* How Voice XML and speech recognition are transforming call centers
This week, we’ll continue our discussion on how advances in voice-over-IP-related protocols can improve call center operations. First, we’ll look at progress in interactive voice response (IVR) systems.
Over the past several years, improved speech recognition technologies have enhanced IVR systems. Whereas legacy systems asked the caller to “press ‘1’ for accounting” and “press ‘2’ for human resources,” speech recognition now allows callers to “press or say ‘1’ for accounting.”
More advanced speech recognition systems can now ask and respond to questions like, “What would you like me to do – leave a message or make a call?” The most advanced systems can even learn to recognize names and a particular caller’s accent or speech patterns.
When combined with an IVR system, these speech recognition advances can make the IVR system more caller-friendly.
IVR systems that support Voice XML can easily provide call routing to another vendor’s VXML-capable call director, phone switch or PBX. VXML is a Web-based standard that enjoys a broad base of application developers. While not yet universally supported, Speech Application Language Tags (SALT) provide the same flexibility as VXML for application integration driven by spoken commands.
Users benefit from VXML standards compliance because they can “plug and play” their VXML-capable phone systems. The call center therefore gets its choice among best-of-breed systems with simple integration.
Next time: Session Initiation Protocol and the call center.
