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VoiceXML makes it possible for cellular application developers to take competencies of cell phones' natural person interface: the voice. find out more about this innovative new know-how in this overview.Bryan Morgan is the founding father of the wireless Developer community. he is a regular contributor to InformIT on instant application construction topics.
When establishing functions for mobile users, the tendency is to consider instantly of an application installed on a PDA or wireless internet entry the use of a expertise akin to WAP. These are valid decisions, and applications developed on these platforms meet the wants of tens of millions of clients day after day. Handheld structures at present have a couple of problems from the user's point of view, even though. often heard objections encompass "entering text on these contraptions is unimaginable," or "i will be able to barely see the reveal!" and "it be faster to search for the climate in my newspaper than on my WAP mobile!" All of these are legitimate facets, and armies of developers are presently working on plenty of enhancements with a purpose to ease some of those problems. Given these existing hindrances, it makes superb experience to consist of VoiceXML to your developer toolbox. Why? as a result of purposes developed the use of VoiceXML make use of a extremely at ease user interface (the voice!) and may drive users to step through functions using a structured choice tree. For elementary tasks corresponding to getting movie instances, stock charges, climate, and directions, many people think extra comfortable listening/talking to a provider than they do typing/reading while riding, strolling, or working.
These projections from a number of leading business analysts should support make clear the measurement of this market probability:
ResearchPortal.com finds that the percent of U.S. instant provider users who use voice-centric instruments will enhance from forty three% in 2000 to 72% in 2001. Between April and June, 2000, ownership of non–laptop devices grew twice as speedy amongst households with out PCs than households with PCs. The largest growth in non–workstation households is in instant telephones.
Allied enterprise Intelligence experiences that there should be four million landline voice-portal clients in North the usa in 2001. That number will mushroom to 17 million by 2005. North American cellular voice-portal users will grow from about 1 million clients in 2001 to greater than 56 million by the conclusion of 2005.
Cahners In-Stat neighborhood finds that instant voice and information access will cause an explosion in sales of cellular computing devices. by means of 2004, fifty one% of cell computing instruments should be wireless-enabled, and integrated mobilephone modules (such because the mobilephone module for the Handspring Visor) can be a drive of change available in the market.
certainly, analysts are satisfied that voice technologies are not fully replaced through WAP and different instant data tools…definitely, voice applications will flourish! The VoiceXML discussion board keeps the VoiceXML ordinary and changed into established by AT&T, Lucent technologies, Motorola, and IBM. listed here, i may step you during the VoiceXML usual and explain the constructing blocks of a VoiceXML utility.
PISCATAWAY, NJ, Apr 19, 2016 (Marketwired by the use of COMTEX) -- The VoiceXML discussion board is completely satisfied to announce the launch of the VoiceXML 2.1 competency-based certification for IVR builders. VoiceXML developers might be in a position to attest to their knowledge and talents in the IVR group and to potential employers.
The VoiceXML discussion board is the global trade chief that works to accelerate the adoption of VoiceXML and adjacent technologies due to the fact that its inception in 1999. The discussion board's education Committee selected the most skilled industry leaders to create a finished check for real specialists in VoiceXML construction. All fabric has been entirely demonstrated on VoiceXML 2.1-certified platforms to make certain compliance.
This Certification exam expands upon a old developer certification provided through the forum to in shape the evolution of trade standards in the following methods:-- VoiceXML 2.0 verify fabric has been tremendously improved and revised for clarity. -- prolonged to cover VoiceXML 2.1 via comprehensive inclusion of assertions relating to cloth from the VoiceXML 2.1 specification. -- comprises up-to-date content reflecting the remaining draft requirements for the CCXML, SRGS, SISR, and SSML necessities.
Val Matula, VoiceXML discussion board vice-chair, spoke of, "certainly more groups global are using requisites-based IVR technologies as a part of their core enterprise. This raises the demand for credible, skilled builders, and VoiceXML certification allows for IVR developers to satisfy these turning out to be wants."
through use of the Kryterion test Platform, the VoiceXML 2.1 Developer Certification examination is obtainable to any one on the planet. With the launch of the brand new VoiceXML 2.1 Developer Certification, verify-takers will not should locate a trying out center in their enviornment and agenda an appointment. instead, developers are provided the skill to register and finished their verify from any laptop with an online connection.
Matthew Henry, chairman of the VoiceXML forum schooling Committee, spoke of, "establishing this certification gave us the probability to craft a true examine of merit for developers, and one it truly is recognized by way of leaders within the IVR industry, in all areas of the area. we are very excited to open up certification to an enormous international marketplace for the primary time."
builders can find registration guidance for the VoiceXML 2.1 developer certification exam at http://www.voicexml.org/certification-classes/voicexml-developer-certification-software/.
