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Rounding up his collection on Voice XML, frank Coyle takes a inspect at how voice can add a brand new prosperous dimension to your web functions, primarily these headquartered around XML. With net 2.0 and mashups on the upward push, adding Voice XML to the merge lets you haul and thrust net-based counsel to your clients wherever they can moreover roam (so long as they engage their cellphones).Like this article? They imply
here is the remaining article in their sequence on Voice XML, so let’s wrap things up by using expanding your thinking about the right course to utilize voice as an enabler in your purposes. once they appear on the basic success experiences of Voice XML (for example, the American airways flight service or 1.800.DOMINOS), they note Voice XML as a front conclusion to big database-pushed purposes where voice input acts as a effortless front halt corresponding to the position of the classic HTML form. information is collected from a user and delivered to a server, the district some returned conclusion database processing occurs. the consequent assistance is then delivered back to the voice customer halt person. here's what I convene the classic voice utility.
but let’s expand their thinking by far in gentle of the ubiquity of cell phones and the emergence of web 2.0, the district purposes are assembled through connecting software add-ons in new and infrequently curious techniques. The latest time term for here is mashup, a celebrate intended to replicate the sort of guerilla meeting procedure that’s riding the introduction of a brand new technology of web apps that are built round net functions.
So the district does Voice XML slot in? The retort is that it suits wherever you want a voice fraction to obligate or augment your application. the ease of developing free developer accounts with Voice XML suppliers akin to Voxeo enables you to launch experimenting with voice to your own apps, hopefully leading to the subsequent splendid mashup idea.
one of the crucial merits of ECMAScript is so you might entry Voice XML variables within ECMAScript. elements that accept the expr refer can utilize arbitrary ECMAScript code to generate a worth at runtime. and you can summary your regular ECMAScript capabilities into capabilities or libraries to champion reuse on your Voice XML pages.
simply when one (tech) media firestorm over Uber’s privateness policies begins to subside, yet another account emerges concerning the excellent volume of consumer statistics gathered by means of the company’s mobile app for Android.
A security researcher in Arizona described in a blog post Tuesday how he decompiled the app’s code, and uncovered a lengthy checklist of statistics requests made through the app.
The researcher, Joe Giron, wrote that one of the vital facts gathered seems abnormal and pointless. for example, the app asks for assistance concerning the consumer’s neighbor’s Wi-Fi provider, no matter if or no longer your telephone is jailbroken, and whether or not the mobile might subsist at risk of the Heartbleed worm.
“Christ man! Why the hell would it want access to my digicam, my mobile calls, my wifi neighbors, my money owed, etc?” Giron says in the weblog.
The app accesses voice convene and messaging histories, facts utilization heritage, Wi-Fi connections, and any variety of gadget id that may well subsist accessible. device identity is regularly used to goal adverts at specific devices.
The Uber app also asks for counsel in regards to the different apps working on the user’s cell device. It desires to know the identities of the apps, when they had been district in, in the event that they got here as a fraction of a bundle, how a lot statistics they use, and different stats.
lots of the records facets collected by the app can subsist used for completely real and helpful functions. collecting the network connection guidance (like Wi-Fi) appears justifiable, as does the assortment of the GPS information. The app moreover asks to utilize the digicam so that clients can add an image to their profile.
“access to permissions including Wifi networks and camera are included in order that users can tang plenary performance of the Uber app,” Uber spoke of in an email response to VentureBeat.
“this is no longer enjoyable to Uber, and downloading the Uber app is of route optional.” Uber moreover pointed us here for an evidence of the app’s a variety of records requests.
but the assistance concerning the HeartBleed malicious program and whether or no longer the cellphone has been jailbroken appears unjustifiable, until Uber plans to exploit that weakness advance what may, which isn’t probably.
An Uber spokesperson explains that the code in the app that requests that suggestions from the mobilephone wasn’t district there by means of Uber.
