TuVox Turns Up The Voice Of The Caller
TuVox, the caller experience company, recently announced the strengthening of the TuVox Design Center, with the addition of key personnel, practice areas, and techniques, to meet the increased demand requirements from new and existing TuVox customers.
In response to enterprise client needs, TuVox has created a new practice area for "Caller Experience Benchmarking & Usability" that will perform design review and empirical assessment of touch-tone and speech recognition systems, to be led by call center luminary Dr. Walter Rolandi, Ph.D.
"As both a speech interface expert and steadfast caller advocate, Walter has been a trailblazer in the development of some of the most innovative voice applications today, and has helped callers solve problems quickly and enabled companies to realize substantial savings," said Dr. Silke Witt-Ehsani, Ph.D, vice president, TuVox Design Center. "We are extremely pleased to have a champion of callers' rights on our design team."
The new practice area will focus on the analysis of client requirements; dialog, prompt and persona design; call scripting; behavioral usability testing; and voice talent selection and coaching. In addition, increased focus will be placed on the design of Spanish and multi-lingual applications.
"I've worked closely with Walter over the last few years and I have a high regard for his skills and integrity," said Walt Tetschner, editor of ASR News and GetHuman project leader. "The combination of TuVox and Walter Rolandi is an excellent one since they both have a strong orientation towards achieving a high-quality consumer experience."
The TuVox Design Center for VUI Design and Speech Science is an award-winning cross-functional design team, combining best practices across multiple disciplines to produce innovative, brand-enhancing voice applications with guaranteed business results. The disciplines of communication psychology, cognitive science, speech science & linguistics, business rules, human factor engineering, and audio engineering are all brought to bear to actively create application designs to increase automation, improve caller satisfaction, and open new areas for automation.
"I'm excited to join TuVox because of my desire to put additional muscle behind my caller advocacy and quest for improving the caller experience," said Walter Rolandi. "I feel that TuVox's emphasis on the caller provides me with a tangible avenue to improve the way callers interact with automation."
As a key member of the TuVox Design Center, Walter Rolandi brings over 20 years of experience in the fields of knowledge management, artificial intelligence, data mining, and voice user interface design. Prior to TuVox, Dr. Rolandi has been the founder and owner of The Voice User Interface Company, a frequent columnist for Speech Technology Magazine, and an official advisor for gethuman.com. Dr. Rolandi holds Ph.D. and Masters Degrees in Psychology from the University Of South Carolina and a Bachelors Degree from Wofford College.
SOURCE: TuVox