What IVR technologies or IVR applications would be hit in the year 2011 ? Here is a list of few IVR applications or IVR technologies that might see high usage as well wide acceptance among people!-
1. IVVR ( Interactive Voice And Video Response)
With introduction of 3G technology in worlds most populous countries, India and China, IVVR should see wide application and deployment. I think, IVVR would be used in VAS ( Value Added Service) industry, customer care, virtual tour in hotel industry.
IVVR would also be used Tele-medicine in India as well as e-governance.
2. IVR in Payment
IVR would be increasingly used in phone banking as well as payment using phones. Recently, RBI ( Reserve Bank of India has introduced OTP ( one time password) valid for just one transaction for 30 minutes to 24 hours. So, the public confidence in payment using IVR might will increase. Many payment gateway providers are now trying to provide payment option using IVR with just a telephone call on the move.
3. Speaker Recognition
With increasing payment using IVR, speaker recognition technology will be used more and more. Most probably, this technology would be further developed. It has potential application in the field of electronic signature which will be used to identify a person digitally through phone.
4. Speech Recognition
With increasing usage of IVR in customer care as well as ‘self-help’ complaint management system, speech recognition usage as well as accuracy may increase in 2011!
5. IVR Hosting
Since many visual as well as online web-based tools are now available for IVR call flow designing, I think, IVR hosting will see increase in 2011. Presently, Click To Call is one service which is a hosted IVR service used by many people. Many people are also opting for hosted IVR solution in order to reduce initial capital investment as well as support.
6. Bulk Voice Call
Bulk Voice Call should see increase as well as competition in terms of per call pricing in 2011, specially in India. Reminder Service using voice call will also be used more and more.
These are the IVR applications which I think will be deployed and used by many people in the year 2011! I would like to hear from you too, so kindly leave a comment with your opinion!