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SpeechStorm Releases 'Jackson' Speech-enabled IVR Application
IVR Featured Article

SpeechStorm Releases 'Jackson' Speech-enabled IVR Application

 
August 12, 2014

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  By Daniel Brecht, Contributing Writer
 


IVR is a telecommunications technology that accepts a combination of voice and telephone touch-tone keypad input that has been around for more than a decade, and is still being used today for telephony-based remote user automated self-services and voice-enabled services that prompt users to respond. Yet while it has taken a long time for IVR acceptance to grow, because of continuous improvement in IVR usability and functionality, there is now wide adoption, as it is linked to customer satisfaction and profitability.


Today IVR is the most widely implemented system after the switch or Automatic Call Distributor (ACD) used for call center technology worldwide. IVR services are an option for contact centers that want/need to be more responsive to more customers.

IVR (Integrated Voice Response) has evolved from DTMF (Dial Tone Multi-Frequency) to ASR (Automated Speech Recognition) in recent years. The adoption of speech solutions has offered a simple touch-tone replacement and allows direct dialog or natural language system prompts/caller responses. The system allows callers to use their own voice rather than dual-tone multi-frequency (DTMF) inputs to complete transactions.

The IVR industry is currently driven by improvements in business-to-customer interactions over the phone; the goal is to always find new ways to improve the customer experience (and retention) by simplifying and speeding up self-service transactions. Many customer service organizations have expressed that incorporating speech recognition into their IVR systems helped them save on some costs, for example, in needing to employ live customer service agents to speak with each calling client. It has also created new opportunities to automate routine administrative tasks.

In essence, including speech recognition that integrates with current touch-tone IVRs to connect users to the information they need offers the benefits to reduce operational costs and increase return on investment. This is because speech-enabled IVR systems offer emerging ‘self-serve’ technology to enhance customer service with directory assistance, while reducing agent interactions.

One such company that has been improving organizations’ clients’ experience by using IVR, speech and mobile application solutions to make everyday tasks easier for customers, is SpeechStorm (News - Alert), a Northern Ireland (Belfast) company that focuses on next generation IVR products. The company notes its pre-built applications enable faster delivery of self-service solutions; this contributes to better service, reduced customer effort and increased loyalty. SpeechStorm’s IVR and speech applications are for on-premise deployments and on a hosted, Software-as-a-Service basis.

Recently, the company launched the “Jackson” software release for its SpeechStorm Framework IVR platform. New features include multilingual capabilities via a new user interface, called the “Control Centre” that can manage all aspects of their voice applications, said SpeechStorm CEO Oliver Lennon.

According to a recent App Developer Magazine post, “the new release also utilizes SpeechStorm’s ‘S/Connect for Cyara, which captures the ‘conversation’ between the system and the caller, and includes SpeechStorm Mobile eXperience (MX) for iPhone and Android (News - Alert), which allows customer service applications to be created and deployed through a drag-and-drop interface.”

With today’s customers becoming more mobile and social, the release of the Jackson software, as part of the SpeechStorm Framework IVR, may be what’s needed for companies to improve the mobile interactions with consumers. For many companies that have a call center, multilingual IVR solutions are a necessity. SpeechStorm’s release of the Jackson software is intended for those exploiting mobile apps for visual self-service business interactions through IVR in multilingual mode.



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