From the Author of The Agile Architecture Revolution

Jason Bloomberg

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Reinventing Interactive Voice Response For The Digital Era

Few technologies are more despised than interactive voice response (IVR).

It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies. Instead of repeatedly pressing zero, we can all now repeat the word ‘representative’ until we finally get a human on the line. Is this progress?

Interactive voice technology has come a long way since the ‘press one for sales’ days.

Interactive voice technology has come a long way since the ‘press one for sales’ days.

It’s no wonder, then, that IBM decided to exit the IVR market a few years ago, selling off its WebSphere Voice products to a holding company that rebranded its new offering Blueworx in early 2016.

Out of the gate, Blueworx faced multiple challenges: not only does IVR top consumers’ most-hated list of technologies, but established incumbents like Avaya, Cisco Systems, Genesys, and Aspect dominate the space.

To make matters worse, Blueworx had no choice but to leverage older software that IBM had optimized for its own hardware, as well as AIX, its aging flavor of UNIX.

Playing ball by the incumbents’ rules was a losing proposition. The only way to compete was to reinvent the IVR game.

Read the entire article at https://www.forbes.com/sites/jasonbloomberg/2017/12/27/reinventing-interactive-voice-response-for-the-digital-era/.

Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, Cisco, IBM, Microsoft, and Skytap are Intellyx customers. None of the other organizations mentioned in this article are Intellyx customers. Image credit: Matthias Mueller.

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More Stories By Jason Bloomberg

Jason Bloomberg is the leading expert on architecting agility for the enterprise. As president of Intellyx, Mr. Bloomberg brings his years of thought leadership in the areas of Cloud Computing, Enterprise Architecture, and Service-Oriented Architecture to a global clientele of business executives, architects, software vendors, and Cloud service providers looking to achieve technology-enabled business agility across their organizations and for their customers. His latest book, The Agile Architecture Revolution (John Wiley & Sons, 2013), sets the stage for Mr. Bloomberg’s groundbreaking Agile Architecture vision.

Mr. Bloomberg is perhaps best known for his twelve years at ZapThink, where he created and delivered the Licensed ZapThink Architect (LZA) SOA course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, the leading SOA advisory and analysis firm, which was acquired by Dovel Technologies in 2011. He now runs the successor to the LZA program, the Bloomberg Agile Architecture Course, around the world.

Mr. Bloomberg is a frequent conference speaker and prolific writer. He has published over 500 articles, spoken at over 300 conferences, Webinars, and other events, and has been quoted in the press over 1,400 times as the leading expert on agile approaches to architecture in the enterprise.

Mr. Bloomberg’s previous book, Service Orient or Be Doomed! How Service Orientation Will Change Your Business (John Wiley & Sons, 2006, coauthored with Ron Schmelzer), is recognized as the leading business book on Service Orientation. He also co-authored the books XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996).

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting).