Here’s another example of the convergence between telephony and Web: TringMe has announced a beta Flash-enabled VoiceXML platform. This would allow Web developers to simply put a Flash widget on their Websites to reach their voice applications and only a browser with Adobe Flash plugin is required.
We are inching closer to the “write once, run anywhere” voice app. Imagine developing an IVR app customers can interact using not just a telephone, but also from a Web browser, SMS, instant message, or maybe even email? A lot of effort has gone into creating the multichannel contact center, but that usually applies to agents being able to receive and handle queued multimedia interactions, i.e. calls, emails, fax, IM, etc. The user experience is different with each of these channels.
Is it possible to create an application that accepts an email “Please send my account balance for number 12345678″ and replies “Mr. Smith, the balance on your account ending in 5678 is $500″ (obviously there has to be some sort of identify verification and authentication mechanism too)? Such an interaction could apply to other means as well.
Or sending an IM to the application:
User: What are my choices?
App: Office hours, directions, account information, agent
User: Directions please.
App: Here’s the link to our office http://… Anything else?
User: Agent
App: Please reply with your question.
User: Hi, just wondering if you have other office locations near Springfield
App: Thank you. Would you like an agent to call you or IM you?
User: Call me back please. 816-555-1010
App: Of course. Your request is queued and an agent will get back to you after approximately 5 minutes. Goodbye!
How cool would that be?
Eugene
April 16th, 2009
9:22 am
That would be pretty cool, indeed! And we are not far from being there. It’s just a matter of connecting the right technologies together. For instance: http://blog.nuecho.com/2009/04/07/not-just-for-speech-applications/.