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IN A WORLD THAT DOES BUSINESS ON PAPER, by telephone and on the Web, many prefer the speed and convenience of the telephone. Interactive voice response (IVR) systems link this readily available interactive device directly to e-commerce and e-CRM systems. While first-wave IVR systems were the source of customer aggravation, the latest voice response technologies are easing interaction through natural spoken language.
SpeechPort, from Price Interactive, Reston, VA, is among the nextgeneration voice gateways offering distinct advantages over traditional IVR systems that rely on touch-tone interaction. SpeechPort links natural speech recognition software (provided by partner SpeechWorks, Boston) with existing Web content and e-business systems.
"The value is in opening up the Web to those who wouldn't normally be able to access it," says Ken Rokoff, vice president of marketing and strategic development at Price Interactive. "Speech recognition gives companies better customer service and cost savings, as it disposes of a large percentage of calls at the front end of a calling system."
Last year, Price Interactive and SpeechWorks helped MapQuest.com deliver directions to drivers calling in from their cell phones. The company has also moved into the telecommunications industry, assisting companies like Worldcom and AT&T in developing customer access to Webbased information. When customers call in to inquire about their account, they choose from several options using voice commands. Customers can also interrupt at any time...