In April, Microsoft sent shockwaves around the speech community by announcing that both VoiceXML and SIP will be “native” to MSS 2007. What does this mean to the rest of the conversational access technologies (CAT) application development and platform community? Plenty.
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CAT ScanXVII: Undoing Judge Greene’s Legacy
With its acquisition of BellSouth, a newer, transmogrified AT&T is taking shape. Its new footprint resembles the coverage zones of Cingular Wireless, a GSM-based PCS service provider, augmented on the fixed-line side of the business by the geographic regions served by the erstwhile “Bell Operating Companies” called Ameritech, SNET, Pacific Bell, BellSouth and Southwestern Bell.
CAT ScanXVI: Platforms for Change
In the new era of IP-telephony, Web services and software-based solutions are replacing PBXs, ACDs and voice processing “platforms†as pre-configured solutions. Yet, in truth, platforms remain solid solutions for purchasers seeking call and voice processing that is easy, non-disruptive and relatively inexpensive.
CAT ScanXV: Coping with the “Terrible 2000s”: CAT’s Prospects in 2006
Half way through the first decade of the new millennium, it’s time to take stock of the factors that have had the greatest influence on Conversational Access Technologies’ (CAT’s) progress into enterprise and service provider IT infrastructures. To use the terminology made popular by the Boston Consulting Group (BCG) back in the 1980s, CAT is a ‘problem child’. Compared to its data center technology peers, CAT has not performed up to its potential in a marketplace that is characterized by both size and growth.
CAT ScanXIV: ROI’s New Look
It is no secret that the billion-dollar interactive voice response (IVR) business was built on cost savings strategies resulting from “call diversion” and “agent attrition.” Investment in voice response units (VRUs) was justified by savings resulting from reductions in force in the call center. The math was simple: A call handled “in the IVR” costs less than a dollar, while live agent handling costs in excess of $4.00.
CAT ScanXIII: How CAT Can Help Katrina Victims
As soon as President George W. Bush exhorted viewers of a nationally televised speech to call a hot line number (1-877-568-3317) for help reuniting relatives driven apart by Hurricane Katrina, the alarms started. Media-stimulated calling activity will crash the public telephone network just as surely as a Category III hurricane will breach an inadequately engineered flood wall.