The beauty and power of architecturally open systems is in the way they allow technologies to be combined, resulting in wholes much greater than the sums of their parts.

The ShoreTel Voice Forms IVR Application, a solution built via ShoreTel’s open software interfaces, allows callers to complete audio “forms” simply by speaking their answers one by one when prompted with questions. A resulting wave file contains their responses separated by “beep” delimiters and is delivered to designated ShoreTel voicemail boxes.   

ShoreTel customers such as South Shore Medical Center in Massachusetts designed their prescription refill process around this application. Patients call in their refill orders 24 hours a day and Medical Center administrators subsequently process these orders offline and very efficiently.

Taking technology combining a step further, bring in ShoreTel Innovation Network alliance member Mutare and their voice-to-text software. Mutare’s software can be used to translate voice form messages into text files that, in turn, can be processed to automatically create printed mailings, emails, or other written responses to requests – all without involving a single manual step!

Imagine the advantages of such a solution for a city visitors’ bureau that fields a large volume of phone requests for information every day. Automating responses to routine requests ensures that valuable human resources are applied to tasks not as easily handled by machines.

Since operational efficiency is paramount today’s competitive economy, most businesses cannot afford to *not* use technology to its best advantage and open systems make creative solutions possible.

Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

Maura Higgins

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