Why VoiceXML Matters?

The worldwide impact of the web has been predominantly driven by the simplicity of the open HTML standard. The web development archetype brought vendor and network independence to distributed applications and drastically reduced the cost and skills required to quickly deliver powerful solutions. VoiceXML is an open standard that brings this archetype to the IVR market, allowing anything from existing HTTP gateways to enterprise services and data built using technologies like SSL and Web services to be seamlessly extended to the phone. SoftSyl Technologies recognizes the importance of providing an IVR platform that is built using this trusted and most widely accepted standard.

Traditional web services use technologies like PHP, ASP, or JSP to dynamically generate HTML by executing database and application logic on the server. Bringing this model to the IVR market via VoiceXML gives developers an easy, integrated way to extend their services to the phone. VoiceXML applications are literally a new set of pages on a web server that actually document a conversation rather than a visual interface. Companies can leverage VoiceXML and outsourced IVR infrastructure providers like SoftSyl Technologies to make IVR an integrated component of their customer service strategy.

Typical non-standard IVR platforms lock businesses into closed, proprietary APIs that have little or no cross-vendor portability and integration options. This in combination with the high complexity and non-interoperability of telephony systems has been a primary factor that has instigated the slow rate at which major corporations have transitioned to high tech IVR technology. Open industry standards have proven to be the key to widespread enterprise implementation of new technologies, as they are critical to protect investments and preserve flexibility in a multi-vendor environment. In the database, operating system, languages, and mail server markets and in web-related technologies such as HTTP, SSL, and XML, examples of the benefits of open standards are far-reaching.

Since VoiceXML is a thin layer that sits on top of the entire existing web technology stack, it inherits complete and immediate interoperability with all existing infrastructure, software, and other standards that have been built to make enterprise web deployments practical and efficient. Examples include security (SSL, VPNs), application servers (Java Servlets & JSP, Perl, PHP, and Microsoft ASP & .NET), data abstraction (XML, XSL), database connectivity (ODBC, SQL), and streaming media (WAV, MP3).

Open standards also create a healthy and interoperable Independent Software Vendor (ISV) market for development tools, application templates, enterprise software integration, and other complementary technologies and services. Companies that invest in open standards can leverage these opportunities rather than becoming tied to isolated, non-interoperable systems that have no cost-effective methodology to keep pace with necessary upgrades necessary to gain a competitive market advantage. Businesses who wish to compete alongside all global leaders in IVR, telephony, and Internet technologies must clearly embrace VoiceXML as their platform for IVR application development. Thus, with the marriage of open source standards merged in union with a VoiceXML-based platform, a powerhouse is born that can compete with any varying option on the market in terms of cost, reliability, efficiency, customer-satisfaction, scalability, and cross-vendor portability.