About VoiceXML discussion board centered in 1999 and a Federation Member software of the IEEE-ISTO, the VoiceXML forum is an industry organization whose mission is to promote and to speed up the global adoption of VoiceXML and adjacent technologies. because the world's leading VoiceXML advocate, the VoiceXML discussion board works to certify VoiceXML systems, to collaborate with standards companies, and to create publications, together with necessities, most useful practices, and use situations. The forum's mission is to make it more straightforward to be aware, increase, install, and event VoiceXML purposes. Membership within the discussion board is open to any interested business. latest participants include leading companies from the speech, telecommunications, cell and instant, and tips expertise industries. For tips, please consult with http://www.voicexml.org.
supply: VoiceXML forum
(C) 2016 Marketwire L.P. All rights reserved.
IVR and VoIP company Voxeo has received Motorola’s VoiceXML browser company, including full rights to Motorola’s “VoxGateway” VoiceXML browser, for an undisclosed volume. VoiceXML is an XML software that codecs voice dialogues between a human and a pc. It allows for for voice applications to be developed and deployed in a similar fashion to the style HTML is used for visible purposes.
Voxeo and Motorola have worked collectively considering that 2004 to strengthen the VoxGateway platform below a shared building contract. below the new agreement, Motrolo has has transferred the rights and ownership of the browser supply code to Voxeo, which Voxeo has licensed returned to Motorola for the business’s use.
With this know-how acquisition, Voxeo will license out its necessities-compliant VoiceXML browser to organizations that are looking to add VoiceXML to their products and functions. Voxeo bought rapid messaging platform developer IMified past this 12 months for an undisclosed quantity.
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Since Croatian language, as well as other Slavic languages, is essentially very different from English, we are in the need of developing language specific tools and systems. In this paper we point out the benefits that speech applications have and describe our future platform. Furthermore, we create domain-specific dialogues using VoiceXML. VoiceXML is a language for creating voice user interfaces. We opted for VoiceXML because it simplifies application development by permitting developers to use familiar Web techniques, tools and infrastructure.
Not only that the use of different services is faster and easier in a voice-based user interface, but it also has benefits for people with physical impairments. This paper investigates the possibilities that minority languages have in developing spoken dialogue applications. We present our future platform and discuss difficulties that we as Croatian language speakers face in the planning and development phases. Furthermore, we set forth our Dialogue Manager Strategy, discuss properties which affect it and create weather-forecast dialogues. We have opted for VoiceXML as a dialogue modeling language since it is a language for creating voice user interfaces which simplifies application development, especially for minority languages.
The LFG model is based on an enriched lexicon, which contains associations between grammatical functions and their arguments, enabling decomposition on characteristic features and is suitable for formal description of languages with a rich morphological structure and a relatively free word order. Rejecting syntactic movement of constituents as the mechanism for realization of the surface syntactic structure, it is based on the idea of grammatical functions presented in the lexicon. In the paper the role of the lexicon is presented, as well as its close interaction with constituent and functional structures. In a formalization of Croatian sentence structure based on LFG, a new type of lexicon organization has been proposed, containing grammatical functions relating to argument structure, new features and constraints. Theoretical models are verified through educational version of the LFG model. Vloga leksikona pri formalnem modelu LFG – primer hrvaščine Model LFG temelji na obogatenem leksikonu, ki vsebuje povezave med slovničnimi vlogami in argumenti, kar omogoča razčlembo na značilke, ki se kažejo kot ustrezne za formalni opis jezikov z bogatim oblikoslovnim ustrojem in relativno prostim besednim redom. Model zavrača skladenjske pretvorbe konstituentov kot načina za uresničitev površinske skladenjske zgradbe in za osnovo vzame idejo o slovničnih funkcijah, zajetih v leksikonu. V članku je predstavljena vloga leksikona kot tudi tesnih povezav med gradniki in funkcijsko zgradbo. Pri postopku formalizacije hrvaških stavkov je bil predlagan nov tip organizacije leksikona, ki vsebuje slovnične vloge povezane z zgradbo argumentov, novimi značilkami in omejitvami. Teoretični modeli so preverjeni z izobraževalno verzijo modela LFG.
Language and speech resources are of crucial importance for research and development in language technology. The central module of any natural language dialogue system is the dialogue manager. This paper presents common dialogue manager architectures and discusses their possible application in Croatian weather forecast system together with dialogue initiative strategies and problems that spoken dialogue systems face concerning the input. Beside the fact that the language is ambiguous in itself, there are cases of the speech input which is not linguistically or grammatically covered by the system. Moreover, the interaction may occur in noisy environment. Most of these problems are discussed here and our concern will be how to overcome these problems and build a robust Croatian spoken dialogue system.
