Cisco, IBM plan to deliver new speech-enabled self-service solutions.
IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) and Cisco have announced the two companies' joint plan to deliver speech-enabled self-service solutions to contact centers by combining IBM's WebSphere Voice Server product and Cisco's Customer Voice Portal An interactive voice response (IVR) front end to a data retrieval system. This does not differ in core technology from traditional IVR; rather, the difference is in the application presented. Where old-style IVR was mostly a routing application (press 1 for sales, 2 for service, etc. .
The solutions would combine IBM's integration and application infrastructure software and speech technology with Cisco's IP communications, focusing on self-service speech applications, which together are aimed at enabling easier deployment of customized speech applications that enhance the customer experience. By using IBM WebSphere Application Server This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. middleware, the solutions would allow contact centers to leverage open standards, including Voice XML XML
in full Extensible Markup Language.
Markup language developed to be a simplified and more structural version of SGML. It incorporates features of HTML (e.g., hypertext linking), but is designed to overcome some of HTML's limitations. and J2EE (Java 2 Platform, Enterprise Edition) A platform from Sun for building distributed enterprise applications. J2EE services are performed in the middle tier between the user's machine and the enterprise's databases and legacy information systems. . Combining Cisco's Customer Voice Portal with IBM's WebSphere infrastructure software would also enable enterprises to incorporate speech into a range of functions. These include customer service, sales and marketing, human resources and inventory management.
The IBM/Cisco offerings will be designed to let businesses extend enterprise-class speech self-service to remote locations across both IP and non-IP networks. The combination of Cisco Customer Voice Portal with IBM WebSphere Voice Server for Multiplatforms provides businesses with a single integrated platform upon which to develop a new generation of speech applications.