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An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs often use a voice menu to direct callers based on the customer's selection, telephone number, selected incoming line to the system or time of day the call was processed. Computer telephony integration (CTI) and computer-supported telecommunications applications (CSTA) are intermediate software that can produce advanced ACD systems. Experts claim that "the invention of ACD technology made the concept of a call centre possible."
Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems.
Nuance is an American multinational computer software technology corporation, headquartered in Burlington, Massachusetts, United States, on the outskirts of Boston, that provides speech recognition, and artificial intelligence. Nuance merged with its competitor in the commercial large-scale speech application business, ScanSoft, in October 2005. ScanSoft was a Xerox spin-off that was bought in 1999 by Visioneer, a hardware and software scanner company, which adopted ScanSoft as the new merged company name. The original ScanSoft had its roots in Kurzweil Computer Products.
Asterisk is a software implementation of a private branch exchange (PBX). In conjunction with suitable telephony hardware interfaces and network applications, Asterisk is used to establish and control telephone calls between telecommunication endpoints, such as customary telephone sets, destinations on the public switched telephone network (PSTN), and devices or services on voice over Internet Protocol (VoIP) networks. Its name comes from the asterisk (*) symbol for a signal used in dual-tone multi-frequency (DTMF) dialing.
A voice-user interface (VUI) makes spoken human interaction with computers possible, using speech recognition to understand spoken commands and answer questions, and typically text to speech to play a reply. A voice command device (VCD) is a device controlled with a voice user interface.
FreeSWITCH is a free and open-source application server for real-time communication, WebRTC, telecommunications, video and Voice over Internet Protocol (VoIP). Multiplatform, it runs on Linux, Windows, macOS and FreeBSD. It is used to build PBX systems, IVR services, videoconferencing with chat and screen sharing, wholesale least-cost routing, Session Border Controller (SBC) and embedded communication appliances. It has full support for encryption, ZRTP, DTLS, SIPS. It can act as a gateway between PSTN, SIP, WebRTC, and many other communication protocols. Its core library, libfreeswitch, can be embedded into other projects. It is licensed under the Mozilla Public License (MPL), a free software license.
Voice portals are the voice equivalent of web portals, giving access to information through spoken commands and voice responses. Ideally a voice portal could be an access point for any type of information, services, or transactions found on the Internet. Common uses include movie time listings and stock trading. In telecommunications circles, voice portals may be referred to as interactive voice response (IVR) systems, but this term also includes DTMF services. With the emergence of conversational assistants such as Apple's Siri, Amazon Alexa, Google Assistant, Microsoft Cortana, and Samsung's Bixby, Voice Portals can now be accessed through mobile devices and Far Field voice smart speakers such as the Amazon Echo and Google Home.
VoiceObjects is a company that produces VoiceXML-based self-service phone portals which personalize each caller’s experience and provide mobile access that integrates speech recognition, touch-tone response, texting and mobile web.
Interactive Intelligence was a telecommunications software and cloud computing development company that provided unified business communications solutions for call centers, Voice over IP companies, and business process automation.
Kainos Group plc is a software company headquartered in Belfast, Northern Ireland that develops information technology solutions for businesses and organisations particularly in the public, healthcare and financial services sectors. The company also provides consulting and support services. Kainos has offices in the UK, Ireland, Poland and the US, and provides services to its customers across Europe, the Middle East, Africa and North America.
Telesoft Technologies is a privately held UK based technology company which develops cyber security, telecoms mobile products and services and government infrastructure. Telesoft has operations in USA, UK and India.
AudioCodes Ltd. is a vendor of advanced voice networking and media processing solutions for the digital workplace. The company designs, develops and sells products, solutions and services to enable enterprises and service providers to build and operate all-IP voice networks for unified communications (UC), contact centers and hosted business services.
Voxeo Corporation was a technology company that specialized in providing development platforms for unified customer experience (self-service) and unified communications applications. Voxeo was headquartered in Orlando, Florida with main offices in Cologne, Germany; Beijing, China; London, UK and San Francisco, US.
The Plum Group, Inc. is a company that provides interactive voice response platforms, systems and hosting services to developers and companies to automate call center and business processes over the phone.
Genesys,, is a company that sells customer experience and call center technology to mid-sized and large businesses. It sells both cloud-based and on-premises software. Genesys is headquartered in Daly City, California, and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The company was founded in 1990 and was most recently acquired by Permira Funds and Technology Crossover Ventures in February 2012.
Empirix Inc. is a privately held company which designs and manufactures service assurance testing and monitoring equipment for IP-based communications networks such as Voice-over-Internet-Protocol (VoIP), IP Multimedia Subsystem (IMS)-based, next generation network and 4G wireless networks. Empirix offers enterprise and carrier grade products as well as quality assurance products for network equipment manufacturers. Empirix is headquartered in Billerica, MA.
Voice Elements is a Microsoft .NET development environment for building automated telephone systems. Voice Elements was released by Inventive Labs Corporation in 2008, based on their original CTI32 toolkit. Software developers who use C#, VB.NET or Delphi use Voice Elements to write telephony-based applications, such as Interactive Voice Response systems, voice dialers, auto attendants, call centers and more.
Voice-based marketing automation (VBMA) refers to software platforms designed for marketing, sales, and support departments to measure, manage, and automate their phone conversations. Marketing departments, sales teams, and support agents use VBMA to initiate, manage, monitor, track, route, record, and report on sales and support phone conversations.
Susan Alice Bennett is an American voice-over artist and a former backup singer for Roy Orbison and Burt Bacharach. She is best known for being the female American voice of Apple's "Siri" since the service was introduced on the iPhone 4S on October 4, 2011; Bennett was the voice of Apple's virtual assistant until the iOS 7 update was released on September 18, 2013.
References
- ↑ Klie, Leonard (May 3, 2010). "When in Rome..." Speech Technology. Retrieved 2010-07-28.
- ↑ Collins, Michael (June 14, 2010). "ClueCon Update: "Callie" Is Coming to Chicago!" . Retrieved 2010-07-28.
- ↑ "Interview with Susan Bennett". All Things Considered . National Public Radio via WNYC. December 9, 2013.
- ↑ Ravitz, Jessica (2013-10-04). "'I'm the original voice of Siri'". CNN . Retrieved 2013-10-04.
- ↑ "GM Voices Becomes Official Genesys Technology Partner" (Press release). July 1, 2014.
- ↑ "Welcome to GM Voices! | GM Voices".
- ↑ Thomas Petzinger Jr. (February 19, 1999). "Selling Golden Voices, An Entrepreneur Gets a Lesson in Technology". The Wall Street Journal. pp. B1.