Everything you need to know about the IVR industry

Everything you need to know about the IVR industry

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AA -- [IVR]
See Auto Attendant

Acapela Group -- [Company]
Speech application solution provider. Source: Corporate web site Company web site

ACD -- [Call Center]
Automatic Call Distribution. A specialized phone system, or the service it provides, for handling many incoming calls. Typically used by airlines and hotels, it recognizes and answers incoming calls according to instructions in a database, before sending the call to an operator or agent. It also offers management information on the type and volume of calls and efficiency of the agents. Source: www.accsystems.com/glossary.htm

Acoustic Technologies -- [Company]
Semiconductor and software solutions provider for leading telecom manufacturers worldwide. Source: Corporate web site

ACS -- [Call Center]
Automatic Call Sequencer. A simple system that is less sophisticated than an ACD, but provides some ACD-like functionality. Source: http://www.confero.co.uk/glossary.htm

Active Analysis, LLC -- [Company]
Active Analysis provides community based analysis on emerging technologies with a major focus on IVR, Voice Portal and Speech Recognition technologies. The site can be found at http://activeanalysis.net

Aculab -- [Company]
Established in 1978, has focused since 1990 on providing computer telephony components for integration into communications solutions - from call centres and predictive diallers to prepaid services and mobile military communication units. Source: Company profile

Advanced Voice Technologies -- [Company]
Provider of voice activated messaging reminding service and Voice-Commerce through VoiceXML technology.

ALTech -- [Company]
See: Applied Language Technologies.

Andrews, Bill -- [Person]
General Manager and VP of Speech Solutions, Convergys.

Angel.com -- [Company]
A provider of on-demand IVR solutions. Angel.com's clients use Angel.com's patented Voice Site technology to power customer service and marketing phone numbers using speech recognition that can automate most phone-based interactions. http://www.angel.com/

ANI -- [Telecom]
Automatic Number Identification.

Aparicio, Samuel -- [Person]
Vice President of Products and Strategy at Angel.com.

Applied Language Technologies -- [Company]
Applied Language Technologies (ALTech), a speech recognition software company, no longer in existence. The company was founded by Mike Philips in 1994. The company was renamed Speechworks in 1998.

Apptera -- [Company]
Provider of hosted voice solutions. Reference: Corporate web site

ASR -- [ASR]
Short for Automatic Speech Recognition.

ASRNews -- [Newsletter]
ASRNews is a monthly newsletter which tracks the latest developments in the speech recognition and text-to-speech marketplace. ASRNews covers speech applications, new products, R&D, marketing and investments in all segments of this emerging industry. These segments include telecommunications, computer software, PC systems, industrial automation and electronic consumer applications of speech recognition and synthesis. Source: http://www.asrnews.com/

Auto Attendant -- [IVR]
A system that allows callers to be automatically transferred to a user's extension without the intervention of a receptionist. A receptionist, who acts as the telephone operator, can be reached by pressing 0 on most systems. The automated attendant is a feature on most modern PBX and key phone systems. Source: Wikipedia

Automatic Speech Recognition -- [ASR]
The independent, Computer-driven transcription of spoken language into readable text in real time (Stuckless, 1994). Interest in the application of a device of some kind to enable deaf people to read in text form what is being spoken while it is being spoken, is not new. In 1883, the editor of the American Annals of the Deaf reported that while the mechanical device used to automatically transcribe human speech was unsuitable, "it is not unreasonable to hope that some instrument will yet be contrived that will record ordinary human utterance without annoyance or discomfort to the speaker" (Fay, 1883).

Average Delay of Delayed Calls -- [Call Center]
The average delay of calls that are delayed. It is the total Delay for all calls divided by the number of calls that had to wait in queue. See Average Speed of Answer. Source: http://www.confero.co.uk/glossary.htm

Average Handle Time. -- [Call Center]
The sum of Average Talk Time and Average After-Call Work for a specified time period. Source: http://www.confero.co.uk/glossary.htm

Average Holding Time on Trunks -- [Call Center]
The average time inbound transactions occupy the trunks. It is: (Talk Time + Delay Time)/Calls Received. AHT is also an acronym for Average Handling Time, which has a different meaning. Source: http://www.confero.co.uk/glossary.htm

Average Number of Agents -- [Call Center]
The average number of agents logged into a group for a specified time period. Source: http://www.confero.co.uk/glossary.htm

Average Speed of Answer -- [Call Center]
Also called Average Delay. The average delay of all calls. It is total Delay divided by total number of calls. See Average Delay of Delayed Calls.

Average Time to Abandonment -- [Call Center]
The average time that callers wait in queue before abandoning. The calculation considers only the calls that abandon. Source: http://www.confero.co.uk/glossary.htm