Interactive Voice Response (IVR) systems are widely used to provide automated call handling for businesses. But sometimes for the caller, remembering which digit to press to connect to a certain department is not so straightforward, and can be time consuming. In addition, with the prevalence of smartphones, it can be somewhat annoying to have to listen to the prompts, then bring up the numeric keypad display on the phone before you can enter your digit choice. Wouldn't it be simpler if the caller could just speak the name of the department they required or speak the digits of a PIN code? Well, they can, using automated speech recognition technology, ASR.
With 55 percent of those asked in a recent survey report “Cloud as a Journey: The Reality of Cloud-based Solutions” (1) stating that within the next four years they will offer Cloud or Web-based systems (higher than ever before), evidence points towards Cloud becoming the de-facto architecture for contact centres – inbound or outbound.
Nothing is as constant as change. Is that true? It’s an old adage, but probably not strictly accurate. Change might be ever present, but the pace of change is fluctuating all the time. So change itself isn’t constant – it speeds up and slows down, sometimes erratically, but it’s always apparent.
At this time of year, during the festive season, we begin with predictions – which rarely fully materialise – and we end with resolutions – which promptly get broken.
Both are done with the best of intentions, but “gang aft agley” like “the best-laid schemes o’ mice and men.”
Whatever you may think of the accuracy or otherwise of predictions made by industry analysts in general, it’s clear that Gartner has gained a good degree of credibility with its regular, industry specific ‘magic quadrant’ analysis.