“Our code lists a brace of elements that their cell protection vendor offers, however that they achieve not use,” the enterprise says in a statement. “as an instance, ‘even if outfit is rooted, even if it has any malware on it, and whether it’s liable to the Heartbleed safety worm’ don't appear to subsist points that Uber makes utilize of.”
like All Android apps, the Uber app shows a permissions page after downloading that the consumer requisite to consent to.
however the extent of the information the Uber app collects seems to head past the data set shown on the permissions monitor.
Giron notes that All the facts features the app wants to entry are listed in the “AndroidManifest.xml” file inner the Android software edifice outfit (APK).
here’s a screen seize of that file:
Of direction this All comes just per week after Uber received into some sizzling water by course of threatening to tune the actions of a journalist who had been essential to the enterprise.
A media examine performed at the conclusion of ultimate week confirmed that many individuals Have been less worried concerning the privacy of a unique journalist and more concerned about the implication that Uber may now not give protection to the privacy of users.
So the inspect this week of Giron’s research into the statistics gathered through the Uber app can moreover Have struck a uncooked nerve.
it is well-known to notice that Titanium isn't a system that offers a degree-and-click aptitude to construct a unique software that runs both on the web and on the laptop; although, that isn't to claim code sharing across the internet interface and computer interface is impossible.
Some developers may additionally select to boost with a share-and-segregate sample: write a typical set of shared libraries, then write platform-selected code to subsist used in a web interface and other code to subsist used in a computing device interface. during this case, you are going to silent Have a unique codebase, however you are going to halt up with two different apps.
different builders may additionally select to advance using innovative enhancement. With progressive enhancement, you beginning by using implementing a fundamental set of elements, then as new elements become available, you construct up performance to invent utilize of those new elements.
a pretty fine instance is Google medical doctors. there is a simple set of features that you would subsist able to access on line, but when you deploy Google Gears, you accumulate off-line access and other elements as well. The identical goes for Titanium apps. developers can boost their net purposes regularly by means of including points and features that will subsist accessible only when the app is hasten on a Titanium illustration. using this approach you've got only a unique app.
each of those suggestions are legitimate decisions when it involves setting up apps. each techniques Have professionals and cons, and or not it's as much as you as the developer to select which system to invent utilize of.
No more Limits on net construction
The concept in the back of Titanium is rarely new, however Titanium evidently separates itself with the aid of giving you whatever thing unique: limitless possibilities with open-source decisions. You are not compelled to utilize the leisure proprietary—which you could utilize any library or framework you need. All technological selections are yours to make.
because Titanium is allotted under the open-supply Apache Public License v2, that you would subsist able to download the supply code, play with it, fork it and prolong it. or not it's this extensibility that makes Titanium a platform that developers can grow with in the future. The platform can morph and evolve into different varieties as new needs emerge.
abruptly Evolving web evolution Platform
Titanium is evolving All of a sudden and has experienced several fundamental adjustments to its architecture during the past few months.
The initial preview liberate of Titanium (PR1) incorporated WebKit and a modified edition of Google Gears. almost, Titanium PR1 used WebKit as its leading component, and extra aspects were exposed to the runtime by means of a endemic extensions equipment, which gave builders access to elements from a modified edition of Gears.
quickly after this preliminary preview release, the Titanium crew began to re-architect the platform. Google Gears became removed, and in its place, a brand new system for exposing new points changed into created: Kroll.
Getting began with Titanium functions
enough conception—it subsist time to accumulate their gloves out and launch working with Titanium. First, down load the latest version of Titanium from titaniumapp.com/down load, and execute the package:$ chmod +x Titanium-PR3-SDK.bin $ ./Titanium-PR3-SDK.bin
you are going to subsist greeted with the aid of a window containing the License contract; click I settle for to continue. wait for the installer to finish, and the next issue that pops up on your monitor is the 2d tool that you'll utilize probably the most whereas establishing purposes for Titanium (aside from your favourite text editor): the Titanium Developer.
