We recently merged with Phonologies (check out official press release here), a global provider of contact center technologies and cloud based voice platforms. The robust Phonologies’ CCXML and VXML platform that powers over 20 million calls worldwide per day will become a core offering for IVR Technology Group, so we wanted to talk a little bit about VXML and its worth to a business. Here are some of the most common questions:

What is VoiceXML?
The name itself is an abbreviation for Voice eXtensible Markup Language. This programming language allows voice-based applications to be possible in an IVR, or other environments. Menus can be created with a voice that sounds natural, and input can be provided by speech recognition.

Advantages of VoiceXML
Customers can navigate through a menu using their voice which allows for more options with less waiting. Most installed IVR systems today accept input from the telephone keypad only. We mentioned this with regards to surveys, but the rule still applies to IVR that less is more. When your customers have to listen to a long string of options to be routed to the correct department, it’s quite likely they’ll get frustrated and mash the “0” key with the hope if speaking with a human being. This defeats the purpose of an IVR.

A VXML based IVR application also allows users to navigate the menu by their telephone keypad, or by interpreting spoken commands. A customer can state the purpose of their call and be directed to a department they need to connect to faster.

VXML applications allow a business to make changes to their IVR menus, quickly and easily. A set of frequently asked questions can be built, based on previous customer interactions. This allows automated agents to route customers and answer questions that met their needs, twenty-four hours a day. This allows a business to use fewer agents which can be tasked with handling more complicated questions. It also saves money, can allow for more productivity.

When it comes to customer interaction businesses use different channels like email, chat, web and phone. While most Americans under 50 will send and receive text messages. The percentage, of that same demographic, which make or receive calls is quite comparable. Americans aged 65 and older, the most-used methods of communication are more likely to make calls using cell phones and landline phones. Through the use of VoiceXML, businesses can provide personalized and consistent support to their customers in a cost-effective manner.

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