Voice technology adoption in modern business information systems

Voice Technologies

The past standards in catering to the clients of an organization are fast being replaced by the pressures from a group of clients, associates and workforce who are more and more impacted by a societies whose mobility is on the rise, and which are looking for products as well as services within a setting wherein the lag period among innovation as well as its maturity is becoming lesser. Maintaining pleasing, and effectively providing services to clients in an effective manner needs novel potential to provide support, interact with and know the clients. (Nuance: Conversations-Europe, Cannes) the match between the task and the technology, environment and guidance provided are found to be the distinguishing elements in adopting voice technology in a fruitful manner. (Goette 237) Across the world, outlays in favor of voice technology are rising at an alarming pace. Because of their better economic situation, increased investments in technology and better evolved client service, Europe as well as the U.S. presently lead in the business of voice technology. (Investment in Voice Technology Increases)

Several businesses such as Microsoft, Google, TellMe, and so on are adding voice technology within their various products, because of their penchant for garnering advertising incomes, looking to merge navigation, telephone as well as the net. At the moment Google as well as TellMe have voice technology in their mobile services. (Trojey 6) the wide-ranging compatibility for the creation of services which are voice-based throughout its technology platform as well as software of applications has been promoted by Oracle Corporation. In keeping with this endeavor, Oracle stated that its product of Oracle9i relating to wireless application server would emerge as the industry's foremost server of application to present a voice support that would facilitate various product makers to make and install these servers for single application in relation to a particular interface, i.e. internet, wireless technology or that of the voice-based technology. Besides, voice technology would emerge as an important constituent of other Oracle products as well as services, inclusive of the OracleMobile Online Studio, Oracle E-Business Suite as also the Oracle JDeveloper. Oracle's overall dedication to make compatible voice-based technology to business information systems would hasten the recognition of voice-based technology within the business world. In order to achieve the same, Oracle is jointly co-operating with other voice-based technology giants such as Vail Systems, Motorola, Intel, Speech Works, Nuance, and so on to present clients end to end voice-based technological applications. (Oracle embraces voice technology on all products) in this paper we shall deal with voice technologies such as Voice over Internet Protocol - VoIP, Artificial Intelligence, Speech Recognition and Text-to-Speech and its use and application in business Information systems.

VoIP

With regard to the various voice technology products, Voice Internet Protocol -- VoIP is fast substituting the ordinary type. The initial implementers who are successful concentrate on realizing business goals. These businesses even take into account the manner in which to propel Voice Internet Protocol potential to the broader firm, utilizing everybody as a source. The installation might be a gradual process; however firms imagine regarding where Voice Internet Protocol could be used in future. Managers question what their activities would become, if they were capable of bringing their entire workforce, clients, distributors and various partnership units on a common platform inside a virtual room, having common accessibility to all the latest communication technology. They have a renewed insight regarding their various processes to locate regions wherein increased personalized interactions could remove the holdups and improve upon the quality. Here the vital point of division is not among the businesses which have installed Voice Internet Protocol and which haven't or among the businesses which accepted Voice Internet Protocol in the initial stages and the late adopters. On the contrary it is among those who view Voice Internet Protocol as simply a novel process to perform the similar previous exercises and those who make application of the same to alter their complete business altogether. (Werbach 142)

The features that render Voice Internet Protocol so dominant is that it converts voice technology into that of the digital-based data packages which is capable of storing, copying, mixing with other forms of data, as well as sending the same to any gadget that is connected with the net. It considers it easy to extend all operational features of a large business telephone call attributes, and security in favor of anybody irrespective of his geographical location where broadband is present. This supports novel types of businesses like call centers, wherein agents who are separated by much wider geographies carry out their duties during all times by working from their place of residence. (Werbach 143) the design of the network with regard to voice technology is crucial and it is known as the Quality of Service and these endeavor to guarantee no disruptions in voice interactions. These further assist in dispatching bigger files through the link of the cable modem and in case a Voice Internet Protocol telephone is made use of, then portions of the file will not get separated while in transit. Therefore, it guarantees that messages are transmitted precisely. (Boney 91)

For the first time, during the year 2005, North American businesses purchased increased novel net-telephone lines compared to conventional lines. Voice Internet Protocol is basically transforming the manner in which businesses make use of voice communications. An important factor responsible for this is the cost factor. (Werbach 143) it is a fact that several organizations has been persuaded to make huge spending to deploy and continue with the available PBX systems that they are getting services from. Conversely, while they convert voice in packages form and transmit it across Voice Internet Protocol, this will entail a huge savings annually. (Fong; Sinclair 2) it has been observed that the application of Voice Internet Protocol could be made as an alternative to the earlier practice of the conventional telephone systems in business and additional services can be provided to that. While this is made use of in place of conventional phone processes, it is normally observed that it comes at a reduced expense for every call being made. (Wallingford 1)

