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Feature Articles
While interactive voice response (IVR) systems are often perceived as a roadblock to achieving seamless work activity, performance and customer satisfaction, it turns out that IVR technology can be very advantageous to end users seeking help desk support. It's undeniable that IVR has become a staple of the call center industry, and it is most likely here to stay. So how exactly can this distinct sector benefit from IVR technology?
Outgrowing current technology is an accepted issue; we expect rapid evolution, continuous improvements and new innovations. As the world becomes populated with more and more consumers, the technology used to serve them is quickly outgrown. Think of the call center and the old manned switchboards that were cutting-edge at the time, but now appear to be relics from another world.
Let's face it; even when interactive voice response (IVR) technologies work well, they're not our favorite. Even on a well-designed menu tree with no dead-ends and clear options, if it's a company you call often, you frequently need to sit and listen through menu choices you don't need to hear, particularly if the company has no speech technology-enabled "barge in" option. But what if you could see the IVR choices as well as hear them?
Singapore-based travel solutions provider eZeeCLOUD Global has forged a critical alliance with Atom technologies, one of India's top rated mobile payment solution providers, as well as an enterprise promoted by Financial Technologies India Ltd.
If you've ever been big on gaming, you know that the only time you ever talk to your TV is either when you're screaming at it out of frustration - or worse. The extent to which we've been able to interact with our video games via speech technology has been extremely limited, agrees this recent Plum Voice blog.
Recently, at a forum hosted by the Churchill Club of Silicon Valley in Palo Alto, C.A., reps of a speech-recognition software company, an automaker and Apple co-founder Steve Wozniak sat down to discuss the important issue of where speech recognition has been, and more importantly, where's it's headed.
Reliable and effective speech recognition has been an elusive technology until Apple introduced Siri and made it widely available. This didn't go unnoticed by the largest mobile operator in the world, the state-owned China Mobile and the 650 million plus subscribers. According to Bloomberg it will be buying a 15 percent stake in Anhui USTC iFLYTEK Co., Ltd. for an estimated $214 million. China Mobile is hoping the technology will be able to master the complexities of the Chinese language and compete effectively with Apple.
Voice Assist Inc., together with PCS Wireless, announced that it will conduct a nationwide market test on 10,000 mobile phones. Voice Assist will offer its solution, Voice Assist, to a select 10, 000 mobile phones sold by PCS via its distribution channel to business partners. Once receiving their phones, end users simply register the application online to begin using the 'handsfree solution' immediately.
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