The contact centre glossary covers many of the most common vocabulary, measurements and technologies related to call centre software and customer experience.
Historically, Computer Telephony applications for cards such as Dialogic were written with a variety of Telephony API’s, components, and scripting languages. These include:
- Dialogic R4 and GlobalCall – two C-based API’s that work only with Dialogic/Intel telephony cards
- TAPI and JTAPI – two Java-based API’s designed to work with a variety of cards. Unfortunately, both are now practically dead
- ECTF S.100 – a complex, comprehensive telephony API for several cards. Limited use and highly expensive.
ActiveX controls – such as Visual Voice
- Proprietary scripting languages – such as VOS.
All of these telephony programming solutions suffer from three common problems: None are widely adopted standards; all are limited to a subset of platforms and operating systems; and all were designed to requirements that pre-date modern web-based solutions.
Over the last five years, the telephony industry has turned to two XML and web based standards for telephony platforms: VoiceXML and CCXML. VoiceXML and CCXML are industry standards from the World Wide Web Consortium (W3C) – the same successful standards body that created HTML, XML, and HTTP.
VoiceXML defines a markup based standard for Interactive Voice Response (IVR), including prompts, recording, touch-tone entry, voice recognition, and text to speech; while CCXML markup provides the foundation for call initiation, control, switching, routing, conferencing, and call center integration. In addition, Aspect has created an additional XML telephony solution in CallXML. CallXML is not as full-featured as CCXML and VoiceXML; however, it is far easier to use.
VoiceXML, CCXML, and CallXML telephony applications run on an increasing variety of IVR, CTI, and Computer Telephony servers, products, and boards. Furthermore, because these standards are based on XML and HTTP, they bring with them the immense power and value of web technologies.