Cisco Cisco Unified Customer Voice Portal 10.0(1) Guía Del Usuario
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VoiceXML Overview
Since its introduction in 2000, VoiceXML has quickly become the standard technology for
deploying automated phone systems. To understand VoiceXML’s quick acceptance by
enterprises, carriers and technology vendors, a brief overview of the traditional technologies used
to develop interactive voice response systems is given.
deploying automated phone systems. To understand VoiceXML’s quick acceptance by
enterprises, carriers and technology vendors, a brief overview of the traditional technologies used
to develop interactive voice response systems is given.
Limitations of Traditional IVR Technologies
Despite investing millions of dollars in Interactive Voice Response (IVR) systems, many
organizations know that the applications responsible for handling automated customer service do
not fulfill their business requirements. Organizations need their IVR to be as flexible and
dynamic as the rest of their enterprise applications, but proprietary, one-size-fits-all solutions
cannot easily support regular modifications or new corporate initiatives. Additionally, most of
these IVR solutions are not speech enabled and upgrading to speech recognition on a traditional
IVR platform is difficult and costly.
organizations know that the applications responsible for handling automated customer service do
not fulfill their business requirements. Organizations need their IVR to be as flexible and
dynamic as the rest of their enterprise applications, but proprietary, one-size-fits-all solutions
cannot easily support regular modifications or new corporate initiatives. Additionally, most of
these IVR solutions are not speech enabled and upgrading to speech recognition on a traditional
IVR platform is difficult and costly.
Heightened customer expectations for fast, quality service and a consistent experience across
phone and web contact channels are putting pressure on businesses to implement a higher quality
IVR solution. However, due to their proprietary nature, traditional IVR systems do not allow the
choice and flexibility necessary to meet the increasing demands of high expectation customers.
While the limitations of a traditional IVR pose considerable challenges for many organizations,
some smart businesses have found a solution by implementing the flexible and powerful new
standard in IVR technology: VoiceXML.
phone and web contact channels are putting pressure on businesses to implement a higher quality
IVR solution. However, due to their proprietary nature, traditional IVR systems do not allow the
choice and flexibility necessary to meet the increasing demands of high expectation customers.
While the limitations of a traditional IVR pose considerable challenges for many organizations,
some smart businesses have found a solution by implementing the flexible and powerful new
standard in IVR technology: VoiceXML.
VoiceXML: Simplifying IVR Development
VoiceXML is a programming language that was created to simplify the development of IVR
systems and other voice applications. Based on the Worldwide Web Consortium’s (W3C’s)
Extensible Markup Language (XML), VoiceXML was established as a standard in 1999 by the
VoiceXML Forum, an industry organization founded by AT&T, IBM, Lucent and Motorola.
Today, many hundreds of companies support VoiceXML and use it to develop applications.
systems and other voice applications. Based on the Worldwide Web Consortium’s (W3C’s)
Extensible Markup Language (XML), VoiceXML was established as a standard in 1999 by the
VoiceXML Forum, an industry organization founded by AT&T, IBM, Lucent and Motorola.
Today, many hundreds of companies support VoiceXML and use it to develop applications.
By utilizing the same networking infrastructure, HTTP communications, and markup language
programming model, VoiceXML leverages an enterprise’s existing investment in technology as
well as the skills of many of its application developers and administrators. VoiceXML has
features to control audio output, audio input, presentation logic, call flow, telephony connections,
and event handling for errors. It serves as a standard for the development of powerful speech-
driven interactive applications accessible from any phone.
programming model, VoiceXML leverages an enterprise’s existing investment in technology as
well as the skills of many of its application developers and administrators. VoiceXML has
features to control audio output, audio input, presentation logic, call flow, telephony connections,
and event handling for errors. It serves as a standard for the development of powerful speech-
driven interactive applications accessible from any phone.
Key Business Benefits of VoiceXML
A VoiceXML-based IVR provides unparalleled freedom of choice when creating, deploying, and
maintaining automated customer service applications. By capitalizing on the standards-based
nature of VoiceXML, organizations are reaping a number of benefits including:
maintaining automated customer service applications. By capitalizing on the standards-based
nature of VoiceXML, organizations are reaping a number of benefits including: