Subject:::Changes in the IVR Industry - Speech Technologies eNewsletter Speech Technologies eNewsletter
If you have trouble viewing this email, click here to view online.

ITEXPO West begins in: 16 Days. REGISTER NOW!

  Featured Articles

» Developments in Speech Technology from CSI's Rich Marcia

» Moshi Voice Control Alarm Clock Using IVR Found to Have One Major Problem

» Parakeet Squawks a Mighty Solution to Speech Recognition Accuracy

» The Five Most Important Attributes of an IVR System

» Plum Survey Builder Popular among Businesses that Value Actionable Feedback

» GM Proposes Feature for Facebook Addicts: Verbal Status Updates Through OnStar

» IVR: Voxeo Developer Portal Reaches Out to Telephony, Web Developers

» W3C Recommends SSML 1.1, Extending Speech Framework to Asian Languages

  Sponsored By: ITEXPO West - October 4-6, 2010, LA Convention Center

ITEXPO is the event with an educational program that teaches resellers, enterprises, SMBs, and Government Agencies how to select IP-based voice, video, fax, and unified communications to purchase or resell. It's where service providers learn how to profitably roll out services their subscribers are clamoring for. ITEXPO is where buyers, sellers, resellers, and manufacturers meet to forge relationships and close deals.

  Top Stories

  From The Expert Corner

September 17, 2010

Changes in the IVR Industry

“Contact centers need to factor in changes on two fronts: New consumer privacy protection regulations are coming into being, and call costs are coming down.”

That’s from Spescom company officials, who add that what these two seemingly divergent factors have in common is that “they make it important that business risk is mitigated and that governance and compliance requirements are being met within the business.”

Spescom DataVoice offers some insight, says Kgabo Badimo, MD of Spescom DataVoice, a South African company that develops proprietary products for the contact center and enterprise telephony market. “At present, a large portion of contact centers’ revenues come from direct sales. New privacy laws mean that contact centers will come under greater scrutiny in terms of their interactions with customers, the legitimacy of the data they use and how they use and store that data.”

Interactions with customers “need to be recorded to ensure business risk is mitigated and legislative compliance requirements are met,” Badimo said. “Access to recordings will provide assistance if contact centers are challenged by consumers in terms of overstepping privacy laws or even with regard to transactions concluded. With regard to winning new international business, the ability of the contact center to meet international standards – including risk, security and legal requirements — will affect its competitive positioning and chances of success.”

Individual technologies, like voice recording solutions, are “largely commoditized and easily accessible,” Badimo said. “The real challenge is to create a holistic integrated offering that meets business requirements at an enterprise level.”

A workforce optimization product will monitor the performance of agents, enabling ongoing assessment, Badimo says. “But if call recordings can be integrated to the workforce optimization, enabling assessment of the agent’s actual interactions with customers rather than just the call statistics (volumes and query resolutions or sales), then a clearer view of agent performance can be seen.”

A purpose-built infrastructure can ensure contact centers operate more efficiently, agents are better trained and more productive and effective, service quality is enhanced, client and organisational risk is mitigated and compliance and governance requirements are met.

Says Badimo: “South Africa’s contact centers are, by and large, world-class.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

  Featured Video

  TMCnet Free Premium Content

   Latest Blogs

  Featured Channels


  Contact Us

  Become a TMCnet Columnist!

Become a TMCnet columnist! Want to contribute your expertise to a growing audience of IP Communications professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at for details.

This email was distributed by: Technology Marketing Corporation, 35 Nutmeg Drive Suite 340, Trumbull, Connecticut 06611 As a valued reader or attendee of TMC's publications and events, you will occasionally receive carefully-screened offers and free product information via email. If you no longer wish to receive this type of email, please go to[[email]] to adjust your preferences.