Voice-enabled IT transformation: The new voice technologies

Voice technologies can enrich the ways in which people communicate and enable novel modes of collaboration, such as integrated voice- and text-based communication services, social and business networking facilities, and the evolving Internet technologies (collectively known as the Web 2.0 technologies). These new technologies can alleviate many problems in interpersonal communications, including those affecting person-to-person, online meeting, contact center, and business-process scenarios. In this paper, we identify some of the new challenges enterprise employees face and discuss the potential of voice technologies to help with these challenges. We also examine the new business environment, the communication services it demands, and the challenges enterprises face in delivering these services.