We report on the development of English-Chinese bilingual speech applications on a VXML platform. VXML supports displayless voice browsing of Web content. We have developed the CU voice browser based on OpenVXI 2.0. We have also integrated the voice browser with the OpenSpeech Recognizer (for English speech recognition), CU RSBB (for Chinese speech recognition), Speechify (for English speech synthesis) and CU VOCAL (for Chinese speech synthesis) in order to support bilingual voice browsing. The CU voice browser includes an attribute for identifying the appropriate language for speech input/output, thereby invoking the appropriate speech engine for recognition/synthesis. We have developed two bilingual sample applications $CU weather and CU news. This paper provides the associated VXML documents that specify these bilingual dialogs for browsing weather and news information respectively.
The development of IP-Telephony in recent years has been substantial. The improvement in voice quality, the integration between voice and data, especially the interaction with multimedia has made the 3G communication more promising. The value added services of Telephony techniques alleviate the dependence on the phone and provide a universal platform for the multimodal telephony applications. For example, the web-based application with VoiceXML has been developed to simplify the human–machine interaction because it takes the advantage of the speech-enabled services and makes the telephone-web access a reality. However, it is not cost-efficient to build voice only stand-alone web application and is more reasonable that voice interfaces should be retrofitted to be compatible or collaborate with the existing HTML or XML-based web applications. Therefore, this paper considers that the functionality of the web service should enable multiple access modalities so that users can perceive and interact with the site in either visual or speech response simultaneously. Under this principle, our research develops a prototype system of multimodal VoIP with the integrated web-based Mandarin dialog system which adopts automatic speech recognition (ASR), text-to-speech (TTS), VoiceXML browser, and VoIP technologies to create user friendly graphic user interface (GUI) and voice user interface (VUI). The users can use traditional telephone, cellular phone, or even VoIP connection via personal computer to interact with the VoiceXML server. In the mean time, the users browse the web and access the same content with common HTML or XML-based browser. The proposed system shows excellent performance and can be easily incorporated into voice ordering service for a wider accessibility.
The first generation of Location-based Services (LBSs) did not succeed on the market. In order to prepare LBSs of the next generation for the challenges of pervasive service execution in different situations (e.g. while walking on the street or while driving a car) the user interface must provide a second modality of interaction besides the visual interface. In this paper, we describe the challenges and a possible solution for combining LBSs with a spoken-dialogue user interface.
VoiceXML applications are described by context free grammars. Then, recognized vocabulary is limited. We show in this paper one possible approach in order to use VoiceXML applications and speech web services, together. The idea is to use capabilities of speech-dictation systems when the input value is not recognized in an active grammar. A prototype of VoiceXML application using speech web services is presented. A user can speak a free sentence, in English for instance, and receive a French translation, on the same modality (phone) or via another one (PC screen, for example).
Speech technologies deal with designing computer systems that can recognize spoken words, comprehend human language and generate intelligible speech. There is a wide range of applications speech technology systems were successfully implemented in. One of the most complex applications in speech technology is a spoken dialog system, which can be used for information inquiry services. In the paper we present the work in the development of a spoken dialog system for Croatian language. We propose an approach for development of modules in a spoken dialog system for the limited domain which uses the same acoustic model for speech recognition and speech synthesis. For the linguistic analysis an approach is proposed which is based on qualitative language modelling, while the development of the dialog module is based on the formalism of the object-oriented frame logic language. Some experimental results for Croatian speech recognition and understanding are presented and discussed.
