IVR
Many modern call centres of today are going towards the IVR (Interactive Voice Response) route. The main reason for this is that these systems help minimise human interaction in handling the calls thus help drive down costs. However, this hurts caller experience as well.

There are many types of IVR systems. The most common ones are the touch-based systems that require the caller to use the telephone keypads for interacting. Other systems include voice-activated systems that make use of speech recognition to know that the speaker is saying.

The voice-activated IVRs tend to be better than touch based systems in terms of caller experience as they allow a more natural way of interaction with the system. However they are largely monolingual. This is mainly because current speech recognition technology works very well on a single language while falls apart on multiple languages due to the complexity involved.

Alivox provides a solution to this problem through its product ALiS as an enabler of multilingualism in speech software. ALiS will do this by accepting the first few words uttered by the caller and determining their language. Once the language is determined it will route the call to the appropriate speech recognition system that recognises in that language. Thus acting as a switch ALiS will play a pivotal role in turning the system multilingual.