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VoiceXML (VXML)

VXML systems increase call-center profit and efficiency

By Phillip T. Stephens
The Voice Extensible Markup Language (VoiceXML or VXML) standard provides businesses with a format for controlling human-to-voice interactive dialogues. A VoiceXML browser connected to the Public Switched Telephone Network interprets VoiceXML documents in a manner similar to web browsers and HTML, allowing callers to interact directly with voice applications.

Businesses use VXML applications to drive call-centers, order inquiries and tracking, voice access to email and customer support. VoiceXML instructs the voice browser in speech recognition and synthesis as well as audio playback. Adopting the standard into your business network offers a number of advantages:

1. Voice Extensible Markup Language increases call center efficiency by providing human-to-voice rather than human-to-human interfaces.

2. A VXML application allows businesses to exchange platforms without changing to new platform specific-applications.

3. Open source VoiceXML shifts development resources from developing new applications to adding new features and capabilities to existing ones.

 

Add onsite servers and gateways using VXML to your current network

Market-ready servers and gateways allow your business to integrate voice, data, and integrated multimedia into a single system wide solution. Server packages can often come bundled with platforms and VoiceXML applications to get your new business up and running quickly.
Try: NMS Communications’ Vision Media Gateway and Signaling Server forms a scalable, turnkey solution with a scriptable call-routing engine with a compact footprint. Voxeo’s Prophecy IVR Server provides an integrated, ready-to-go platform, Voice over IP Gateway and audio conferencing with open software solutions.

Use professional consultants to develop and fine-tune your VoiceXML applications

Starting your voice messaging systems can be a long process from forecasting transaction costs, selecting business operations to automate, selecting and/or developing platforms and applications. A number of firms can provide the consultants you need to deploy systems using open source VoiceXML, or train your personnel to handle the most rigorous demands of VoiceXML development.
Try: KRIXI’s Application Lifecyle Management Services supports a wide-range of services from RFP to high-level design and support Linux, Unix and Win 32 operating systems. Training the Experts provides expert training in VoiceXML with customized onsite classes.

Offset infrastructure costs with hosted VoiceXML solutions

VoiceXML applications and platforms don't need to be running from the same location. If your business is new to voice applications, you might be better off leveraging the infrastructure and expertise of specialized hosting companies.
Try: Alcatel-Lucent’s hosting solutions can serve your business exclusively or shared with other customers to help your business deploy new, customized applications as quickly as possible. Nortel’s Hosted Interactive Voice Response implements rapid deployment of speech applications for any sized project delivered on a standalone basis or a part of their larger portfolio of hosting solutions. Both companies also distribute servers and applications allowing you to transition to your own on-site systems.

 

  • The VoiceXML 3.0 release will incorporate a new statechart description language, State Chart XML, which will standardize state chart diagram notations currently used in other XML applications. As with most standards updates, your business should be able to transition as your needs demand.

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