Utilization of VoiceXML in speech applications Architecture solution for telecommunication network convergence, series A 43
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Full-text availableModeling Natural Language Dialogue for Croatian Weather Forecast System
January 2007Language and speech resources are of crucial importance for research and development in language technology. The central module of any natural language dialogue system is the dialogue manager. This paper presents common dialogue manager architectures and discusses their possible application in Croatian weather forecast system together with dialogue initiative strategies and problems that spoken ... [Show full abstract] dialogue systems face concerning the input. Beside the fact that the language is ambiguous in itself, there are cases of the speech input which is not linguistically or grammatically covered by the system. Moreover, the interaction may occur in noisy environment. Most of these problems are discussed here and our concern will be how to overcome these problems and build a robust Croatian spoken dialogue system. View full-text
ChapterVoiceXML Platform for Minority Languages
January 2009Not only that the use of different services is faster and easier in a voice-based user interface, but it also has benefits for people with physical impairments. This paper investigates the possibilities that minority languages have in developing spoken dialogue applications. We present our future platform and discuss difficulties that we as Croatian language speakers face in the planning and ... [Show full abstract] development phases. Furthermore, we set forth our Dialogue Manager Strategy, discuss properties which affect it and create weather-forecast dialogues. We have opted for VoiceXML as a dialogue modeling language since it is a language for creating voice user interfaces which simplifies application development, especially for minority languages. Read more
Conference PaperCorpora building and processing
June 2009Creativity is a basic feature of a language. Therefore, it is perfectly possible to create a completely new context that has never occurred before. This feature allows us to express our ideas, thoughts, knowledge and fears, but it also complicates the idea of human-machine communication. Since it became obvious that natural languages cannot be formalized and described as a whole, the idea of ... [Show full abstract] combining linguistic knowledge and corpora has arisen. The combination of these techniques has proven to give the best results and our research is based on that notion. Since data sparsity poses a huge problem, this work presents a practical solution in overcoming data sparsity problem and gives a detailed account of an advanced data processing technique. Read more
Full-text availableA VoiceXML Interpreter based on Finite Automata
January 2009This paper is about telephone dialogues interpretation, based on VoiceXML (VXML) language. An implementation of a VoiceXML interpreter will be presented, which tries to overcome the limits imposed by the W3C standards, by means of Finite Automata. It is able to interpretate the dialects used by the most common commercial VXML based applications in the point of view of separating voice ... [Show full abstract] applications development, from the telephony platform on which these are deployed. Index Terms: VoiceXML, interactive voice response, telephone dialogues, finite automata, Unified Communication. View full-text
Conference PaperPreparation for POS tagging of Croatian weather forecast domain
January 2008Part of speech (POS) tagging provides a useful basis for syntactic parsing and therefore makes a POS tagger a necessary module in any natural language understanding system. However, due to the ambiguity which arises in morphologically rich languages, when the same morphological form can correspond to multiple analyses, understanding the context and the meaning of words is of crucial importance. ... [Show full abstract] In this work we present previous work on POS tagging of Croatian and discuss the applicability of TnT tagger in our weather forecast spoken dialogue system. Read more Discover more
Last Updated: 10 Oct 2018
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Telephone voice services for traveling professionals or for customer-service applications are becoming more and more popular. IVR (interactive voice response) is the current technology– and it works — but IVR systems require their own infrastructure and skill set, which can be difficult to justify when most enterprises must also support Web initiatives.
VoiceXML eases this problem because voice applications can reside on today’s Web servers and be maintained by IT administrators. To round out a fully functioning voice platform, companies also need a VoiceXML interpreter. One such product is VoiceGenie Technologies Inc.’s VoiceXML Gateway Version 4.5. It provides markup tags modeled after Web languages, and its VoiceXML Interpreter controls speech functions and the associated telephony equipment and speech engines.
Once a company places a VoiceXML application on its Web server, the VoiceGenie VoiceXML Gateway system answers phone calls, processes the voice commands, and delivers the spoken results back to the caller. The VoiceXML application and, say, the inventory database, can reside on the same Web server, simplifying a company’s infrastructure. The standard design of the gateway means IT administrators don’t have to worry about integrating disparate proprietary components to work with the VoiceXML application.
The only piece missing from this gateway solution is VoIP (voice over IP), which VoiceGenie included in Version 5.0, scheduled to ship early this month. Despite this shortcoming, VoiceGenie’s gateway supports multiple speech engines, has a very strong VoiceXML 1.0-compliant interpreter, and is easy to implement, earning it a Very Good score.
We tested VoiceGenie VoiceXML Gateway running SpeechWorks International’s Speechify 1.1 TTS (text-to-speech) software and Nuance Communications’ Nuance 7.0.4 speech recognition engine. With four TTS channels on a Pentium II CPU with 256MB of memory, the gateway responds quickly, taking less than one second to play back initial audio. This is especially good performance when you consider the large amount of memory and CPU resources that speech files generally consume.
For companies that don’t want to make a hardware investment right away, VoiceGenie recently introduced GenieHosting.com, a cost-effective ASP (application service provider) service that offers all the features of the gateway.
A VoiceXML interpreter is one of the most critical parts of any VoiceXML solution because it must precisely execute VoiceXML commands. To evaluate VoiceGenie’s interpreter, we used a stock-quote lookup and a read-back application to test the majority of VoiceXML’s 47 tags and 187 attributes. Some of these specifications can be very difficult to implement, but the VoiceGenie VoiceXML interpreter properly handled each tag and attribute. VoiceGenie plans to update its interpreter to meet VoiceXML 2.0 standards once the 2.0 specifications are finalized.