Telecom giant at&T appreciated the advantages that Voice Internet Protocol offers in assisting their workforce to formulate methods for functioning in an efficient manner and lower expenses of functions for the organization. at&T attempted to reduce expenses by means of telework systems and Voice Internet Protocol promoted a great deal in this regard. As per the at&T calculations, the saving of $180 million annually was possible by means of telework. A considerable portion of that is in real estate and on that score there is a saving of $34 million annually. The benefits that are witnessed as a result is that around 30% of at&T executives are presently working round the clock at a virtual office of the company. In case of virtual office employees, Voice Internet Protocol reduces telecom expenses up to 60% of the total costs. For at&T, every call is transmitted via the internet through the network of at&T MPLS and such an activity allows the company to discourage other types of systems to make phone calls for employees who work from their homes. This leads to a monthly savings of U.S.$20 per staff as per the estimation of at&T. The amount per call has also reduced. Soft phones which are accessible for reduced price of U.S.$50 that could be operated via staff laptops are presently capable of functioning as phones with all characteristics. (Making the Case for VoIP)

Other than at&T, there is another firm which is making use of Voice Internet Protocol technology and it is Grant Thornton LLP. Having offices in 50 locations within America, the company constitutes the biggest accounting company in the U.S. catering to the mid-market customers in the private as well as public arena. Because of the huge expansion for a lot of Grant Thorton customers during the period of the 1990s, it was apparent that in the event the company had to persist offering enhanced quality of services to its clients at the time of staying accountable for its profits, it required to fine-tune its interaction processes to cope up with the rising co-operative as well as changing characteristics of the business. This was the factor for the company to modify its communication process. There was a need for the business to be enabled to partner with its customers and concurrently have the capability to render the service from varied places. (Understanding VoIP: Leveraging Technology for a Competitive Edge)

It was at this point that Grant Thornton changed their network processes from ineffective and focuses on high-cost point-to-point circuits to that of a prominent configuration that gives defect-avoidance and takes full advantage of the bandwidth allocated, leading to substantial savings. The present condition is poised to a state that involves a savings of $170,000 annually in rent as well as facilitation expenses by Grant Thornton. Plus the continuing analysis remains that savings on this account will simply go up with the complete modernization of the system. Currently, all the traffic among the different units passes via the novel centers and because of this Grant Thornton was also capable of reducing most of the fixed point-to-point circuits which had linked nearly all of its units. The savings made throughout its 50 units was a phenomenal $300.000 annually for the entire company. Besides, with the complete elimination of the long-distance costs, Grant Thorton was able to make a savings of $30,000 on a monthly basis. (Understanding VoIP: Leveraging Technology for a Competitive Edge)

The importance of Voice Internet Protocol technology is appreciated all over the world throughout huge as well as middle level companies and embracing of Voice Internet Protocol is just an issue of time. A short analysis of the Roadmap as well as Heat index data evolved from the Wave 2 of a Networking research has spawned certain exciting findings regarding the technology preferences of the members from the Fortune 1000 companies as well as middle level businesses. In the research conducted, Session Initiation protocol -SIP promoted Voice Internet Protocol products attained the top spot among the various voice-based technology products. In case of products of Session Initiation protocol on the whole, members of the research pointed out that 27% had Session Initiation protocol at present in usage, whereas almost 34% did not have any execution ideas. 1/3 of the people who participated in the interview had used Voice Internet Protocol soft-phones, however 31% stated they did not have any intentions to execute or analyze them. Hard phones occupied 54% considering in usage position, however 21% did not reckon them within their technology armory. (the Voice Technologies of the Fortune 1000 Compared to the Rest)

While we delve deeper at the various records, it could be understood that an assessment of the technologies which are being taken into account against the technologies that are outside the purview of the plan revealed that all the participants the importance of these products, however none could have the same opinion and the opportune time for its implementation. Initiating with SIP based items; it was observed that 35% of the Fortune 1000 companies did not have any intention to execute whereas 33% of the Mid-sized companies do not support the same. These records are very near. The issue of the technology relating to soft-phone is mostly similar, since 30% of the Fortune 1000 possesses no intentions for the same as against the 31% of the Mid-sized companies. The situation is identical for IP PBXs since 23% of the Fortune 1000 companies and 25% of Mid-sized companies have shut their doors to this technology. (the Voice Technologies of the Fortune 1000 Compared to the Rest)

