prompting that make call interactions fresh, user-friendly and effective—to a degree that raises the bar for customer service across industries and continents. Personalization increases phone self-service adoption, and our customers confirm that caller satisfaction has climbed impressively.
 
It seems that this move to a more interactive and personalized approach is continuing to climb in necessity and while the introduction of more voice possibilities is exciting, it is important to also note that much of the excitement would not be possible without the phone application server introduced by VoiceObjects earlier this year. The server provides the ability to create, deploy, manage and analyze over the phone self-service applications.
 
At the end of her note, Infante points to the increasing use of personalization for the reinvention of automated phone services in time to come. She wrote:
 
The benefits of personalization, enabled by VoiceObjects family of products, go hand in hand with cost-effectiveness—improved application management, scaled applications to field an unlimited number of calls, and smooth back-end integration that leverages IT resources and cuts maintenance time significantly, often to 1/10th previously required.
 
Voice software and solutions have come a long way from generic IVR to include a host of  possibilities for making customers more satisfied and will without a doubt continue to expand in possibility as companys like VoiceObjects create solutions to meet the needs of a new generation consumer.
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 


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