IVR System and VoiceXML: A Match Made in CRM Heaven - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 10/03/2011 eNewsletter

Featured Articles » Contactual Offers Powerful Virtual Call Center CRM Integration » IVR System and VoiceXML: A Match Made in CRM Heaven » Angel Webinar: 'Five Signs Your IVR is an Epic Fail'   Sponsored By: inContact How much can you increase your profitability? Frost & Sullivan study proves cloud-based call centers are up to 58% more profitable. Download the full results of the TCO study.   Top Stories » CallCopy Intorduces Next Generation Contact Center Workforce Management Solution » MAXIMUS Call Center Certified as Center of Excellence » M5 Networks Launches Next-Generation Contact Center Solution » Maximizer Announces Maximizer CRM 12 with LinkedIn Integration and More   From The Expert Corner September 28, 2011 IVR System and VoiceXML: A Match Made in CRM Heaven By Juliana Kenny, TMCnet Managing Editor Modern-day voiceXML standards have made it possible for developers to create interactive voice response (IVR) systems that eliminate the age-old frustration with computerized call handling, and thus the entire landscape of IVR is changing. A recent collaborative article between TMC’s (News - Alert) Bob Emmerson and Interact’s Director of Sales, Chris Buffum explored the ways in which voiceXML technologies are improving the IVR arena as a whole. Emmerson writes, “The VoiceXML (News - Alert) standards support speech synthesis and speech recognition technologies, which enable significant feature enhancements and higher user acceptance, i.e. voice application systems that can more effectively and more efficiently serve the customer. Phone (News - Alert) button presses are replaced by speech recognition where the computer ‘understands’ and then directs the call and/or provides information. And on the other side of the IVR system, companies are able to handle an increased call load... Read More   Featured Video Interview with Matrix Telecom Security   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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