The situation is somewhat similar in case of Voice Internet Protocol hard-phones at 20% for Fortune 1000 companies and 22% for Mid-sized companies. It boils down to the fact that the maximum disparities among the two categories of businesses in the Voice technologies space lies in the usage rates as well as the distribution of plans for execution. In case of Session Initiation protocol, it was 29% of the Fortune 1000 companies as against 25% for Mid-sized companies with regard to usage rates. Comparing this for soft-phones based on Voice Internet Protocol, IP PBXs as well as Voice Internet Protocol hard-phones produce an identical account. In each instance, Fortune 1000 companies possess the increased usage cost compared to the Mid-sized companies. The explanation is that the total anticipations do not change with regard to the size of the company; just the time of execution modifies to the next, with Mid-sized companies' being a bit behind. (the Voice Technologies of the Fortune 1000 Compared to the Rest)

Speech Recognition technology

Across the world outlays in commercial use of the technology of speech recognition over networks are on the rise. The development will be prompted through enhanced information of awareness of the potential of speech recognition technology and the fast and massive benefits which businesses are poised to profit from their spending. (Investment in Voice Technology Increases) Safeguarding clients from deception could be a source-based responsibility with regard to a company. The best part is that speech recognition and identifying voiceprint could facilitate lowering the load by rapidly authenticating the identity of the person who calls even when adhering with the rules in a cost effective manner. With the passage of time, speech technologies have persisted to shatter the confines of possibilities- facilitating novel as well as ingenious applications through several organizations. This established speech recognition technology will be the moral fiber for enhancing client understanding. Businesses that have put their investments in speech-focused technology will have advantages derived as a result of enhanced organizational capacity. The technology relating to speech recognition facilitates to steer increased organizational capacity by means of enhanced automation which are effective and enhance the automation frequencies and provide better client service through giving exemplary service. (Nuance: Conversations-Europe, Cannes)

The speech recognition technology amazingly enhances the productivity of the communications with those who call, through the application of latest acoustic methods and communications which render it simpler to solve the matters on the very initial call. The technology of speech recognition even enhances the productivity as well as range of the resources of the firm with understanding the burden, managing the resources available, assessment of applications provided and so on that result in the availability of improved services. Besides, it also enhances the competence of installation and it is being maintained in terms of a server management station which is centralized and which eases informing, correcting and other responsibilities which include assessment. The consequence is unmatched intensities of dependence, precision, and simplicity of usage which would change the manner in which caring for clients or companies is taken. (Nuance: Conversations-Europe, Cannes) the speech recognition technology therefore lets enterprises to corner the benefits of the pervasiveness of the telephone, the self-operational benefits of the net and the enhancing inroads that the mobile products are making, therefore facilitating them to enhance client service, produce income from new business and lower expenses. A number of illustrations are there regarding the implementations which have given increased returns on spending and businesses that do not sincerely regard the scope which speech recognition presents before them will stand to lose in the long run. (Investment in Voice Technology Increases)

Text-to-Speech technology

The software technology of Text-to Speech is being made use for business applications. Similar to speech recognition technology, which results in saving time as well as money, text-to-speech technology could improve profits by substituting live agents with that of the speech which is synthesized. Through avoidance of patch operation promptings that diverts attentions from the experience of the caller, contemporary text-to-speech software interact knowledge in an easy manner by shifting in a uniform manner among the preserved words as well as continuously altering knowledge. (Nuance: Conversations-Europe, Cannes) Dakine Wave, a UK-based company makes application of text-to-speech in its VirtualStage product that facilitates the users to promote their independent virtual reality which is a 3-D animated desktop by designing characters which act in real dramas, stage shows and films. The VirtualStage product gives a creative vent for those who use the product and could prove to be an instrument which is beneficial for the firms that could make application of the software. VirtualStage is being used by business training institutions for strengthening the teaching of communication as well as client links. The recent edition of the yearly market analysis of the CyberEdge Knowledge Services reveals that the industry worth with regard to virtual reality has been on the high with over 9%, valued at almost U.S.$43 billion across the world in the year 2003. A research conducted by CyberEdge explained the market of virtual reality as huge and fast developing, with global markets growing at over 50% yearly. (Steves 4)

Conclusion

To conclude, it may be said that it is therefore apparent that several companies' are making use of voice-based technology at present. Companies view voice technology as a facility that has to be tapped. Voice-based technology enables corporate as well as medium and small sized businesses to triumph over the complexities due to lowered traffic incomes and rising client churn.