There’s nothing more annoying than being given the runaround by an interactive voice response system (IVRS). Enter outsourcing firm 24/7, with an IVRS for smartphones and tablets. The IVRS is powered by a speech recognition software that generates lists of options onscreen. The experience is not too different from iPhone’s SIRI, touted as an intelligent voice-recognition interface. “We run the world’s largest self-service system: 2.5 billion interactions annually with customers,” says P.V. Kannan, CEO of 24/7. Last year, the firm backed by Sequoia and Microsoft decided to set up a fresh backend to provide support through smartphones and tablets. In November, it bought San Francisco-based Voxify, one of the largest creators of speech apps. For its clients, 24/7 offers the IVRS as well as the call-centre service, but if the speech recognition model takes off, dependence on call centres could come down. That will truly be the next wave for BPO.
Top Stories
Enterprise
Uno Minda says airbags localised, barring inflator; expects revenue bump
Uno Minda seeks to tap the A and B-segment passenger vehicles segment—where the transition is yet to take place, and where the company has a significant presence.
Philips to sack 6,000 employees; CEO says 'difficult but necessary' decision
This will be the second round of layoffs by the company following its decision to slash 4,000 roles in October last year.
Ambuja Cements, ACC shares zoom amid selloff in other Adani stocks
Ambuja Cements surged as much as 9.7% to hit an intra-day high of ₹426 apiece on the Bombay Stock Exchange.
Cash flow from RIL's E&P business set to overtake Reliance Retail's
RIL is enhancing gas production from KG Basin by 58% with the commissioning of MJ field by March.
Enterprise
Uno Minda says airbags localised, barring inflator; expects revenue bump
Uno Minda seeks to tap the A and B-segment passenger vehicles segment—where the transition is yet to take place, and where the company has a significant presence.
Philips to sack 6,000 employees; CEO says 'difficult but necessary' decision
This will be the second round of layoffs by the company following its decision to slash 4,000 roles in October last year.
Ambuja Cements, ACC shares zoom amid selloff in other Adani stocks
Ambuja Cements surged as much as 9.7% to hit an intra-day high of ₹426 apiece on the Bombay Stock Exchange.
Cash flow from RIL's E&P business set to overtake Reliance Retail's
RIL is enhancing gas production from KG Basin by 58% with the commissioning of MJ field by March.
Leave a Comment
Your email address will not be published. Required field are marked*