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IVR Community eNews <newsletters@tmcnet.com>Date: Tue, Apr 12, 2011 at 8:36 AM
Subject: IVR: Connecting Customers, Countries and Cornbread
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| The latest news from the IVR Global Online Community. Sponsored by Plum Voice. Powered by TMCnet.
Feature Articles
As TMCnet special guest, Lisa Marquez, recently highlighted in an article, "In the past, IVR systems were limited and could often be frustrating for customers. Today, though, the technology is advanced enough that the experience can be as good if not better than conversations with customer-service representatives..It's all about the connection."
An abbreviation for Interactive Voice Response, IVR is any technology that makes interactions between callers and businesses automated using voice prompts, touch-tone telephone keypad entry, or voice recognition features.
Nuance Communications, a provider of speech solutions, has announced that its advanced voice biometrics product VocalPassword is being used in Global Bilgi's 'Voice Signature' service for Turkcell, a mobile operator in Turkey.
Acapela Group has said that its Arabic Acapela Voices Leila, Salma, Mehdi, Saieda as well as Heather, a US English voice, empower the Dolphin Pen to ease daily life of Nattiq's visually impaired users, allowing them to bring Arabic speech capability and magnified Braille anywhere they go.
According to recent reports, Debt Resolve, Inc. and E-Complish LLC will build and market an IVR version of Debt Resolve's two solutions, DR Prevent for early stage collections and the patented DR Settle for late stage collections. The solutions are still in the processing stage but will be ready for market within 60 days.
All of the newer forms of banking have changed at least some in the last few years, offering more convenience than they ever have before, along with more security. Phone banking has benefitted, in particular, from the use of interactive voice response systems (IVRs).
Enterprises are increasingly looking for options in their voice applications, as evidenced by record sales and client acquisition in the first quarter for Plum Voice-the leading single-source provider of automated telephony solutions.
Speech Recognition is used in many voice applications to collect information from callers that would otherwise be impossible to gather over the phone. However, many companies use speech recognition in their IVR applications for the wrong reasons.
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