Your browser "" can not display this site correclty.
Please update or switch to another browser.

Technology

VoiceWeb's solutions employ cutting-edge, open-standard technologies, coupled with custom developed software and outstanding infrastructure, while they are rigorously tested to secure an unparalleled user experience. Continuous investment in R&D ensures customers are always provided with superior technologically and commercially viable solutions, while considerable effort is placed in maintaining partnerships with internationally renowned technology providers. Amongst VoiceWeb’s partners are leading companies such as Syntellect/Envox, Nuance, Genesys and Nortel, providing the company with a significant technological edge, while guaranteeing its independence.  


Platforms

VoiceWeb has implemented an advanced Voice Platform with the following attributes that addresses challenges in the design of Speech Applications, the timely delivery of projects, as well as the smooth operation and constant fine-tuning of services:
  • Automated Speech Recognition (ASR) & Open Speech Recognition (OSR) Features
  • Text-To-Speech (TTS) Support
  • Voice Verification/Authentication
  • Open Standards Support (VXML, CCXML, Java, .NET, etc.) 
  • Advanced Logging for effective tuning and reduced application development time
  • Fault Tolerance and Load Balancing
  • Pre-Recorded Entity Announcements
  • Telephony Integration
  • Call Logs & Statistics Features
  • Personalization Features
  • Full Scalability
  • Multiple Communication & Interface Protocols Support (ODBC, Web Services, HTTP, XML, TCP/IP & Sockets, FAX, SMS, WAP, POP3, IMAP, SMTP, FTP, X.25, Message Queues, etc.)

VoiceWeb has also developed a proprietary state-of-the–art SMS/MMS platform that enables the rapid design, testing and deployment of innovative applications. The main goal is to offer mobile phone users with quick and high-response Value Added Services and Mobile Marketing projects. Some of the key features of VoiceWeb’s SMS/MMS platform are listed below:
  • Multiple Short Code Support
  • Multiple Connectivity Interfaces Support (XML, SMPP, UCP, SOAP, CIMD, HTTP and Web Services)
  • Receipt, Analysis and Automatic Response to MO Messages
  • Real-Time Platform Administration
  • MMS Support
  • Multiple Campaign Templates (Games, Polls, Contests, Ringtones, Promotions, and more)
  • Mass Messaging Support (Bulk SMS)
  • Full Web-Based Reporting Capabilities
  • Multiple Mobile OS Compatibility for Content Provisioning (Java Games & Applications, Ringtones, Realtones, Logos, Videos, Images and Wap Portals)


Facilities
 
VoiceWeb constantly upgrades its hardware and telecom infrastructure and is committed to always maintaining its facilities and resources at par with the most demanding industrial requirements. To this effect, it has extensively invested in its hardware, LAN and Internet connectivity both in terms of physical infrastructure and advanced processes. VoiceWeb facilities are designed with the highest standards for performance, scalability and availability and at the moment can handle hundreds of thousands of calls and/or millions of SMS per day.
Particular attention is paid in physical and information security, and in safeguarding the confidential nature of the information provided by our customers. Of paramount importance is the uninterrupted operation of our Data Center with fire proofing, automated climate control, petrol-powered generator for uninterrupted power supply of up to 3 days of independence, and secure access and remote administration for minimal physical presence inside the data center.


Project Management

VoiceWeb is a project-based company. Every project is assessed on of time constraints, cost, expertise needed, requirements and risk, and the appropriate team from within the technical and R&D departments is formed that will effectively address all project challenges. We apply a lightweight version of the Project Management Institute’s Global Standard that consists of:
  • Scope management according to Requirements Analysis, Work Breakdown Structure Document
  • Time management
  • Cost management
  • Procurement management for Managed or Standalone Services alike
  • Risk management
  • Quality management
  • Human resources management


High-End Speech User Interface

The lack of a graphical interface makes the design of the Speech User Interface (SUI) critical to the success of any speech application. Experience shows that the design quality of an IVR application has to exceed a certain high threshold, not only to provide usability and automation equivalent to that of web applications, but to be even slightly useful to the most experienced of users. As design quality deteriorates, usability -and consequently user acceptance- are dramatically reduced to the point that the entire application fails. 