Titanium Developer is the leading device you requisite for establishing Titanium functions. It elements a few tabs for different applications, starting from packaging your app, managing initiatives and discovering frosty stuff from other developers (figure 1).
determine 1. Titanium Developer
the first tab is projects, which helps you manage your Titanium projects. here you could create new projects, hasten them for testing and kit them for distribution (determine 2).
The Sandbox is a extremely valuable tool for trying out code without having to create a brand new mission. to note it in action, try typing right here snippet of code into the text district on the Sandbox tab, then press Launch (determine 3):<div identification="output"> </div> <script> doc.getElementById('output').innerHTML = "hello World from Titanium"; </script>
The next tab, Apps, is a device for discovering different excellent Titanium purposes. Titanium makes it practicable for you to dispense your purposes effortlessly by means of a distribution and packaging cloud. each app it's packaged as public could subsist featured in the Apps tab, making it easier that you can share and dispense functions to your users (determine four).
as much as this factor, Titanium Developer probably appears fancy some other edifice tool. you employ it to create new initiatives, inspect at various them and kit them for distribution—commonplace construction stuff. nonetheless it goes past that. Titanium Developer is rarely basically a construction device, it's a convivial edifice tool. convivial evolution harnesses the energy of convivial media for enticing, studying and participating with a global group of developers. it is why Titanium Developer consists of two different tabs: community and Feeds.
The group tab contains a plenary IRC client that connects to the professional Titanium IRC Channel, enabling you to contend with different builders, accumulate aid with intricate code or even share tips and hints. The Feeds tab features are vital web feeds from Twitter and FriendFeed involving Titanium, so that you'll subsist up up to now about everything that is going on with the platform. The equal tool that you simply utilize to create, package and installation initiatives is moreover a device that connects you to the global group of builders working with the same platform as you (determine 5).
determine 5. group Feeds
And, the smartest thing about Titanium Developer? it subsist truly developed using Titanium.
Titanium assignment 101
subsequent, you deserve to enter assistance about your task. type the leisure you crave for the task name, undertaking Description, publisher identify and writer URL fields. For the task location, click on on the wee folder icon on the aspect of the textual content container, and select the directory on your system the district the task may subsist positioned. finally, you requisite an icon for the project, so click on the wee folder icon on the aspect of the box for utility graphic, and browse for a picture file. click Create venture.
The venture tab now shows your project on the record and a few challenge assistance on a window on the correct. This window has three tabs: the primary one shows your task's advice, the 2d one shows links to your software packages, and the third one shows distribution and down load data on your software (figure 6).
choose the project within the list, and click on on the wee box icon. This brings you to the Packager where which you can run, outfit or install your software. click on on the kit and Launch button to launch your newly created undertaking.
You now Have your first task, nevertheless it does not basically achieve lots at this aspect. So, open your file supervisor and navigate to the directory you chosen for the task region in the event you created your task.
interior your mission directory, you'll note a few information and directories (figure 7):
dist: the listing the district Titanium Developer outlets your packaged app so you can launch it for checking out.
manifest: a file used by Titanium to determine settings for packaging your apps, fancy your app's suggestions as well as settings and types of the modules you're using for your software.
tiapp.xml: the descriptor file for the utility. here is used by course of Titanium to assess settings before working your utility, equivalent to settings for the initial window, edition assistance and copyright information.
materials directory: where All of your application data are saved—your HTML pages, stylesheets and scripts All may silent subsist stored right here.
determine 7. venture listing
Titanium is awfully lenient when it comes to the structure of the materials listing. which you could create subdirectories to constitution your challenge in any means you desire, depending on your vogue.
