TITLE

Open Voices: Linux And VoiceXML In The Call Center

AUTHOR(S)
Mancill, Tony
PUB. DATE
August 2004
SOURCE
Business Communications Review;Aug2004, Vol. 34 Issue 8, p16
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Linux is the heart of the author's company's interactive voice response (IVR) platform, where he depends upon it to answer and process 60,000 phone calls a day, 24X7, without even questioning its suitability for the task. Linux supports both the call-flow and the computer telephony integration (CTI) tiers of their IVR. Together they automate a substantial portion of those 60,000 phone calls via tight integration with their customer relationship management application. In the call-flow tier, the voice response units (VRU5)-VoiceGenie VoiceXML browser- run on Linux. In the CTI tier, Linux applications provide screen pops into their call center apps, launch the appropriate Web-based applications on the customer service representative (CSR) desktop when the call arrives, pull up the correct customer record and propagate all the IVR-collected information on to the CSR. All of which makes the bean counters happy, because the use of Linux instead of name brand applications reduces costs. INSETS: Executive Summary;The Ins And Outs of Speech-enabled IVR.
ACCESSION #
14091071

 

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