Advancements and innovations in technology in recent years have meant that Interactive Voice Response (IVR) is now more refined than ever and about the hottest product in the telephony industry. New Voice Media IVR software is among the best on the market, utilising IVR to offer functioning support lines, self-help lines, ticket lines, PIN retrieval and card balances.
With the technology now more affordable than ever before businesses are rushing to have IVR software installed on their lines and the ever changing world of IVR is a swirl of new stories and new breakthroughs. Read on for today’s top IVR stories.
Genesys Receives ‘Strong Positive’
Californian IVR software provider, Genesys, received a ‘Strong Positive’ rating from industry analysts, Gartner. The Gartner ratings were published in the ‘MarketScope for IVR Systems and Enterprise Voice Portals’ and Strong Positive is their highest possible rating.
The result of the report caused huge excitement at Genesys, whose Chief Marketing Officer, Nicolas De Kouchkovsky said, “We’re excited to be recognised with such a coveted rating.” The annual report assesses IVR vendors based on a number of factors including integration of customer contact channels and, crucially, the integration of self-service and assisted services.
C3 to Provide IVR to Idox UK
Information Management Systems (IMS) provider, Idox, have chosen C3 to provide their IVR for voter registration. Idox provide the service for 42 local authorities across the United Kingdom and the majority of new voters register by phone.
Though the initial cost of the system has not been revealed, industry insiders estimate that it will save Idox, and therefore the local governments, thousands of pounds in man hours over the next few years.
DTMF Masking Offers Extra Security For Ameyo
Ameyo have invested in Dual-tone multi-frequency (DTMF) masking to improve the security on their IVR systems. Reportedly, Ameyo have received a number of complaints in previous years about customers’ information being mishandled.
DTMF masking works by disguising the tone frequency given off by a touchtone telephone which, when intercepted, could potentially be used to decipher which buttons the user has pressed (it’s the telephony equivalent of peeping over somebody’s shoulder at a cash machine). The masking software has been provided by Drishti-Soft.