As you could see, it subsist simply an simple HTML web page, and Titanium Developer already covered a link to the MooTools script (which moreover is included inner the elements directory). Now, edit the file so it appears fancy checklist 1.
save the file, then travel to the Titanium Developer's task tab, and click on the outfit icon in your assignment. click package and Launch, and test your software. click on the buttons to accumulate a hey world from three distinctive languages—all in a unique web page (determine 8).
figure eight. hi there World App
while you're writing code, you might subsist bound to hasten into bugs. thankfully, Titanium contains WebKit's net Inspector, which you could utilize for quite a few trends initiatives. To open the internet Inspector, comfortably correct-click on your app, and select inspect aspect.
once you're finished writing code and perfecting your application, you might subsist now ready to outfit your software, which is effortless to achieve with Titanium Developer. within the Packager window, click the package for Distribution button.
you are given a number of alternate options. the primary one is to select for which structures to outfit your app—which you could select between OS X, windows and Linux (or All three). subsequent, you deserve to invent a determination even if to bundle the runtime with your software or installation it by the utilize of the community throughout launch. Then, you determine which modules you are going to add to your task and no matter if to bundle them with your app (figure 9).
eventually, you Have the option of creating your task publicly attainable. through checking invent app public, your application can subsist brought to the App listing and subsist made available to clients All over. This helps immensely in distributing your utility, as a result of Titanium additionally hosts your files for you. for those who're carried out, click kit.
Titanium Developer then uploads your project files to the Packager Cloud for packaging. When it's executed, you are presented with hyperlinks to your downloads for each and every platform you certain. if you made your app public, Titanium Developer additionally starts showing records to your software, such as the number of downloads for each platform and the consumer ratings for you software (determine 10).
figure 10. Stats and links
A wealthy API for prosperous application building
As you saw in the code above, All languages supported by means of Titanium Have a window object. here is the shared global demur and is used to bind strategies and objects that requisite to subsist obtainable on All languages. The leading namespace for the Titanium API is additionally bound to this global demur and might subsist accessed by course of window.Titanium.
other than WebKit candies, corresponding to customer-aspect database storage and CSS animations, Titanium's present API additionally includes many of the essential points crucial for laptop utility construction:
Titanium.laptop: for launching third-celebration purposes and opening URLs on the default browser.
Titanium.Filesystem: for working with the filesystem for issues fancy analyzing and writing data, creating and managing directories etc.
Titanium.Media: for working with media information, reminiscent of audio and video.
Titanium.community: for working with network-connected initiatives, similar to socket connections and IRC clients.
Titanium.Notification: for custom gadget notifications, as well as hooks to platform-based notification systems fancy Growl and Snarl.
Titanium.Platform: for getting suggestions in regards to the user's system.
Titanium.manner: for working with system techniques, in addition to launching and executing device instructions.
Titanium.UI: for working with endemic home windows, menus and outfit chrome.
alas, going over All of those APIs would require a piece of writing (or two) in itself. happily, the reliable Titanium web page provides documentation with greater details.
Getting prosperous on the computer
searching returned, I wish that Titanium had already existed when my client asked me to try this venture to shop voice files. it might Have saved me a lot of danger fidgeting with different solutions that could not definitely fulfill the necessities of precise, wealthy computing device building.
The respectable component is that Titanium already is here, equipped for motion. you can download the SDK now, play with Titanium and engage fraction on the neighborhood discussions to study greater about it.
sure, Titanium might subsist a relatively new venture. besides the fact that children, with the rapid rate of edifice I've considered up to now, i'm planning to invent utilize of Titanium to vigour the subsequent generation of more suitable, and definitely more powerful, computer functions.
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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 subsist difficult to justify when most enterprises must moreover champion Web initiatives.
VoiceXML eases this problem because voice applications can reside on today’s Web servers and subsist maintained by IT administrators. To round out a fully functioning voice platform, companies moreover requisite 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 outfit 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 measure design of the gateway means IT administrators don’t Have to worry about integrating disparate proprietary components to travail 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 tenacious VoiceXML 1.0-compliant interpreter, and is simple to implement, earning it a Very fine 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 fine performance when you reckon the big amount of remembrance and CPU resources that speech files generally consume.
