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Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

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

Discovering a Solution to SME’s Communication Problems: VoiceXML Technology
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Author(s): Zhi Yong Xu (Monash University, Australia) and Lindsay Smith (Monash University, Australia)
Copyright: 2005
Pages: 4
Source title: Managing Modern Organizations Through Information Technology
Source Editor(s): Mehdi Khosrow-Pour (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-822-2.ch135

Abstract

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 (ICT), an important concern should be how to use this 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 with similar 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.

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