This insteresting 2007’s summer study published by Dimension Data (in collaboration with Cisco) on the perception gap between “vendors” (developers, system integrators, voice application developers, and speech technology vendors) and “consumers” of speech-enabled self service solutions helps better understanding the business opportunities with IVR.

Conclusion, we need to listen more about user’s requirements and needs before building a speech self service. Of course, that may not be a revelation to anyone who seriously engages in voice user interface design.

IVR cost-saving is welcome for users

Deploying cost saving solutions where there is a benefit to consumers is a positive factor. 21% of consumers that see call centres aspiring to deliver quicker and efficient service as the main reason for the deployment of automated solutions.

Most important benefit of using IVR is 24×7 service

What do you think is the most important benefit of using an automated system when you phone a call center? 51% of vendors mentioned “to avoid wait time” while 49% of users mentioned “24 x 7 service” against 18% who mentioned “Avoid wait time”!

“Transfert to agent with no context” is the thing that irritates most users

The thing that annoys or irritates me most about using an automated speech application is when… 41% of vendors answered with “System didn’t understand me,” vendors’ number one answer, while users’ number one answer was, “Transfer to agent with no context.”

Users really address the reason they call…?

In general, when you’ve used a speech recognition system, which of the following best describes how well it helped you deal with your query? 43% of customers believed that their interactions with speech recognition systems had partially addressed the reason they called versus 77% of vendors.

Speech recognition or touchtone perception

How often would you prefer to use a speech recognition system rather than a touch-tone system? 45% of respondents were clear that they want to use speech recognition systems as little as possible over touchtone applications.

Read complete document here.

InfoWorld’s (IDG) annual BOSSIES recognize the best free and open source software the world has to offer to businesses, IT professionals, and productive individuals who rely on computers to get work done.

More and more companies count on Asterisk to provide their most mission-critical application: dial tone. Asterisk has what you’d expect from an enterprise-worthy VoIP system, and integrates with other tools to allow for clustering, failover, IPv6 support, IVR / IVVR and a range of other functions. Asterisk operates as a back-to-back user agent, managing all aspects of a VoIP call, where some of its contenders deal only with VoIP signaling. Asterisk is not without rivals, notably OpenSER (recently renamed Kamailio), FreeSWITCH, and CallWeaver but it’s still the champ.

Maybe the most important fact is that keep the OSS IP Telephony community leadership. The really way to change the market is in this point, and we feel Asterisk becomes stronger, not only because it’s a wonderfull framework like Linux is, but because Asterisk manage to create an important developers/users ecosystem arround itself.

More information, here.

September 23-25, 2008
Renaissance Hotel & SPA, Gendale - Arizona US

I6NET will be present at Astricon 2008 Congress with Lumenvox.

AstriCon is the place you need to be to meed I6NET and our value-added IVR/IVVR VoiceXML solutions for Asterisk! AstriCon is the official conference for the wildly popular Asterisk PBX and telephony platform. The conference includes a wealth of information whether you are getting started with Asterisk or have already discovered the power. AstriCon is also the meeting place for the Asterisk community - a diverse group of users, developers, entrepreneurs and other fans.

Meet I6NET at Booth 505

More information: www.astricon.net