The open design of this product is another strength. The SpeechWorks and Nuance software plug-ins delivered exceptional TTS and speech recognition, provided clear read-back of our text, and hardly ever misunderstood our spoken input. You can also choose to install other engines, such as the AT&T Watson TTS module.
VoiceGenie VoiceXML Gateway allows a company to reuse its existing Web infrastructure. Organizations can also move away from proprietary IVR systems and their prohibitive setup and development costs. The flexibility that VoiceXML provides in personalizing Web content delivered via wired and wireless devices offers companies a competitive advantage today that employees, partners, and customers will expect in the near future.
Mike Heck (firstname.lastname@example.org) is a contributing editor who builds Web and intranet sites for Unisys in Blue Bell, Pa.
THE BOTTOM LINE: VERY GOOD
VoiceGenie VoiceXML Gateway 4.5
Business Case: This VoiceXML gateway enables enterprises to quickly and economically deploy VoiceXML applications, thereby providing customers and supply-chain partners with convenient access to crucial business data from any telephone.
Technology Case: Constructed from telco-grade components, the VoiceGenie VoiceXML Gateway’s hardware handles as many as 24,000 ports, and the VoiceXML interpreter fully supports all VoiceXML 1.0 tags. The gateway retrieves and processes both static and dynamic VoiceXML pages from any Web server.
+ Scales up to 24,000 ports (1,000 T1 lines)
+ Has VoiceXML browser and interpreter
+ Conforms 100 percent to VoiceXML 1.0 specification
+ Includes Automatic Speech Recognition and Text-To-Speech capabilities
– Will not offer VoIP until follow-up release
Cost: $2025 per port; volume and reseller discounts available
Platform(s): SCO UnixWare, SCO Open Server
VoiceGenie Technologies Inc., Toronto; (416) 736-0905, www.voicegenie.comRelated Download Sponsor: EDCCreate a Unique Selling Proposition for Your Global Market
This month, we’ve asked four specialists – Genesys, New Voice Media, Plum Voice Portals and Sabio – for their advice on IVR systems.
Using IVR to enhance your business by putting the customer first
Customer service is an area that has become the new battleground for businesses, and IVR is a key player in it. IVR has been a part of the contact centre since organisations began trialling Dual-tone multi-frequency (DTMF) solutions over ten years ago and has shown to be successful in significantly boosting cost-effectiveness, customer retention and the bottom line.
Success lies in three key areas: first and foremost in customer centricity, where the battle begins and ends; next, in open standards, which enable easy deployment and integration with new technologies and applications; and finally in the ongoing monitoring of the system, which enables you to listen and learn from your customers.
You’re customer-facing, so design your IVR around the customer
Most callers still recall frustration with IVR systems, so contact centres have to work that little bit harder to ensure customers want to use their self-service channels. The key lies in the design of the IVR.
Speech-based systems are more flexible and diverse than DTMF, but to make them effective you have to ensure they directly address the needs of your customers.
The trap that many businesses fell in to with DTMF – which can be highly effective – was in the design stage. Those who automated everything ended up with a service that customers became frustrated with and didn’t use.
In truth, speech systems can help create ‘natural’ interactions with the customer, overcoming what is a pretty major hurdle. They can provide a tool for effective self-service. However, you must make the system appeal to your customers.
Customer expectations are critical to the success of your IVR. If you have high value products and a strong, top-end brand, then your customers will rightly expect superior service in the contact centre and be irritated with anything less. If, on the other hand, you offer low cost products and services, then your customers’ expectations are different. Judging what customer service is worth to the customer is therefore an important first step in determining your IVR strategy.
This evaluation will help identify the processes that you should automate and those that can be realistically migrated to self-service. Just remember to create personal greetings, make standard information easily available and enable accessibility and freedom of choice throughout the navigation. You now have the beginnings of a good IVR strategy.
In addition, remember that to consolidate the information gathered by your effective IVR solution, you need to make sure that, in the event of a transfer to the agent, all information gathered in the application is saved and presented to the agent that will handle the query. This greatly improves agent productivity and further reduces customer frustration.
Pursue an open standards deploymentAnother thing to consider is the open standards versus proprietary technology issue. Open standards give you much greater flexibility for deployment now and in the future, greater integration capabilities as new applications and technologies develop, and greater cost-efficiency.
Many businesses are currently locked in to legacy IVR systems that are proprietary, inflexible and expensive to maintain, and this inevitably has a direct impact on customer service and cost-efficiency.
Open standards provide opportunities for pre-packaged applications that significantly reduce the total cost of ownership of applications. This will give you a greater opportunity to realise a higher ROI – while you also retain control of application development, maintenance and operations.
