I V R Phone Systems and Hosting Services

IVR Call Center Simulation Models

Call Center Simulation

To assist our clients with estimating the resources required to perform both inbound and outbound campaigns, Database Systems Corp. provides several simulation models. These models accept calling campaign parameters such as anticipated call volume, list size and message lengths and estimates the resources required to process these campaigns.

Our IVR model and ACD simulation program is a resource calculator. The IVR model calculates resource requirements for an inbound phone campaign. It estimates the number of lines required to handle peak load processing of these calls. This model assumes that calls are evenly distributed during the peak period.

To review the different call center simulation models that we provide, simply follow the "Call Center Simulation" link maintained above.

I V R Software Speeds Phone Application Development

Interactive Voice Response System

DSC provides IVR software including our IVR wizard development tool for creating interactive voice response applications. Our IVR Solution lets you increase ivr developer productivity by providing a visual development environment. IVR applications can be defined in minutes using this sophisticated, yet easy to use development tool. DSC also has available a comprehensive IVR software library known as our IVR Wizard Software Development Kit. This optional package is available for programmers and systems adminstrators who wish to manage IVR programs from LINUX, Unix, or Windows operating environments.

Data collected by our ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix, Linux or Web applications through our phone software. The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.

The Benefits of I V R

• Extending hours of operation (24 by 7)
• Automating routine tasks thereby freeing agents to
  concentrate on more complex service requests
• Speeding response times to callers
• Complete 800# and Toll free inbound service
• Expanding call capacity faster and at a lower cost
• Providing multi-lingual support
• Reducing the cost of call center agent turnover

"OPEN" I V R Software

Most IVR systems are built into the phone system or are self contained programs running on a separate system, allowing limited access to outside applications. PACER Interactive Voice Response systems operate in a client/server environment and the script that controls our IVR systems can be developed on the Pacer Phone System, on a system residing on the same network as the Pacer, or even on a system that resides on the Internet. This interactive voice response program can run on the same server that contains your data and application programs. There are several advantages to using this technique. IVR applications now have complete access to all the information available to your existing database programs. The IVR system can perform functions such as dealer lookup, account update, or information access, and simply pass the results back to the PACER interactive voice response system to be played to the caller.

IVR applications can be developed using traditional programming languages such as C, C++, or even COBOL through a rich set of IVR software API’s. We also provide you with our own IVR software scripting language called EZTRAN (which runs on Windows, Unix, or Linux) for the development of IVR applications.

For a complete listing of this software library, visit our IVR Software Development Toolkit web page.

XML Push Automatic Phone Messaging

The WIZARD Message Broadcasting system fully supports XML Push client/server applications. Application servers can now send XML protocol messages to our WIZARD phone system to automatically dial a number and play a recorded message. For hearing impaired phone devices, text is converted to standard TTY / TDD formated messages. For standard phone delivery, text messages can be converted to a voice message using our text to speech application software. Multiple phone numbers can be called and multiple messages delivered (answering machine versus "live" answering), with touchphone response and call transfer capability available for standard phone messages.

Professional Voice Recording

To achieve the maximum results from your I V R and voice broadcasting phone programs, consider using our professional voice recording services. We have contracted with several professional voice talents that you can sample by visiting our IVR Voice Prompts web page. These services can be provided to you at affordable prices and can put a finishing touch on your call campaign. The voice recordings can be produced in minimal time at a professional recording studio.

I V R Software Features

I V R Management Reports

• DNIS Controlled
• Multiple IVR Scripts
• IVR Wizard for Fast IVR Development
• IVR Client/Server Architecture
• IVR Play Message and Prompt
• Interactive Voice Response Phone Key Input
• Play Music On Hold
• Call Outside Line and Transfer IVR Call
• Call Outside Line and Prompt for Input
• Connect Caller to Outside party
• Record IVR Caller Message and Store
• User Navigation and Selection
• IVR Voice Mail
• Route Caller to Selected IVR Agent Groups
• C or C++ IVR library
• IVR Visual Basic interface
• IVR EZTRAN Flow Control
• Database Access and Update
• IVR Text To Speech Software (TTS)
• Mix IVR Messages and Text
• I V R Response Logging and Reports

I V R Product Information