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2011-04-29T00:00:00.000Z

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Wrong Ron Owens?

Mr. Ron Owens

Vice President Professional Services

Intervoice Inc

Direct Phone: (972) ***-****       

Intervoice Inc

17811 Waterview Parkway

Dallas, Texas 75252

United States

Company Description

Intervoice, Inc. is a provider of voice portals, Internet protocol (IP) contact center, mobile messaging and self-service applications. The Company’s customers include financial and healthcare institutions, telecommunications companies, utilities and gove... more

Find other employees at this company (339)

Background Information

Employment History

Software Sales Manager
Haemonetics Corporation

Senior Loan Consultant
imortgage.com Inc

Senior Vice President
Aria Solutions Inc

Product Strategy
First Data Corp.

Banking Center Manager
Bank of America Corporation

System Engineer
EDS Corporation

Affiliations

Board Member
AVIOS

Education

B.S. Degree
Business Administration
Old Dominion University

MBA

Old Dominion University

Web References (130 Total References)


IVR Solutions: IVR And Speech Recognition (Page 4) - Technical Library IVR and Voice Recognition including IVR Outsourcing Services

www.easyivr.com [cached]

"It's a functional test rather than a recognition test," explains Ron Owens, InterVoice-Brite's director of speech products.


EllementK » Emergent

www.ellementk.com [cached]

Transcript of Monday's podcast on IVR applications, a conversation between Infoworld columnist John Udell and Ron Owens, director of software application engineering and professional services for Intervoice (audio here) .

...
Owens - Well, essentially what we do is, you can think of it as self service automation primarily accomplished though voice recognition.
...
Owens - So we've tried to create a few applications that are geared to a horizontal market that are reusable, that allow the interface into client databases but essentially go through a series of questions to identify who the caller claims to be and then authenticates via either knowledge or speaker verification whether they are who they claim to be.
...
Owens - It's actually used at Ameritrade, and we have done press releases with them so we can talk about it.
...
Owens - They actually implemented it when they purchased Datek.
...
Owens - Actually, the voiceprint itself, what gets created is not anything that exists in terms of a wav file that can be reverse engineered.
...
Owens - Well, it depends on how you capture the recording.
...
Owens - Well, if you capture the recording with high quality microphone and it's a digital recording that you play back over the phone, you might be able to spoof the system, but sometimes they're still able to detect fraudulence because some of the systems say 'this is too close to the original, so it must be a fake'.
...
Owens - So to start at a platform level, we have platforms that support VoiceXML 2.0 and SALT standards, the Microsoft speech server. From a development environment…
...
Owens - That doesn't entitle you to ask hard questions, though. (laugh), so can you explain.
...
Owens - It's possible for me to give you my opinion of the whole situation and where it stands.
...
Owens - Not now, not many consumer devices ready to take this input as multimodal.
...
Owens - Basically we sell it as a solution - Microsoft Speech Server and our system work together.
...
Owens - Speech servers do not connect to telephony on their own.
...
Owens - Probably not, we'll have to talk to the marketing people.
...
Owens - Calls come through call center and hit the switch.
...
Owens - Yes, the system does output VoiceXML as text that you can view, after it's been generated.
...
Owens - Technically you need to control telephony card, which our products do. If you didn't have us, you'd need to build that to allow transfers, passing protocols, passing instructions to flow commands to CTI. You'd need to build monitoring system to watch the history of calls and the overall flow. On the services end, we provide expertise to move through [connect] business goals and translate into call flow and create the backend transaction model. We have the business logic and business rules to build voice applications for customers [that work…. Udell really didn't get the value of the company at this point, and Owens was not doing a good job pitching it, as you will see the conversation takes a much different turn in the next exchange].
...
Owens - Usability.
...
Owens - What we're trying to find is an area where… if you think about how Microsoft products work, if you're working in Excel, PowerPoint or Word, you look for consistency of tools - File, Edit, Save, etc.
...
Owens - It's very interesting - all the data I've read shows there is no end to transactions that people want to complete over the phone.
...
Owens - I'm going to take a slightly different view, and I may be biased, but I draw a different demarcation from the one you did.
...
Owens - Exactly.
...
Owens - Common sense that's incredibly uncommon!


Transcript of Monday's podcast on IVR ...

www.ellementk.com [cached]

Transcript of Monday's podcast on IVR applications, a conversation between Infoworld columnist John Udell and Ron Owens, director of software application engineering and professional services for Intervoice (audio here) .

...
Owens - Well, essentially what we do is, you can think of it as self service automation primarily accomplished though voice recognition.
...
Owens - So we've tried to create a few applications that are geared to a horizontal market that are reusable, that allow the interface into client databases but essentially go through a series of questions to identify who the caller claims to be and then authenticates via either knowledge or speaker verification whether they are who they claim to be.
...
Owens - It's actually used at Ameritrade, and we have done press releases with them so we can talk about it.
...
Owens - They actually implemented it when they purchased Datek.
...
Owens - Actually, the voiceprint itself, what gets created is not anything that exists in terms of a wav file that can be reverse engineered.
...
Owens - Well, it depends on how you capture the recording.
...
Owens - Well, if you capture the recording with high quality microphone and it's a digital recording that you play back over the phone, you might be able to spoof the system, but sometimes they're still able to detect fraudulence because some of the systems say 'this is too close to the original, so it must be a fake'.
...
Owens - So to start at a platform level, we have platforms that support VoiceXML 2.0 and SALT standards, the Microsoft speech server. From a development environment…
...
Owens - That doesn't entitle you to ask hard questions, though. (laugh), so can you explain.
...
Owens - It's possible for me to give you my opinion of the whole situation and where it stands.
...
Owens - Not now, not many consumer devices ready to take this input as multimodal.
...
Owens - Basically we sell it as a solution - Microsoft Speech Server and our system work together.
...
Owens - Speech servers do not connect to telephony on their own.
...
Owens - Probably not, we'll have to talk to the marketing people.
...
Owens - Calls come through call center and hit the switch.
...
Owens - Yes, the system does output VoiceXML as text that you can view, after it's been generated.
...
Owens - Technically you need to control telephony card, which our products do. If you didn't have us, you'd need to build that to allow transfers, passing protocols, passing instructions to flow commands to CTI. You'd need to build monitoring system to watch the history of calls and the overall flow. On the services end, we provide expertise to move through [connect] business goals and translate into call flow and create the backend transaction model. We have the business logic and business rules to build voice applications for customers [that work…. Udell really didn't get the value of the company at this point, and Owens was not doing a good job pitching it, as you will see the conversation takes a much different turn in the next exchange].
...
Owens - Usability.
...
Owens - What we're trying to find is an area where… if you think about how Microsoft products work, if you're working in Excel, PowerPoint or Word, you look for consistency of tools - File, Edit, Save, etc.
...
Owens - It's very interesting - all the data I've read shows there is no end to transactions that people want to complete over the phone.
...
Owens - I'm going to take a slightly different view, and I may be biased, but I draw a different demarcation from the one you did.
...
Owens - Exactly.
...
Owens - Common sense that's incredibly uncommon!


The View from AVIOS Archive

www.avios.com [cached]

Ron Owens

...
By Ron Owens, Intervoice, Inc.


AVIOS Board Members

www.avios.org [cached]

Ron Owens - Aria Solutions Account Director Marketing Committee Chair

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