IVR Hosted Services
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This white paper addresses some of the fundamental questions associated with evaluating the use an IVR hosted services provider. Whether using just DTMF or the latest in speech enabled IVR applications, the same basic principles and approach apply in evaluating trade-offs between installed Customer Premise Equipment (CPE) or using a hosted service provider.
This paper will cover 4 important questions that almost always influence the decision making process.
Speech Tuning Fundamentals
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This white paper discusses the fundamentals of speech tuning using a generic outline approach. Specifics involving proprietary tools and log analysis are intentionally omitted as this paper is intended to provide an overview that can be used regardless of the chosen IVR platform. However; guidelines on system logging and database management are included in the discussion.
Additionally, system administration, monitoring and best practices are not comprehensively discussed, but some of the principles are briefly detailed in order to establish the fundamentals required to better understand this paper.
Speech Recognition Development Life-cycle
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This white paper covers the fundamentals of a speech enabled application development life-cycle. The discussion will cover the major highlights of a process called “The 4D Approach”. The intent is to provide an overview of the complexities associated with employing a rigorous yet practical development approach in order to complete a professional speech application deployment.
While the concepts presented here may differ from other industry adopted methodologies, they have proven to be an effective approach in accomplishing the task of developing and successfully deploying a state-of-the art speech recognition application.
It is assumed that the reader has a good grasp of Interactive Voice response (“IVR”) and Automated Speech Recognition (“ASR”) concepts and understands the industry vernacular.