January 10, 2011

IVRS World: Six IVR predictions for 2011

We are pleased to share some IVR trends for 2011 from IVRS World. What IVR technologies or IVR applications would be hit in the year 2011 ? Here is a list of six elements that might see high usage as well wide acceptance among people! Interactive Voice & Video Response IVR Payments Speaker Recognition Speech Recognition IVR Hosting Bulk Voice Call
November 8, 2010

TMCnet: Interview with I6NET and Vestec on Asterisk-platform ASR

TMCnet recently interviewed Ivan Sixto, co-founder and president of I6NET and Fakhri Karray, co-founder and president of Vestec about Asterisk-based ASR solutions. Both companies are now entering in the mainstream as a lower-cost, more flexible and obsolescence-resistant alternative to traditional proprietary software for IVR. By Brendan B. Read. Source: TMCnet-Q&A  with i6net and Vestec on Asterisk-platform ASR
August 22, 2010

ITIF: Embracing the Self-Service Economy

This report by The Information Technology & Innovation Foundation (ITIF) surveys the adoption of self-service technologies delivered via kiosks, the Internet, mobile devices and the telephone and the many benefits to consumers, businesses and the economy. It also explores how advancements in technology such as Telephony (IVR), Internet,  Wireless networks and the availability of broadband Internet access, are leading to a growing number of self-service options and opportunities for companies to boost productivity. The report also helps makes the case for the government to embrace self-service technology to deliver services more efficiently and more conveniently to citizens. A very good document for summer reading! Executive Summary: The past decade has witnessed a rapid growth in self service that allows consumers to take on the traditional role of a service worker in the provision of a service. Self service has long […]
July 9, 2010

Call Center Management – IVR Overview [Video]

Excelent video from Call Centers Blogs on what an IVR (Interactive Voice Response) is, how and why it routes calls, what the benefits are, and some of the drawbacks of badly-designed IVRs. Link to YouTube:
January 9, 2010

Six steps to build your VoiceXML based IVR / IVVR

Build your VoiceXML 2.0+ standards-based IVR / IVVR require some common hardware, Asterisk the Open Source Telephony Project as phone operating system and our VXI* software suite. All components are packaged for a quick setup and system maintenance. More information:
September 2, 2009

VXI* VoiceXML browser, best IVR / IVVR configurations requested by users

I6NET: VXI VoiceXML IVR/IVVR configuration survey 2009 VXI* VoiceXML browser users are looking for very different configurations for their IVR / IVVR projects. Today, Voice IVR demand represent 71% of our project requests and video IVR (IVVR) only 29%. This is a great new, because today telephony is not only voice oriented and we are very please to help growing this new market too. Concerning Speech Recognition and DTMF, both are requested by 50% of users but the total ports using an ASR engine represent only  15% of the total ports sold. Today DTMF, keep 85% of applications powered by VXI* in a global market. Text-to-Speech is chosen by 64% of customers, because our product is very near to Asterisk first choices are for Flite and Cepstral, but advanced TTS engines are used in near to 60% ports sold. Voice […]
August 31, 2009

IVR provides Speech Self-Services: In a Time of Economic Uncertainty

IVR technologies have been used for long time to help human call centers to manage better their internal resources (welcome mensages, call routing, call forwarding, queues’ menus…) than to provide services to callers as: Speech self-services. This interesting article is talking about the current wind of change of IVR usage. At I6NET, most of our main VXI* business cases are coming from Speech Self-services implementations where the open standard VoiceXML language is a high value-added technology to build advanced machine-human dialogs for many business processes. In a time of economic uncertainty, when managers are being asked to do more with less, and when cost cutting has become the norm, the ability for IVR (Interactive Voice Response) to assist in accomplishing these objectives has never been more obvious. Managers are being forced to make difficult choices between high-touch experience delivered by […]
August 16, 2009

VoiceXML for Asterisk to replace your existing IVR platforms

All of the more basic DTMF-driven IVR services can be re-created with VoiceXML and the open service architecure that it espouses. The caller isn’t going to notice much of a difference unless you take the migration as an opportunity to rework the user interface. However, moving from a proprietory IVR to a more flexible modern architecure does bring a lot of technical advantages. The advantage that VoiceXML offers is the speed with which changes can be made and new functionality added. You are no longer dependent on your IVR supplier to make any modifications you require and you can re-use existing IT infrastructure and interfaces. These engineering changes have an effect in terms of the product, as any modifications are now easier and quicker to do, resulting in a faster time2market for better customer-oriented services. Actually, by randomising some prompts […]
July 30, 2009

VXI* VoiceXML browser for Asterisk goes Cloud

I6NET is proud to announce next VXI* releases for Asterisk PBX will provide advanced Cloud Telephony for real. This approach will free carriers and enterprises to get their own Virtual IVR services powered by VoiceXML / SIP, the open standard speech XML language and VoIP protocol. Today traditional, Hosted Telephony or Phone 2.0 API services don’t provide to users a full access to their own IVR platforms management and engines control in the Cloud. With VXI* for Cloud, you will run any standard VoiceXML 2.0+ application for inbound / outbound telephony services by yourself in your own virtual OS server environment. Coming soon next days: VXI* Cloud Beta Program launching!
July 28, 2009

Global IVR market to reach $514 billion by 2013, says T3i Group

According to T3i Group‘s latest research, the global interactive voice response (IVR) market, which includes speech recognition, will grow to $514 million by 2013, up from an estimated $431 million this year, due in part to the growth in VoiceXML (VXML) technology. The market for IVR is gaining new life due to a resurgence of self-service applications; the power of VXML to link Web applications to voice; and increasingly sophisticated outbound applications, including video on cellphones,” noted Ken Dolsky, Program Director for T3i Group’s InfoTrack for Converged Applications program. “Every vertical segment has some unique opportunities, and vendors are providing both solutions and guidance as to how IVR can improve the total customer experience with customer-pleasing applications to replace the stereotypical perception of IVR as only an endless loop menu.” T3i Group segmented the analysis in this report by technology, […]