The downshot of being a reporter new to the industry: when I write a feature, I have to research from the ground-up. That’s fine when I’m writing about a specialized area like translation/localization, or a new area like multimodality.
But when I write about contact centers, which sometimes seem like the locus of speech technology, there are occasionally stones that I don’t always manage to tip over. Pardon the tired metaphor.
I spoke with Voxify yesterday for a news story. The CEO, John Gengarella, is very confident of his technology, and his customer list is impressive.
Basically, Voxify delivers non-static applications such that call flows, for instance, vary as per the needs of individual users.
“So if one guy is writing static VXML apps, he’s got to write ridiculous amounts of code for all the potential traversals of that call flow,” says Gengarella. “If you’re dynamically generating code, you’re literally navigating the application in real time. So I may change something based on the caller experience or some awareness I have of you, and I don’t have to write new code for that. (Voxify) dynamically generates the call flow based on who I’m talking to and data I have on your personal profile.”
I have to admit, this is not something I’m familiar with. I’m chalking it up to my own inexperience. But if any of you out there have opinions or insight into this methodology, I’d welcome your comments.
