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Increasingly, enterprises and call centers are turning toward Interactive Voice Response (IVR) systems to reduce overhead costs and enhance customer experiences. Traditional IVR systems consisted of proprietary IVR hardware platforms often described as "monolithic" or "big-iron." These giants have been on the market for about 20 years and represent the majority of systems deployed. These proprietary hardware platforms benefit from decades of field-proven use; they're stable, reliable, and can handle high channel volumes. However, as with any proprietary system, their components are not easily interoperable with other industry solutions; once a company selected an IVR vendor, they are pretty much locked into that decision. With the development of VoiceXML, traditional IVR systems are a thing of the past. VoiceXML IVR systems run on commercially-available server hardware, bringing hardware costs down significantly. Newer hardware for IVR systems typically include industry-standard severs with plug-in telephony cards. VoiceXML applications can also be run off of existing server infrastructure. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen - Management metaphors at RichChristiansen.com. |
IVR hardware
