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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 a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

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), and several software and web development positions.