ASCII
American Standard Code for International Interchange.
A code for representing alphanumeric information.
Automated Speech Recognition (ASR)
The process of converting spoken words to instructions for computers
Call Center
The physical room where the computer servers are located and where telephone operators work.
CTI
Computer-telephony integration, or sometimes simply "computer telephony," is the use of computers to manage telephone calls. The term is used in describing the computerized services of call center, such as those that direct your phone call to the right department at a business you're calling. It's also sometimes used to describe the ability to use your personal computer to initiate and manage phone calls (in which case you can think of your computer as your personal call center).
Dialog
A dialog refers to the naturally spoken words, phrases and sentences that make up the conversational "roadmap" of the voice application. A dialog defines what callers can say and what they will hear at any given stage of the interface.
DS0
DS0 is the base for the digital signal X series. DS1, used as the signal in the T-1 carrier, is 24 DS0 (64 Kbps) signals transmitted using pulse-code modulation (PCM) and time-division multiplexing (TDM). DS2 is four DS1 signals multiplexed together to produce a rate of 6.312 Mbps. DS3, the signal in the T-3 carrier, carries a multiple of 28 DS1 signals or 672 DS0s or 44.736 Mbps. Source: Whatis.com
DS3
Digital signal X is a term for the series of standard digital transmission rates or levels based on DS0, a transmission rate of 64 Kbps, the bandwidth normally used for one telephone voice channel. Both the North American T-carrier system system and the European E-carrier systems of transmission operate using the DS series as a base multiple. The digital signal is what is carried inside the carrier system.
DTMF
(Dual-Tone Multi Frequency) is the signal to the phone company that you generate when you press an ordinary telephone's touch keys. In the United States and perhaps elsewhere, it's known as "Touchtone" phone (formerly a registered trademark of AT&T). DTMF has generally replaced loop disconnect ("pulse") dialling.
EDI
Electronic Data Interchange is a standard format for exchanging business data. The standard is ANSI X12 and was developed by the Data Interchange Standards Association. ANSI X12 is either closely coordinated with or is being merged with an international standard.
EDIFACT
An EDI message contains a string of data elements, each of which represents a singular fact, such as a price, product model number, and so forth, separated by delimiters. The entire string is called a data segment.
GPS
Global Positioning System is a "constellation" of 24 well-spaced satellites that orbit the Earth and make it possible for people with ground receivers to pinpoint their geographic location. The location accuracy is anywhere from 100 to 10 meters for most equipment.
Grammar
The set of words accepted by the speech recognition engine, for example, "yes", "okay" and "yeah" are all accepted forms of reply.
HTML
Hypertext Markup Language is the "language of the Web," a set of "markup" symbols or codes inserted in a file intended for display on a World Wide Web browser. The markup tells the Web browser how to display a web page's words and images for the user.
HTTP
HyperText Transfer Protocol is the communications protocol used to transfer web pages across the Internet. Inbound voice query - A spoken query requesting information from a database.
Inbound voice query
A spoken query requesting information from a database.
IVR
Interactive Voice Response is a software application that accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media.
Java
Java is a programming language expressly designed for use in the distributed environment of the Internet. It was designed to have the "look and feel" of the C++ language, but it is simpler to use than C++ and enforces an object-oriented programming model. Java can be used to create complete applications that may run on a single computer or be distributed among servers and clients in a network. It can also be used to build a small application module or applet for use as part of a Web page. Applets make it possible for a Web page user to interact with the page. Source: Whatis.com
Natural language speech
"Natural language" refers to the ability of an ASR system to recognize words spoken in a conversational manner
Outbound notification
A telephone call, wireless message, e-mail message, or fax message that announces an important piece of information (such as the release of an offender or the availability of a flight upgrade)
PDA
Personal digital assistant, also known as a palmtop, or a handheld computer
Prompts
A prompt is the dialog played to a caller either to ask a question or to provide feedback. A prompt can be played from a pre-recorded file, generated from text, or a combination of the two.
PSTN
The PSTN (public switched telephone network) refers to the world's collection of interconnected voice-oriented public telephone networks, both commercial and government-owned. It's also referred to as the Plain Old Telephone Service (POTS). It's the aggregation of circuit-switching telephone networks that has evolved from the days of Alexander Graham Bell ("Doctor Watson, come here!"). Today, it is almost entirely digital in technology except for the final link from the central (local) telephone office to the user. Source: Whatis.com Scalability - The ability of a computer system, application, or product (hardware or software) to continue to function well as it (or its context) is changed in size or volume in order to meet a user need.
Scalability
The ability of a computer system, application, or product (hardware or software) to continue to function well as it (or its context) is changed in size or volume in order to meet a user need.
Scripts
VoiceXML code designers use scripts to quickly and accurately define the dialog, the prompts to be played and what grammars are active (i.e., what the caller may say at any given point in the dialog).
SMS
Short Message Service is a service for sending messages of up to 160 characters to mobile> phones that use Global System for Mobile (GSM) communication. GSM and SMS service is primarily available in Europe. SMS is similar to paging. However, SMS messages do not require the mobile phone to be active and within range and will be held for a number of days until the phone is active and within range. SMS messages are transmitted within the same cell or to anyone with roaming capability. They can also be sent to digital phones from a Web site equipped with PC Link or from one digital phone to another.
Speaker verification
Speaker verification identifies a caller based on their vocal patterns. This feature enables a caller to identify themselves by voice rather than by entering a password for security purposes.
Speech recognition
Speech recognition provides the ability to match a voice pattern against a provided or acquired vocabulary.
T1
The T-carrier system, introduced by the Bell System in the U.S. in the 1960s, was the first successful system that supported digitized voice transmission. The original transmission rate (1.544 MBPS) in the T-1 line is in common use today in Internet service provider (ISP) connections to the Internet. Another level, the T-3 line, providing 44.736 MBPS, is also commonly used by ISPs. Another commonly installed service is a fractional T-1 line, which is the rental of some portion of the 24 channels in a T-1 line, with the other channels going unused.
Text-to-Speech
The process of converting electronic text to spoken words.
Text to Speech (TTS) software converts text into audio output, enabling large quantities of text-based information to be heard over the telephone. TTS technology can be useful whenever a computerized application needs to communicate with a customer or user, and so is especially useful in telephone services.
Voice Over IP
VoIP (voice over Internet Protocol) is a term used in IP telephony for a set of facilities for managing the delivery of voice information using the Internet Protocol (IP). In general, this means sending voice information in digital form in discrete packets over the Internet rather than in the traditional circuit-committed protocols of the public switched telephone network (PSTN). A major advantage of VoIP and Internet telephony is that it avoids the tolls charged by ordinary telephone service. In addition to IP, VoIP uses the real-time protocol (RTP) to help ensure that packets get delivered in a timely way.
Voice Portal
Sometimes referred to as a vortal, is a Web site or other service that a user can reach by telephone to obtain information.
Voice User Interface (VUI)
Analogous to a Graphical User Interface (GUI), a VUI provides an interface for a user to access information and request services. A VUI utilizes speech recognition to interpret what the caller is requesting and respond accordingly. A customized voice user interface enhances a company's brand and provides a competitive advantage and greater ease of use, as customers are able to interact with the information they need simply by speaking naturally.
Voice Verification (Also know as voice authentication)
The process of positively identifying an individual based on a speech sampling called a voice print.
Voice XML
VoiceXML is an application of the Extensible Markup Language (XML) which, when combined with voice recognition technology, enables interactive access to the Web through the telephone or a voice-driven browser. Voice XML is emerging as the standard for speech recognition services and utilizes tags to describe dialogs and call flow.
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