Voice XML (Extensible Mark-up Language) provides the foundations for voice applications in the IVR system. It is the critical link between voice applications and underlying component technologies such as telephony hardware and speech technologies – and enables you to build custom applications or license pre-packaged applications to develop and integrate them in to your platform.
XML-based standards will enable you to integrate multiple – that is, legacy, backend, customer relationship management (CRM) or enterprise resource planning (ERP) – systems in to the IVR, which helps tailor it towards your customer. To achieve a fully comprehensive self-service solution, you will need to integrate with data silos and other applications within your business, too. Open standards will enable you to do this.
Voice XML also allows for application portability. When you are scheduling your next IVR replacement, existing VXML applications can be run on the new VXML-compliant system.
Measure the benefits and review the system’s success
So you have decided what you can, and also what you should, automate to make the IVR customer-centric, and you’ve deployed an open standards solution. You have set up the ideal base, but the real benefits come when this approach is ongoing – monitored and reviewed. In other words, listen and learn from your customers.
Your list of expected benefits from the IVR solution requires specific metrics that analyse its performance against the targets. This will enable you to measure the benefits and the ROI of the new solution, and more importantly, compile an exception report if there are areas where you need to improve.
Ongoing testing and reviews of the system will ensure that you continue to reach these targets, and also allow you to adapt if they change. Both your customer needs – in fact, customers themselves – and your business proposition are likely to change over a period of time, and you may need to redevelop some areas of the service to keep up-to-date with those. If you want to do this, you must have the information to tell you when, where and how. The key, therefore, is to measure andreview at all stages.
Thanks to Stefan Captijn, product marketing manager, EMEA at Genesys (www.genesys.com)
Choosing an IVR for all seasons
IVR is often the first interaction between a customer and an organisation when calling in to a call centre. It can strongly influence the caller’s perception of a company through its personality and ease of use, delivering great benefits to both sides. Conversely, getting it wrong through poor implementation can be a real turn off for the caller, so getting it right is important.A good IVR should help a customer meet their needs by getting them to where they want to go. At the same time it should help your agents by removing some of the repetitive elements of their work. It can be as simple as an audio information tree, where tone menus provide access to pre-recorded announcements, or as complex as a personalised caller treatment system with speech recognition menus that learn a caller’s favourite choices and next time they call, offer these choices in the first menu. But what are the main issues you should bear in mind when buying an IVR? Here is my personal list of considerations:
1) How will you use yours?
Companies use IVR for a range of reasons, such as filtering callers to the right staff via skills-based routing menus; data collection, in the form of customer satisfaction questionnaires; order processing; and automation of repetitive agent tasks during ordinary business. On calls where the human touch is always preferred they can be used when agents are not immediately available, such as when more than a certain number of calls are queuing, or – more commonly – as a choice to callers currently waiting in a queue.
They can also be useful to provide service out-of-hours, but are particularly powerful in helping with a call centre’s overall disaster recovery strategy. In times of stress or high call volumes the IVR can really come in to its own, with pre-programmed alternative call plans activated so that selected calls can be fully automated or routed toalternative call centres. Some network-based IVR systems calls can even provide an emergency automatic call distributor (ACD) that routes direct to your own staff, allowing them to telework from home during major disasters such as severe weather conditions or the often predicted avian flu epidemic.
2) How often would you like to change it?One key issue to consider is how easily you will be able to change the call flow and the wording of its announcements. Call centres are constantly evolving and are rarely static, with issues coming up daily that might benefit from a minor change to the IVR. It could be a supplier problem such as your bank accidentally running its direct debit programme twice in one night, and billing all of your customers twice. A quick up-front announcement on calls to the billing agents explaining the situation would help enormously.
More frequently, however, the issue is of a local nature, such as trainees being brought in to assist with temporary staff shortages or unexpected call volumes. Having an ability to add a menu option which can filter out calls to be handled by these trainees for a few days can be a real advantage. Make sure that your IVR call plans can be changed simply and quickly to meet your needs – ideally from a remote web browser so that you can react quickly if required.
3) Think about speech technologyComplex customer interactions such as postcode recognition and name and address capture can sometimes only be achieved through the use of speech recognition technology, but you have to be careful with speech recognition to ensure that callers whose words are not recognised are well-treated. Make sure your IVR has the ability to drop failed recognition callers in to a call centre without losing the data already entered.
