"Mainly to 2012 callcenters are going to be more voice automatized and the people will replaced for a "simple" voice servers and so you will reduce operational costs. This is not a new technology but it has been being developed and supported by IBM a couple of years ago."
Please check: http://www-306.ibm.com/software/pervasive/voice_server/
However there is another really important development carrying out by Carnegie Mellon University: Speech Software at CMU. On 2004 I used festival, festvox, sphinx and the SALT browser they were really nice, but with quite a lot to improve, I think that at this time they have a very good work and advances. Other important project is HTK from Cambridge University.
- Ricardo Seguel P.