Over the last few years, the technologies available in customer relation management field have greatly evolved. These technologies enable greater efficiency in interactions management and allow for more initiative and imagination in application development. Here are some of the technologies used by BCE Elix in their contact center solution offering.

Computer Telephony Integration
Encompasses an entire industry, devoted to the closer integration of telephony systems with computer-control devices, as well as an ever-expanding range of applications.

Interactive Voice Response
Provides fast access to data and information while automating routine business and contact center tasks.

Automated Speech Recognition
A technology that allows users of information systems to speak entries rather than punching numbers on a keypad.

Text-to-Speech
A computer-based system that is able to read aloud any text entered in a computer.

VoiceXML
The industry's open, standards-based development language for voice-driven solutions. It is endorsed by the W3C, the same organization that defines other key standards such as HTML.

CCXML
CCXML, or Call Control eXtensible Markup Language, is an XML-based language designed to complement VoiceXML by providing call control (setup, monitoring, and tear down) functionality. CCXML does not require VoiceXML for its implementation, and can be integrated with other, traditional IVR systems.

Voice over IP
VoIP (Voice over Internet Protocol) telephony is the transfer of speech and signalling information in packets via a data network or the Internet using Internet protocols. VoIP can be used for communication between two PCs as well as for communication between a traditional telephone and a PC.

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