For companies that don’t want to invent 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 censorious parts of any VoiceXML solution because it must precisely execute VoiceXML commands. To evaluate VoiceGenie’s interpreter, they 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 subsist 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 limpid read-back of their text, and hardly ever misunderstood their spoken input. You can moreover select 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 moreover creep away from proprietary IVR systems and their prohibitive setup and evolution costs. The flexibility that VoiceXML provides in personalizing Web content delivered via wired and wireless devices offers companies a competitive odds today that employees, partners, and customers will hope in the near future.
Mike Heck (email@example.com) 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 industry 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 present 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 recommendation on IVR systems.
Using IVR to enhance your industry by putting the customer first
Customer service is an district that has become the new battleground for businesses, and IVR is a key player in it. IVR has been a fraction of the contact centre since organisations began trialling Dual-tone multi-frequency (DTMF) solutions over ten years ago and has shown to subsist 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 simple 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 silent recall frustration with IVR systems, so contact centres Have to travail that cramped bit harder to ensure customers want to utilize their self-service channels. The key lies in the design of the IVR.
Speech-based systems are more springy and diverse than DTMF, but to invent them effectual you Have to ensure they directly address the needs of your customers.
The trap that many businesses fell in to with DTMF – which can subsist highly effectual – 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 champion create ‘natural’ interactions with the customer, overcoming what is a pretty major hurdle. They can provide a tool for effectual self-service. However, you must invent the system appeal to your customers.
Customer expectations are censorious to the success of your IVR. If you Have lofty value products and a strong, top-end brand, then your customers will rightly hope superior service in the contact centre and subsist irritated with anything less. If, on the other hand, you present low cost products and services, then your customers’ expectations are different. Judging what customer service is worth to the customer is therefore an well-known first step in determining your IVR strategy.
This evaluation will champion identify the processes that you should automate and those that can subsist realistically migrated to self-service. Just bethink to create personal greetings, invent measure information easily available and enable accessibility and liberty of option throughout the navigation. You now Have the beginnings of a fine IVR strategy.
In addition, bethink that to consolidate the information gathered by your effectual IVR solution, you requisite to invent 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 reckon 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 opening to realise a higher ROI – while you moreover 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 censorious 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 requisite to integrate with data silos and other applications within your business, too. Open standards will enable you to achieve this.
Voice XML moreover allows for application portability. When you are scheduling your next IVR replacement, existing VXML applications can subsist hasten on the new VXML-compliant system.
Measure the benefits and review the system’s success
So you Have decided what you can, and moreover what you should, automate to invent the IVR customer-centric, and you’ve deployed an open standards solution. You Have set up the example base, but the real benefits advance 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 requisite to improve.
Ongoing testing and reviews of the system will ensure that you continue to achieve these targets, and moreover allow you to felicitous if they change. Both your customer needs – in fact, customers themselves – and your industry proposition are likely to change over a term of time, and you may requisite to redevelop some areas of the service to preserve up-to-date with those. If you want to achieve this, you must Have the information to relate 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 convene centre. It can strongly influence the caller’s perception of a company through its personality and ease of use, delivering worthy benefits to both sides. Conversely, getting it wrong through poor implementation can subsist a real gyrate off for the caller, so getting it right is important.A fine IVR should champion a customer meet their needs by getting them to where they want to go. At the same time it should champion your agents by removing some of the repetitive elements of their work. It can subsist 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, present these choices in the first menu. But what are the main issues you should bear in judgement when buying an IVR? Here is my personal list of considerations:
1) How will you utilize yours?
Companies utilize IVR for a range of reasons, such as filtering callers to the right staff via skills-based routing menus; data collection, in the shape of customer satisfaction questionnaires; order processing; and automation of repetitive agent tasks during ordinary business. On calls where the human paw is always preferred they can subsist used when agents are not immediately available, such as when more than a inevitable number of calls are queuing, or – more commonly – as a option to callers currently waiting in a queue.