For all IVRs, but in particular speech recognition implementations, I would recommend that you trial the system with a small percentage of your inbound calls before implementing it across the whole call centre. This allows you to monitor customer acceptance and, most importantly, check that it covers all required outcomes such as call flows. It’s hard to envision an IVR call flow design on paper, so phone the system and try a few options to hear how they sound and see where changes or improvements are appropriate. Choose a system where changes can be implemented separately over a period of time. This will help you avoid the pitfalls of ‘big bang’ changeovers.
4) How should it sound?
Finally, the most important thing to consider is how your IVR should sound to the caller. Consider using professionally recorded messages because they make a great deal of difference to the way your customers perceive you and can be tied in to strengthening the brand.
To summarise, here is a checklist of ten key considerations:
By Richard Pickering, director of network applications at NewVoiceMedia (www.newvoicemedia.com)
Meeting the changing needs of call centres
From a customer perspective, the IVR (interactive voice response) system can be the introductory ‘voice’ of the call centre, setting the tone for how an enterprise views customer interaction. An IVR system has the potential to delight customers and boost their confidence in the company or, sadly, to frustrate and alienate them. Similar to a company’s website, the IVR is often a key point of initial customer interaction.From an operational perspective, IVR streamlines call centre operations by automating routine transactions, providing answers to frequently asked questions (FAQs) and intelligently routing calls.
Research has confirmed that the return on investment (ROI) is significant. The cost of employing live agents to answer routine requests can average over $5 per call. Meanwhile, the incremental cost of handling calls with a VoiceXML telephony portal is measured in pennies.While IVR is not new to call centres, the technology behind IVR systems has dramatically changed in recent years. The outmoded IVR of yesteryear has been replaced with technologies that have brought more versatile IVR solutions that are faster to deploy and superior in quality and functionality. Whether you are looking to replace a legacy IVR system or are in the market to create a whole new solution, there are a number of things to keep in mind when purchasing a call centre IVR solution…
1) End-to-end service
An IVR solution involves a number of elements including the platform, the application, data integration, equipment integration and maintenance and monitoring. Look for a full service ‘one-stop’ IVR shop that offers the technology expertise and complete professional services that can take you from IVR design to full implementation and management.
2) Support for VoiceXMLVoiceXML is based on the World Wide Web Consortium (W3C) Extensible Markup Language (XML) and is the standard for voice response systems. It is being used by thousands of developers in enterprises all over the globe.
VoiceXML integrates easily with a regular application service infrastructure and allows you to leverage your existing investments, such as your web application server, to run your VoiceXML applications. Find a provider that supports the VoiceXML 2.1 IVR standard, as this will speed application development and enable easy application modification down the road.
3) Full systems that deliver functional custom applications
Look for a provider who can create custom solutions with rich functionality. Some of the most common IVR applications for call centres include: queries and transactions that provide up-to-date information about account balances, order status and so on; customer service support that answers FAQs; collections automation that initiates outbound calls to deliver bill reminders and automate bill payment; and survey and studies applications that deliver automated surveys (on customer satisfaction, for example).
4) Ability to seamlessly migrate between multiple deployment options (hosted, on-site, or on-site/remotely managed)
A consistent VoiceXML IVR platform that can be deployed both as an on-site system or as a fully hosted solution is key to optimising the flexibility, scalability and manageability of your IVR. Having the freedom to seamlessly migrate IVR applications between hosted and on-site platforms allows call centres more options for deployment depending on future needs, resources and technology infrastructure.
5) Features that ensure superior performanceSlow performance caused by audio delay can frustrate and confuse callers. Look for an IVR solution that strives to minimise audio latency with features like intelligent caching of audio files and audio streaming rather than audio playback. Otherwise, sluggish call performance, caused by calls being placed on voice over IP (VoIP) circuits, for example, can significantly diminish the effectiveness of call centre IVR and cause users to opt out and seek live agent assistance.
6) SLAs that deliver fail-safe reliability and superior call quality
Consumers expect greater reliability from phone systems than from websites. So IVR solutions cannot go down. Onsite systems require redundancy and careful management. Hosting providers – especially those with full control over all aspects of the solution – should be able to guarantee 24x7x365 uptime.
And just as important as uptime is call quality. Many telecom providers are offering low cost, but low quality, VoIP circuits, which often diminish call quality. IVR produces high ROI when done well, but is a customer service disaster when done poorly. Look for a vendor that uses top quality telecom circuits and IVR systems that offer low latency and excellent call quality.
7) Call recording capabilities to facilitate call monitoring, analysis and auditingCall centre IVR systems are often involved in processing valuable information, such as product orders, personal data and financial records. Such transmission of data calls for a greater level of accountability in IVR systems. And with growing legal obligations oncall centres, such as third party verification regulations, IVR transactions are being more closely scrutinised for their accuracy.
