Department of Technology & Information

Find Out How: VoiceXML Benefits

Helping your customers:
One of the primary functions of state government is to provide information to citizens and taxpayers. However, states and local governments continue to struggle with access issues and ways to bridge the Digital Divide.

Often, the constituent base that is most in need of government services and information is the one that is least likely to have access to the Internet through a desktop computer. VoiceXML can help address these issues by:
  • Making your agency's Internet content and applications available through any traditional or cellular telephone. In some cases, VoiceXML content and applications can even be made available through rotary telephones.
  • Dramatically widening the audience for your web content or applications. Research done by the Telecommunications and Information Administration indicates that telephone penetration into households nationally is at about 94 percent -- simply stated, there are a lot more phones than Internet connected computers.
  • Helping address some basic computer and Internet acclimation issues that keep people from using the web as a way of learning about your agency's services and information. The degree of telephone literacy among citizens far out paces computer literacy - simply stated, phones are a lot easier to use than computers.
  • Helping to address other basic Internet access issues like literacy or physical impairment - more citizens are able to access their government through a voice interface than through a visual one.


Help for your agency's business managers and IT staff:
  • VoiceXML is a markup language that makes building voice applications easier, in the same way that HTML simplifies building visual applications. VoiceXML is open and accessible by agency staff that have familiarity with HTML and web publishing.
  • VoiceXML applications can use the same existing back-end business logic and legacy systems as their visual counterparts, enabling voice solutions to be introduced to help improve service delivery.
  • Current and long-term development and maintenance costs are minimized by leveraging the web design skills and infrastructures already present in an agency.
  • Unlike a proprietary Interactive Voice Response (IVR) system, VoiceXML provides an open application development environment that generates portable applications. This makes VoiceXML a cost-effective alternative for providing voice access services.
  • Most installed IVR systems today accept input from the telephone keypad only; in contrast, VoiceXML is designed predominantly to accept spoken input, but can also accept Dual-Tone Multi frequency (DTMF) input if desired.
  • As a result, VoiceXML helps speed up customer interactions by providing a more natural interface that replaces the traditional hierarchical IVR menu tree with a streamlined dialog using a flattened command structure.
  • VoiceXML directly supports networked and Web-based applications, meaning that a user at one location can access information or an application provided by a server at another geographically or organizationally distant location.
  • VoiceXML supports playback of pre-recorded audio files to facilitate easy access to information updates by citizens and other interested parties.

Last Updated: Friday, 02-Apr-2010 14:39:23 EDT
site map   |   about this site   |    contact us   |    privacy policy   |    translate   |