They can moreover subsist useful to provide service out-of-hours, but are particularly powerful in helping with a convene centre’s overall disaster recovery strategy. In times of stress or lofty convene volumes the IVR can really advance in to its own, with pre-programmed alternative convene plans activated so that selected calls can subsist fully automated or routed toalternative convene centres. Some network-based IVR systems calls can even provide an emergency automatic convene distributor (ACD) that routes direct to your own staff, allowing them to telework from home during major disasters such as strict weather conditions or the often predicted avian flu epidemic.
2) How often would you fancy to change it?One key issue to reckon is how easily you will subsist able to change the convene stream and the wording of its announcements. convene centres are constantly evolving and are rarely static, with issues coming up daily that might capitalize from a minor change to the IVR. It could subsist 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 champion 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 convene volumes. Having an aptitude to add a menu option which can filter out calls to subsist handled by these trainees for a few days can subsist a real advantage. invent sure that your IVR convene plans can subsist changed simply and quickly to meet your needs – ideally from a remote web browser so that you can react quickly if required.
3) reflect about speech technologyComplex customer interactions such as postcode recognition and appellation and address capture can sometimes only be achieved through the utilize of speech recognition technology, but you Have to subsist heedful with speech recognition to ensure that callers whose words are not recognised are well-treated. invent sure your IVR has the aptitude to drop failed recognition callers in to a convene centre without losing the data already entered.
For All IVRs, but in particular speech recognition implementations, I would recommend that you affliction the system with a wee percentage of your inbound calls before implementing it across the entire convene centre. This allows you to monitor customer acceptance and, most importantly, check that it covers All required outcomes such as convene flows. It’s difficult to envision an IVR convene stream design on paper, so phone the system and try a few options to hear how they sound and note where changes or improvements are appropriate. select a system where changes can subsist implemented separately over a term of time. This will champion you avoid the pitfalls of ‘big bang’ changeovers.
4) How should it sound?
Finally, the most well-known thing to reckon is how your IVR should sound to the caller. reckon using professionally recorded messages because they invent a worthy deal of dissimilarity to the course your customers perceive you and can subsist 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 convene centres
From a customer perspective, the IVR (interactive voice response) system can subsist the introductory ‘voice’ of the convene centre, setting the tone for how an enterprise views customer interaction. An IVR system has the potential to delight customers and boost their aplomb in the company or, sadly, to foil 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 convene 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 retort routine requests can uninterested 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 convene 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 trait and functionality. Whether you are looking to replace a legacy IVR system or are in the market to create a entire new solution, there are a number of things to preserve in judgement when purchasing a convene 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. inspect for a plenary service ‘one-stop’ IVR shop that offers the technology expertise and complete professional services that can engage you from IVR design to plenary implementation and management.
2) champion for VoiceXMLVoiceXML is based on the World Wide Web Consortium (W3C) Extensible Markup Language (XML) and is the measure 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 hasten your VoiceXML applications. Find a provider that supports the VoiceXML 2.1 IVR standard, as this will hasten application evolution and enable simple application modification down the road.
3) plenary systems that deliver functional custom applications
Look for a provider who can create custom solutions with wealthy functionality. Some of the most common IVR applications for convene centres include: queries and transactions that provide up-to-date information about account balances, order status and so on; customer service champion 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) aptitude to seamlessly migrate between multiple deployment options (hosted, on-site, or on-site/remotely managed)
A consistent VoiceXML IVR platform that can subsist 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 liberty to seamlessly migrate IVR applications between hosted and on-site platforms allows convene centres more options for deployment depending on future needs, resources and technology infrastructure.
5) Features that ensure superior performanceSlow performance caused by audio detain can foil and addle callers. inspect for an IVR solution that strives to minimise audio latency with features fancy intellectual caching of audio files and audio streaming rather than audio playback. Otherwise, sluggish convene performance, caused by calls being placed on voice over IP (VoIP) circuits, for example, can significantly diminish the effectiveness of convene centre IVR and antecedent users to opt out and quest live agent assistance.