Call recording offers an effective way to track IVR exchanges. By recording and then archiving IVR dialogues, call centres can document all their automated phone transactions and retrieve the data by any parameter, including caller name, telephone number, geographic location, call transfer destination or transaction type. Calls can then be analysed for data accuracy, call performance and service quality.
By Matt Ervin, managing director at Plum Voice Portals
How addressing the key infrastructure issues can bring IVR success
At Sabio we strongly believe that the potential benefits of correctly designed and implemented IVR solutions still far outweigh any pitfalls.
However, before organisations start to consider the wide breadth of functionality available – in terms of voice interfaces, multiple language support, natural language speech recognition, text-to-speech and Computer Telephony Integration (CTI) interfaces – there’s a lot of important infrastructure issues that they need to consider.
Importance of open standards
Perhaps the key recent shift in IVR technology has been the evolution away from proprietary touchtone IVR to emerging open standard IVR platforms such as Voice XML. Acknowledged benefits of such an open standards approach include the ability to better take advantage of a web infrastructure, the potential for improved functionality, and a more seamless transfer to speech technology to help improve routing, self-service capabilities and other transactions.
Datamonitor expects that, across Europe and North America, the market for proprietary IVR systems will decrease by some 35%, while at the same time revenues for open standard Voice XML solutions will double, with the overall IVR market growing by almost 11%. So why are open standards so important?
Perhaps the biggest benefit is flexibility, as an IVR application written in Voice XML can be ported to pretty much any compliant platform, and when required can scale to whatever size is needed. If you’re a utility company that’s just trialled an application and now wants to roll it out across the customer base, or if you’ve just made a number of acquisitions and you need to integrate a significant volume of new customers, then this scalability can prove invaluable.
The potential of open standards can also give you more flexibility with your existing IVR suppliers. It’s unlikely that you’d want to get rid of all your earlier proprietary IVR applications immediately, and the goal should be to migrate them over time to an open platform. Voice XML’s flexibility can give you the technical and commercial leverage to broker more competitive pricing with your current suppliers.
Greater infrastructure choice
In the same way that Voice XML offers greater flexibility, the growth of IP networks and specific Internet protocols such as Session Initiation Protocol (SIP) and H.323 have opened up new connectivity options for organisations. Traditional IVR ‘boxes’ were connected to the phone network as normal time-division multiplexing (TDM) circuits, creating an inflexible infrastructure that was often expensive to support. The latest open IVR systems can now be connected to an IP network via SIP or H.323 protocols, providing much more flexibility and scalability for the IVR system .
For companies with multiple IVR platforms, this can have a significant impact on implementation. Instead of having IVR platforms at many different locations, organisations can now create centralised IVR server farms, taking advantage of the cost benefits of more powerful servers that now offer more efficient power consumption, resilience and scalability.
Another key consideration here is the cost per IVR port. By virtualising IVR resources on the network, companies can work with IVR suppliers that offer more flexible licensing based on only those IVR ports actually in use at any given time, rather than the total number of ports across the network.
Enabling user-centred IVR applications
Once you’ve decided which IVR platform to go for and how to connect it to your network, you need to consider the actual IVR applications you want to deploy. While many IVR systems come with their own development tools, there are significant benefits to be gained by using one of the new generation of third party voice application management systems.Rather than simply building functional applications, you can use third party tools to support the delivery of user-centred, high performance speech applications.
At Sabio we’ve found that working with development tools such as VoiceObjects helps us to create, test, deploy and analyse complex voice application services through a single, tightly integrated development environment. One of the main problems with earlier IVR systems was that they typically required specialist IT support to add new applications or change existing ones – driving up costs and leading to inevitable delays in the rollout of new systems. With the latest third party tools, however, it’s far easier to use and more cost-effective to buildvoice applications.
Leveraging existing IVR investments
Other key considerations when procuring IVR systems include the number of interfaces that your system can support from a CTI middleware perspective. With Voice XML, integration issues become much simpler, but there may also be a requirement to support other Web Services, .NET and open database connectivity (ODBC) applications. Organisationsshould also look at how service oriented architecture (SOA) techniques can be used to leverage your earlier IVR applications within a broader Web Services environment.
It’s also important to think about how IVR systems are going to be integrated in to your overall customer service infrastructure. In the past, IVR boxes have often been left to run in the corner of the ITroom without any great thought about what was actually going on inside the box. Given that self-service now accounts for a growing proportion of most organisations’ customer interactions, the details of every single IVR customer interaction need to be logged and reported on using the same management reporting as other contact centre interactions. So, whatever you do, don’t forget about reporting.
By Adam Faulkner, founding Director at Sabio (www.sabio.co.uk)
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