Users voice support for speech recognition

Users, software developers and analysts are rallying around speech recognition technology, claiming that it is finally ready for mainstream business use.

Fluency Voice Technology last week launched Fluency Voice Switch (FVS), a VoiceXML-based platform designed for call centre applications.

It allows companies to develop and deploy call handling systems quickly, with little or no reliance on human operators.

The voice switching platform is designed to allow the deployment of voice recognition systems without the need for complex integration or upgrades to existing IT or telephony systems.

"FVS removes a major barrier to the use of voice technology in call centres that was developed as a direct response to our customers' needs," said Paul Barnes, chief executive of Fluency, the Cambridge-based firm born out of solutions group Netdecisions.

It examines and routes incoming calls based on natural English responses from the caller. If needed, the application can pass the call to a human operator.

The use of XML simplifies the integration of, and operation with, existing exchanges, software applications and call centre systems.

Virgin Mobile announced last week that it had signed up 100,000 users for its call handling service, launched in November. The service was developed by Eckohtec using speech engine technology from Philips.

Subscribers can access a range of information services by voice alone. For example, by saying 'football' subscribers are taken to the previous night's results.

"We wanted to offer all customers access to information, and voice is open to all whereas Wap is restricted to a low number," said Virgin Mobile Xtras services manager John Conlon.

Future developments could include access to email, with message replies sent as an MP3 attachment.

Brian Strachman, senior analyst for voice applications with Cahners In-Stat, said that more companies see the technology as reliable and accurate enough for use.

"The growth of call centres and an ever increasing demand for customer relationship management applications is great opportunity for software providers and application developers to capitalise on speech recognition,"he said.

"Tools such as VoiceXML also make it easier to create cutting edge products," he added.