6) SLAs that deliver fail-safe reliability and superior convene quality
Consumers hope greater reliability from phone systems than from websites. So IVR solutions cannot travel down. Onsite systems require redundancy and heedful management. Hosting providers – especially those with plenary control over All aspects of the solution – should subsist able to guarantee 24x7x365 uptime.
And just as well-known as uptime is convene quality. Many telecom providers are offering low cost, but low quality, VoIP circuits, which often diminish convene quality. IVR produces lofty ROI when done well, but is a customer service disaster when done poorly. inspect for a vendor that uses top trait telecom circuits and IVR systems that present low latency and excellent convene quality.
7) convene recording capabilities to facilitate convene monitoring, analysis and auditingCall centre IVR systems are often involved in processing valuable information, such as product orders, personal data and pecuniary records. Such transmission of data calls for a greater even 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 effectual course to track IVR exchanges. By recording and then archiving IVR dialogues, convene centres can document All their automated phone transactions and retrieve the data by any parameter, including caller name, telephone number, geographic location, convene transfer destination or transaction type. Calls can then subsist analysed for data accuracy, convene 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 they strongly believe that the potential benefits of correctly designed and implemented IVR solutions silent far outweigh any pitfalls.
However, before organisations start to reckon 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 well-known infrastructure issues that they requisite 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 measure IVR platforms such as Voice XML. Acknowledged benefits of such an open standards approach involve the aptitude to better engage odds of a web infrastructure, the potential for improved functionality, and a more seamless transfer to speech technology to champion better routing, self-service capabilities and other transactions.
Datamonitor expects that, across Europe and North America, the market for proprietary IVR systems will diminish by some 35%, while at the same time revenues for open measure Voice XML solutions will double, with the overall IVR market growing by almost 11%. So why are open standards so important?
Perhaps the biggest capitalize is flexibility, as an IVR application written in Voice XML can subsist 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 requisite to integrate a significant volume of new customers, then this scalability can prove invaluable.
The potential of open standards can moreover give you more flexibility with your existing IVR suppliers. It’s unlikely that you’d want to accumulate rid of All your earlier proprietary IVR applications immediately, and the goal should subsist 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 course 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 ordinary time-division multiplexing (TDM) circuits, creating an inflexible infrastructure that was often expensive to support. The latest open IVR systems can now subsist 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 odds of the cost benefits of more powerful servers that now present 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 travail with IVR suppliers that present more springy licensing based on only those IVR ports actually in utilize 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 travel for and how to connect it to your network, you requisite to reckon the actual IVR applications you want to deploy. While many IVR systems advance with their own evolution tools, there are significant benefits to subsist gained by using one of the new generation of third party voice application management systems.Rather than simply edifice functional applications, you can utilize third party tools to champion the delivery of user-centred, lofty performance speech applications.
At Sabio we’ve create that working with evolution tools such as VoiceObjects helps us to create, test, deploy and analyse complex voice application services through a single, tightly integrated evolution environment. One of the main problems with earlier IVR systems was that they typically required specialist IT champion 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 utilize and more cost-effective to buildvoice applications.
Leveraging existing IVR investments
Other key considerations when procuring IVR systems involve the number of interfaces that your system can champion from a CTI middleware perspective. With Voice XML, integration issues become much simpler, but there may moreover subsist a requirement to champion other Web Services, .NET and open database connectivity (ODBC) applications. Organisationsshould moreover inspect at how service oriented architecture (SOA) techniques can subsist used to leverage your earlier IVR applications within a broader Web Services environment.
It’s moreover well-known to reflect about how IVR systems are going to subsist integrated in to your overall customer service infrastructure. In the past, IVR boxes Have often been left to hasten in the corner of the ITroom without any worthy thought about what was actually going on inside the box. Given that self-service now accounts for a growing symmetry of most organisations’ customer interactions, the details of every unique IVR customer interaction requisite to subsist 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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