VOICE WORLD EUROPE
Integration vital for real-world success of natural language, warns VIP
Voice Integrated Products (VIP) has warned that natural language technology may not deliver its promised benefits if it is poorly integrated with other technologies and business processes.
According to VIP product manager Tony Norman, natural language technology has at last come of age, with powerful speech recognition and dynamic grammar engines now able to access economically realistic processing power. “People who checked out the technology only a few years ago are amazed how it’s come on. It’s no longer just an impressive lab technology.”
“But unless it’s integrated with other applications it risks becoming a technology island – an undeniably impressive and useful front-end automatically directing incoming callers to particular extensions or departments, but without an easy upgrade path. Anyone investing in natural language call routing should ensure that they can multiply its benefits when they need to by easily adding other applications.”
According to VIP, key candidates for integration are hot desking or follow-me systems which can pass calls straight to the person a caller needs, whether they are working at another desk or away from the office, auto attendant and
contact call centre applications, voice forms for capturing structured voice messages, and bulletins for giving callers standard information such as directions. “And no matter how clever the integration, stability is vital,” said Norman.
Like all VIP applications, its own natural language call router, Orator, is based on its own Speech Enabled Multiple Application Platform (SEMAP), a common technology platform which ensures that VIP’s entire suite of private and public sector communications packages can be rapidly and seamlessly integrated with exceptional stability. SEMAP also allows VIP to progressively add functions to customer's systems as their needs develop and even to develop customised applications.
Two of the latest VIP applications to be integrated with SEMAP are Solo, a web based system which automatically and proactively monitors and protects lone workers, and Informer, an advanced package which provides fully automated two-way communications with large groups of disparate individuals in order to put together rapid response teams to cope with emergencies.
“Business-friendly natural language has arrived,” said Norman, “but what will ensure that it sticks around and becomes part of our day-to-day lives is not the technology but stable integrated applications.”
** PHOTOS available of Tony Norman and VIP systems in use.
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Product and company names mentioned herein may be either trademarks or registered trademarks of their respective companies.
Voice Integrated Products (VIP) deploys advanced telephone call and message handling solutions using its own integrated technology. VIP technology is engineered to work with the broadest range of voice and data platforms and provides advanced call handling, contact centre, monitoring and unified messaging applications to private and public enterprises in the UK and Europe. All are founded on VIP’s SEMAP (speech enabled multiple application platform) single-server technology, giving customers maximum flexibility.
VIP: Melissa Bendon, marketing manager, VIP, VIP House, 3 Park Place, North Road, Poole BH14 0LY. Tel: +44 (0) 1202 715500. www.vip.co.uk
VIP press information: Paul Taylor, intro communications.
DDI: 020 8699 7176. firstname.lastname@example.org
V025/A May 6, 2004
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