Simplified Telephony Solutions Inc. is a private corporation and has brought together people experienced in telecommunications with a progressive, highly trained development staff, to create a team with a solid foundation in providing innovative business solutions.
Simplified Telephony Solutions builds the best IVR solutions on Google We provide everything you need from a sophisticated custom IVR application to a do-it-yourself IVR System with GUI Interface and that's not all we provide. Online IVR training from the comfort of your home or office.
Specific areas of expertise include: IVR, Computer telephony, the Internet, open systems, relational database development, and corporate automation software.
The focus of the corporation is to continue to provide affordable, high-quality, leading edge technology that satisfies the need for effective solutions. Our foundation is built on 100% customer satisfaction, guarantying all clients direct access to company executives for questions or comments. Our customers choose Simplified and continue to grow with us because we are responsive, cost effective and dedicated to their needs. Simplified Telephony Solutions’ development portfolio includes full-featured, flexible IVR voice platforms, cutting edge Internet applications, and comprehensive corporate information automation.
Simplified Telephony Solutions has demonstrated growth, stability and a keen sensitivity to the rapidly evolving world of telecommunications and IVR Systems with the introduction of products that are extremely powerful, full-featured and easy to use. True to our goal of providing cost-effective communication solutions. Applications may be purchased as a complete turnkey package, or be offered as a service utilizing Simplified equipment and expertise. The Simplified technical staff provide consulting services, training and ongoing support through the Simplified Telephony Solutions Support Network.
Simplified’s automation solutions enables enterprises to leverage the power of centralized information incorporating leading edge IVR, Web-based, database and telecommunication technologies to automate and unify all the processes that involve interacting with and managing ongoing relationships with customers, partners and employees.
By simplifying the sophisticated and striving to stay on the edge of technology, Simplified Telephony Solutions has become a leader in providing effective real world IVR solutions that are easy to use and deliver maximum value.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
The focus of Simplified Telephony Solutions
The focus of Simplified Telephony Solutions
Simplified Telephony Solutions’ focus is to provide the best high quality leading edge technology for cost effective IVR solutions.
Our foundation is built on 100% customer satisfaction, guarantying all clients direct access to company executives for questions and comments. Our customers choose Simplified Telephony Solutions and continue to grow with us. We are responsive, cost effective and dedicated to our customers IVR needs.
Simplified Telephony Solutions’ development portfolio includes full-featured, flexible IVR platforms, cutting edge Internet applications, and comprehensive corporate information automation.
Simplified Telephony Solutions’ automation solutions enable enterprises to leverage the power of centralized information incorporating leading edge Web-based, database and telecommunication technologies to automate and unify all the processes that involve interacting with and managing ongoing IVR relationships with customers, partners and employees.
By simplifying the sophisticated and striving to stay on the leading edge of IVR technology, Simplified Telephony Solutions has become a leader in providing effective real world IVR solutions that are easy to use and deliver maximum value.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
If you can think it, we can build it IVR technology.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
36. Typical IVR Interactive Voice Response Uses
Typical IVR Interactive Voice Response Uses
IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience.
Examples of IVR applications are: telephone banking, televoting, and credit card transactions. Large companies use IVR services to extend the business hours of operation. The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realized that access to voice services is impulsive and readily available due to the high penetration of mobile phones.
Call centers use IVR systems to identify and segment callers. The ability to identify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback. The use of CTI(Computer Telephone Integration) will allow the IVR system to look up the Calling Line ID on a network database and identify the caller. The use of DNIS (Dialed number information services) will ensure that the correct application and language is executed by the IVR system.
Voice Activated Dialers.
(VAD) Voice activated IVR systems are now used to replace the switchboard
or PABX (Private Automatic Branch eXchange) operators. These are used in many hospitals and large businesses to reduce the caller waiting time. An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.
Entertainment and information.
The largest installed IVR platforms are used for applications such as voting in
TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. IVR systems have also been widely used to take orders, weather forecasts, crossword answers, and the whole spectrum of adult entertainment.
Anonymous Access.
IVR systems also allow callers to obtain data relatively anonymously. Hospitals and
Clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.
Clinical Trials.
IVR systems are used by large pharmaceutical companies to conduct global clinical trials and manage the large volumes of data generated. The application used by the IVR in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include patient randomization and drug supply management.
