IVR Technology Company

This section of our technical library presents information and documentation relating to IVR Development and custom IVR software and products. Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. The PACER and WIZARD IVR System is just one of many DSC call center phone system features..

What Is IVR?. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either inhouse service agents or transfers the caller to an outside extension.

Contact DSC today. to learn more about our IVR services and IVR application development software.

Interactive Voice Response (IVR), which allows customers to use self-service applications. IVR systems are responsible for the voice processing functions of the incoming telephone call. The IVR is a software application that runs a script, which accepts a combination of voice telephone input and touch-tone keypad selection. The IVR’s main function is to collect data from the caller via automated voice prompts, which the caller responds to via the telephone keypad, and provides appropriate responses in the form of voice commands. The caller is also prompted to respond to various options in a manner that caller understand well. IVRs should be programmed to only handle numeric data and responses to menu selections (such as 1 for Yes, 2 for No), which are entered via the telephone keypad. Examples of numeric type of data would be social security number, date of birth, date of last employment, etc..

An IVR application provides prerecorded voice responses for appropriate situations, keypad signal logic, access to relevant data and more potential, the ability to record voice input for later handling. Using Computer Telephony Integration (CTI), IVR applications can hand off a call to a Customer Service Representative (CSR) via the ACD, who can then view combined voice and data related to the caller at a workstation.

IVR automates the delivery or collection of information for simple or sophisticated telephony applications. You define information modules, the way they are linked together, request valid touch-tone responses from the caller, and process information based on that response. The caller can leave a message for later retrieval, transfer to live person(s), get specific information from a database, or log caller’s information to a database. Individual records in the Audio text table controls four basic capabilities, which are performed in this order: play a message; get a touch-tone response; execute a script; and, determine the next module.

Multiple Voice Mailbox can be created for several users with customized greeting for each user. This feature can also used for interactive voice menu like "Press 1 for sales department, Press 2 for support department, etc."

Features

• Extending hours of operation (24 By 7)
• Automating routine tasks thereby freeing agents to concentrate on more complex service requests
• Transfer calls to any requested extension.
• Speeding response times to callers.
• Expanding call capacity faster and at a lower cost.
• Providing multi-lingual support.
• Configurable multi levels menu
• Day / night / noon / holiday mode.
• Call forwarding.
• Direct access to voice mail
• Extension numbering layout up to 9 digits.
• Holiday schedule.
• No answer / busy ID detection.
• Voice mail for unanswered or busy extensions / stations.
• Single / Multiple digits extensions/ stations.
• Up to nine digit extension numbers.
• Caller ID and company information with caller name , address and company Logo.
• Replace greeting with your own custom greeting
• Set the number of rings before answering

Technology Software Based

TAPI and TSP enabled software based IVR/ Auto attendant system. The IVR-software (Interactive Voice Response) is linked to the PBX via telephone lines (analogue, digital ISDN BRI or PRI). The IVR-software answers the call, can present the caller with menus, request input and even handles a lot of standard questions all by itself (like pronouncing your office hours, taking orders, sending faxes…). When the IVR decides that the call has to be transferred to an agent, the ACD-software is contacted to route it to the best available agent.

Tabular User Interface

A table format IVR strategy builder can also be used for IVR Programming.

Speech prompts

Since the speech files are typical for each individual installation, it is necessary that the user has the possibility to rerecord them. The speech files can be rerecorded and/or be listened to in two ways:

• Speech files by using a soundcard.
• Speech files by Remote and on site programming / recording via telephone.

Database Interface

• Microsoft Access
  
  
• Microsoft SQL Server
  
  
• ODBC (Oracle, etc)