| Category: Voice User Interface Design |
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Bringing Video to the Voice Arena
The latest speech application development tools allow programmers to incorporate video applications as well.
Feature,
Posted 01 May 2007
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Not Everyone Has a Phone Voice
The right voice is everything on an IVR, auto attendant, automatic call distributor, or voicemail system.
Feature,
Posted 01 Apr 2007
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VoiceXML Solutions Are Easy to Find
In response to the growing demand for speech solutions based on the VoiceXML platform, the VoiceXML Forum has released an online directory of solutions and providers.
FYI,
Posted 01 Apr 2007
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On Good Speaking Terms
When dealing with a machine, it shouldn't sound too much like a human
Feature,
Posted 01 Mar 2007
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Heightened Level of Alert
As more risks become associated with VoIP, companies that did not take security into account before will need to start
Feature,
Posted 01 Mar 2007
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Hosted Speech: Trend or Foe?
A roundtable discussion with members of the hosted speech community reveals the benefits and concerns with a hosted speech solution
Feature,
Posted 01 Mar 2007
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Cellphone Users Prefer Live Agents to ARS
Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings than those handled by a live agent, according to the J.D. Power & Associates Wireless Customer Care Performance Study released Jan. 25.
FYI,
Posted 01 Mar 2007
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The First 100 Days of Deployment
The design and development phase of your speech self-service application is complete. The system is installed and a rigorous process of usability and user-acceptance testing has been performed. Now what? How do you ensure that when you flip the switch your customers will be able to successfully use the system the way you envisioned? That is what the next 100 days after the initial deployment are all about.
Feature,
Posted 09 Nov 2006
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Rotary Gets a Speech Lift
A subsidiary of Dover Corporation, Rotary Lift is the leading manufacturer of vehicle lifts and equipment for the automotive industry. Its success is based on 80 years of continued innovation in delivering tools and solutions that increase the productivity of service technicians. By providing a competitive advantage to customers, Rotary helps technicians get more done and generate more profit. It's no surprise that Rotary is always looking for ways to gain efficiencies.
Deployments,
Posted 12 Sep 2006
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Ivy League IVR
Respect-it can be a difficult, yet highly desirable value to attain. Most people want respect; it's a basic human motivation to be treated with dignity.
Cover Story,
Posted 12 Sep 2006
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Is Paul English Right?
Why is it when Citibank launches an ad campaign saying its customers can press "0" to talk to a human, it becomes big news? Have we reached a point where the ability to reach an operator is that big a deal? By now, virtually everyone knows the magic phrase: "Hello. Your call is important to us. If you are an existing customer, please press or say one."
Feature,
Posted 12 Sep 2006
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Eleven Tips to Improve IVR Effectiveness
There's been a lot of negative press recently about poorly designed touchtone and speech-enabled interactive voice response (IVR) systems. I'm sorry to say that most of the problems that I've heard, read about, or personally experienced are real. To make matters worse, the situation is inexcusable because the underlying technology that powers these applications is very flexible and can do significantly more than what it is being used for today. Poor implementations are giving these systems a bad reputation, as has long been the case.
Feature,
Posted 12 Sep 2006
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Speech and J2EE - A Foundation for More Creative Dialog Design
Repurposing existing data for speech is frequently a new concept for IT managers whose expectations have been shaped by the proprietary speech systems exclusively available in pre-VoiceXML days. Speech industry standards such as VoiceXML can take full advantage of J2EE to allow designers of speech applications to more easily leverage data that already exists with protocols considered by most organizations to be standards-based.
Feature,
Posted 08 May 2006
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VUI Review Testing - Is It Part of Your Speech Best Practices?
VRT [VUI Review Testing] leverages the VUI designer's heuristic knowledge of what has or hasn't worked in the past, based on prior usability feedback. If VRT is skipped, there may be known issues still lurking that could have been caught through VRT.
Feature,
Posted 08 May 2006
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Larry Miller, President and CEO, TuVox
Speech Technology Magazine sat down with Larry Miller, president and CEO of TuVox, to talk about the successes in speech technologies during 2005 and his vision for 2006.
Q & A,
Posted 15 Mar 2006
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Speech Applications Security: Protecting Your Business and Your Customers From Hackers
With unauthorized access to and theft of customer information on the rise, speech-enabled customer care systems present a new set of security parameters for companies to address. If ignored, a security breach in these systems could be devastating from both an economic and customer trust and loyalty perspective.
Cover Story,
Posted 01 Mar 2006
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Point/Counter Point on Personas
A good voice user interface (VUI) is central to any successful speech application. Although VUI's are made up of many components, if the persona is very memorable, users' perceptions of it can dominate their opinions about the entire system, overwhelming all other aspects of the system in the users' minds. As such, a good or bad persona can have major consequences for the success of a system. …
Feature,
Posted 01 Jan 2006
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Revisiting the ROI of Speech
A good voice user interface (VUI) is central to any successful speech application. Although VUI's are made up of many components, if the persona is very memorable, users' perceptions of it can dominate their opinions about the entire system, overwhelming all other aspects of the system in the users' minds. As such, a good or bad persona can have major consequences for the success of a system. …
Feature,
Posted 01 Jan 2006
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Show Some Emotion
Humans are emotional beings. We are highly skilled at crafting voice output - on the fly - that expresses a broad spectrum of emotions and intensities that range from minor irritation and mild amusement to tumultuous outbursts. Managing the expression of emotion in the speech applications that our customers build is also part of our work as speech-technology professionals. Today, we rely on trained actors (voice talent) to craft emotion-laden speech, but some of our…
Feature,
Posted 01 Jan 2006
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