December 23, 2003

By: Tim Baker
Website: http://www.help-desk-software-n-application.com

AIM becomes first CRM vendor to deliver on promise, power of new voice-automation standard

"By supporting VoiceXML, HelpDesk Expert for Customer Service and LIZ have the potential to revolutionize the customer service industry," says Alex Damra, AIM president and founder. "With LIZ integrated into our help desk solutions, our customers' customers do not have to press 'one for this' or 'two for that' when they call for help. Rather, they can make selections and provide information by talking directly to the help desk system, just as they would a human operator."

HelpDesk Expert for Customer Service (HDECS), AIM's software solution targeted to customer-facing help desk environments, was the first enterprise-class CRM solution to make full use of the Web as a customer-access vehicle. By realizing the potential of the Web for granting customers access to help desk resources, AIM's HelpDesk Expert for Customer Service software vastly simplifies the process of offering help.

LIZ combines state-of-the-art computer telephony integration (CTI) hardware with the power of HDECS software into a single package, allowing organizations to offer their 24-hour voice-automation access to their call centers. The latest version of LIZ, 7.0, is the first commercially available solution to support VoiceXML 2.0, which uses speech recognition and touchtone (DTMF keypad) for input and pre-recorded audio and text-to-speech (TTS) synthesis for output.

When integrated with HDECS, LIZ receives incoming phone calls from customers and delivers their support requests directly to the help desk solution's database. LIZ thus lets service technicians hear customers describe their problems in their own words, allowing them to better serve customers on return calls.

Based on the Worldwide Web Consortium's (W3C's) eXtensible Markup Language (XML), VoiceXML greatly simplifies developing speech recognition applications by using the familiar World Wide Web infrastructure, including tools and Web servers. With VoiceXML, any telephone can access VoiceXML applications via a VoiceXML "interpreter," or "browser," running on a telephony server, such as LIZ Systems.

Also see; best help desk software.

About The Author:

Tim Baker is a successful author and regular contributor to http://www.help-desk-software-n-application.com.  Help desk software - Learn everything you need to know about helpdesk from your own computer!