The above graph demonstrates that although users are able to make use even of a badly designed graphical interface (i.e. on a web application), the same is not true for Speech User Interfaces, where usability drops sharply once you fall below a certain design quality threshold. There is thus, a huge difficulty in crafting Speech User Interfaces (SUI), especially when comparing the inherent characteristics of SUI with GUI (Graphical User Interface).

Human attributes matter greatly: Acoustic memory is much shorter than visual. The whole exercise becomes a function of time, minimizing the window of choice offering. And after all, it’s not an artificial interface: conversation is what people have used to communicate for thousands of years. So, they have huge expectations. They immediately (even subconsciously) feel the system is “retarded”, if it doesn’t respond quickly and correctly. Any delay in the system’s response bruises user experience. One incorrect response to (casually arbitrary) user input and callers start feeling out of control and challenged to navigate and orientate.

Adding technological problems to the mix only aggravates the problem. There are potential errors in Automatic Speech Recognition (ASR), and not just to the hearing part. It seems it’s not so “automatic” after all. So, if you couple all those reasons with catastrophic user experiences in the hands of older ‘dinosaur’ DTMF IVRs, it is no wonder that users feel they are forced to a cheap & frustrating bad substitute of what they really want: human agents.

Overall, bad or mediocre SUIs proved to be a huge letdown. There is thus a very “steep cliff of Speech Applications design quality”, which is hard to climb. Optimized functionality and usability are not granted out of the box. And most of all, guaranteeing those is not a luxury, but a necessity. Evangelists like Paul English of gethuman.com (www.gethuman.com) have capitalized on these reactions and have added to the uproar over the ineffectiveness of many deployed speech-enabled self-service solutions. However, organizations need automation to handle ever increasing call volumes and to provide 24-hour access to information and services. The key to success is a great voice user interface (VUI).
 

Usability Testing
 
VUI design and usability testing procedures are amongst VoiceWeb’s strongest competitive advantages. The company has always placed top priority in offering unparalleled user experience, by employing techniques such as expert dialogue scripting, voice casting, voice directing and careful selection of professional actors and studios. Additionally, advanced modules developed by VoiceWeb such as Automatic Selections, Proactive exceptional Case Handling, Context Specific Help, and User Experience-level Dynamic Adjustment have a significant impact in complex Speech-enabled Applications.
 
VoiceWeb has established a Usability Testing Methodology, under the name VoiceWeb Gourmet Usability Testing (VW GUT). This makes VoiceWeb the only company in Greece and possibly amongst the few in the world that are implementing a solid usability testing plan. In brief, VW’s GUT procedure is as follows:
 
  • Design Phase - Wizard of Oz Usability Testing [WUT]
     
Wizard of Oz testing requires a member of the usability testing team to play the voice application’s role, reading voice prompts to at least five different users’ responses. Test scripts and questionnaires are filled and a report is given back to the design team. Leveraging on the experience gained by WUT, the design team improves the Application Flow & Dialogues to attain a smoother experience.
 
  • Pre-Launch Phase - Prototype Usability Testing [PUT]
     
Under PUT, five members of the usability testing team test the prototype voice application in the usability manager’s presence. Testers are required to complete a set of test scripts and then answer a questionnaire, the results of which are given to the development team. Based on the questionnaire’s results, the development team must improve the application by eliminating any usability deficiencies.
 
  • Launch Phase - Live Usability Testing [LUT]
     
During the LUT phase, inexperienced users are asked to test the application and their calls are recorded. Members of the testing team listen to all recordings, but also conduct standardized interviews with a representative set of at least 20 of the users that tested the application. A report, indicating all necessary final adjustments is then submitted to the development team.

 
Access to Statistical Analysis and Report Generation Tools
Enter