Designing an Interactive Voice Response System Using VoiceXML and CCXML
The final architecture of the IVR is shown in Figure 3:
You need to understand the physical qualities of speech as well as the capabilities of the VUI technologies available today to create an effective IVR system.
About the Authors
Ponkumar is a Senior Software Engineer in the SOA Technology group in Photon Infotech, a next generation, high-end Internet consulting company. He has four years' experience in developing enterprise Java applications using open source Java frameworks and is currently working on a SOA implementation of an automated IVR system using ESB, Web Services, VXML, and CCXML. He can be reached at firstname.lastname@example.org.
Sujata De is a Director of Technology in Photon Infotech, a next generation, high-end Internet consulting company. She holds a Bachelor's degree in engineering from the Indian Institute of Technology, Kharagpur, followed by an M.S. from the Indian Institute of Science, Bangalore. She has worked extensively on web services, SOA, and J2EE technologies. She can be reached at email@example.com.
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