Discovering a Solution to SME's Communication Problems: VoiceXML Technology

摘要

Efficient, cost effective communication is an essential business function for every enterprise including small or medium enterprises (SMEs). With the development of Information Communication Technology (1CT), an important concern should be how to usethis technology to efficiently address the communication issues of SMEs. Currently there are two major concerns for SMEs. The first is the cost of call centres which make SMEs eager to seek alternative low-cost adaptations of Information Technology withsimilar or better functionality. The second is to successfully interlink telephone/mobile-phones and web services. From recent developments in Information Technology, we find that there are opportunities for utilizing VoiceXML technology in addressing these issues. This paper describes some of the current communication problems for SMEs, clarifies the functions of VoiceXML, and indicates a solution to some of these communication problems through the use of VoiceXML.