Call Recording Featured Article

TiVox Joins "Call Luminary" in "Quest" for Improved Experience

June 25, 2008

By Anshu Shrivastava, Call Recording World Contributor

TuVox, a “caller experience” company, today announced that it’s strengthening its Design Center with key personnel, practice areas and techniques.
 
TuVox officials said that the company has created a new practice area for “Caller Experience Benchmarking & Usability.”
 
The new practice area is expected to perform design review and empirical assessment of touch-tone and speech recognition systems, and will be led by Walter Rolandi, company officials say.
 
“I’m excited to join TuVox because of my desire put additional muscle behind my caller advocacy and quest for improving the caller experience,” Rolandi is actually reported as saying. “I feel that TuVox’s emphasis on the caller provides me with a tangible avenue to improve the way callers interact with automation.”
 
Walt Tetschner, editor of ASR News and GetHuman project leader, said that the combination of TuVox and Rolandi is an excellent one since they both have a strong orientation towards achieving a high-quality consumer experience.
 
“As both a speech interface expert and steadfast caller advocate, Walter has been a trailblazer in the development of some of the most innovative voice applications today, and has helped callers solve problems quickly and enabled companies to realize substantial savings,” said Silke Witt-Ehsani, vice president at TuVox Design Center.
 
Officials say that increased focus will be placed on the design of Spanish and multi-lingual applications.
 
The TuVox Design Center for VUI Design and Speech Science is a cross-functional design team, combining best practices across multiple disciplines to produce voice applications.  
 
Officials said that the disciplines of communication psychology, cognitive science, speech science and linguistics, business rules, human factor engineering, and audio engineering are all brought to bear to create application designs to “increase automation, improve caller satisfaction, and open new areas for automation.”
 
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
 
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