Open-source has made it possible for nearly anyone with a bit of development background to create a telecom application or add telecom functionality to a business process. However, open source does not help developers make usable TUIs (telephony user interfaces ). Many of the IT or Web developers that are now attempting to telecom enable their applications would benefit from understanding the rules for good IVR and telecom application interface design that were developed during the late eighties and early nineties.
As it was in the early days of PC based telephony, many new developers risk creating nearly un-navigable DTMF telephony interfaces to their applications. This presentation will discuss the details of designing application interfaces that need to be used in a “listen only” mode. This discussion will include good prompt design, application flow and menu design for both DTMF and ASR implementation.
Jeff is a recognized pioneer in the Voice Processing and Internet Telephony industries. He co-founded Interface Alternative (later renamed iFace.com) in 1992 and implemented some of the first commercial grade IVR systems that included Speech Recognition, Speaker Verification and Text-To-Speech systems for use in the banking, transportation, retail, health care services, and entertainment industries. The software architecture created by iFace.com still serves as the technological centerpiece of Telco operations in many diverse countries as the United States, Korea, Syria and Palestine. After leaving iFace.com, Jeff worked at pulver.com as Community Developer as well as holding positions at Endavo Media and Communications and Pandora Networks in the areas of Marketing and Business Development. Jeff has recently joined Dialogic in the role of Product and Segment Manager for Enterprise Markets.
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