If you can think it, we can build it IVR technology.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
37. e-Commerce Depends on IVR
e-Commerce Depends on IVR
For example, upon calling a credit card support number, the customer hears a recorded request, such as "Please enter your account number."
The bane of such IVR systems occur when the caller presses the "0" button. Because when the customer service representative (CSR) speaks with the caller, they start the "cost-meter." Organizations seek every opportunity to enhance the efficiency of their CSR and IVR systems.
The IVR can work more efficiently – and keep customers from pressing the dreaded "0" button – by adoption of ergonomic design, as well. Note that the IVR is the first line of "expense defense." Failure of the IVR to assist the caller starts the clock for the more considerable CSR expense. Can we ensure against such failure?
Low-cost Insurance Premiums If you, a risk-averse manager, had a chance to purchase?. You invest in such insurance when you include "usability testing" in your IVR development cycle.
Alternatives to Early Testing Some IVR consultants make an interesting suggestion, based on the fact that frustrated callers will at some point quit the IVR protocol, call back, and then select the "rotary telephone" option given at the top of the your IVR menu.. By using caller ID your IVR team can see who is dialing back.
Your team would analyze the non-completed calls and find problems based on the sequence of IVR prompts, the tones of the entered options, and even uncomplimentary comments uttered by callers.. Furthermore, system re-work costs far more than design testing.
Types of Testing If the idea of testing has captured your attention, let's discuss the degree of "fidelity" of such testing.. Likewise, questions of low-fidelity testing vs. high-fidelity testing intrigues usability experts, as well. Several IVR researchers at GTE Laboratories, Inc. investigated the pros and cons of high-fidelity prototyping of an IVR system (Virzi, Sokolov, Karis, 1996). Their report provides instructive inspiration for low-fidelity testing and your consequent low-cost insurance program!
We used digitally recorded speech, and allowed caller identification, call screening, and automatic callback.. Ten college-age subjects performed the hi-fi tests, and another 10 did the lo-fi.
We've already given you the punch line: the low-fidelity test performed as well as the high fidelity test.. First, the experimenters identified 21 problems with the IVR interface....
Types of problems the subjects uncovered – the hi-fi group found 19 problems, the lo-fi found 20.
severity of the problems – "eye ball" examination revealed no striking differences in the ability of the lo-fi group to uncover severe problems (both groups uncovered nearly all the problems)
. A prototype or mockup can test...
concatenation of prompts by the caller
demonstrations for marketing purposes
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
38. e-Commerce Depends on IVR
e-Commerce Depends on IVR
e-Commerce means commerce supported by electronic technology. How can we exploit its convenience, low-cost, and user familiarity for effective commercial applications?
Many organizations seek to reduce the burden of costly customer service staff by using telephone automation. For example, upon calling a credit card support number, the customer hears a recorded request, such as "Please enter your account number." The customer enters the digits using the telephone keypad. Last in the list of options, you hear "To speak to a customer representative, please press 0."
The bane of such IVR systems occurs when the caller presses the "0" button. Because when the customer service representative (CSR) speaks with the caller, they start the "cost-meter." Each second carries a significant loaded labor rate. Some of our corporate customers have indicated that every second they save on the average length of a call means a saving of $120,000 a year. Where CSR employees number in the thousands, savings per second have been reported at a million dollars a year! (Yes, we were surprised, too.)
Organizations seek every opportunity to enhance the efficiency of their CSR and IVR systems. The CSR can work more efficiently when managers ensure their computer interface incorporates ergonomic or human factors principles of design (Schaffer, 1998). The IVR can work more efficiently – and keep customers from pressing the dreaded "0" button – by adoption of ergonomic design, as well. Note that the IVR is the first line of "expense defense." Failure of the IVR to assist the caller starts the clock for the more considerable CSR expense. Can we ensure against such failure?
Low-cost Insurance Premiums If you, a risk-averse manager, had a chance to purchase?. You invest in such insurance when you include "usability testing" in your IVR development cycle. Furthermore, the earlier you test, the less costly the insurance. This article will show you what’s involved and even empower your team to try it themselves. But first, let’s examine alternatives you may have already tried.
Alternatives to Early Testing Some IVR consultants make an interesting suggestion, based on the fact that frustrated callers will at some point quit the IVR protocol, call back, and then select the "rotary telephone" option given at the top of the your IVR menu. This option immediately connects the caller with the CSR because, presumably, the telephone lacks push-button tone technology. However, it has now become an expensive "by-pass" operation, neutralizing your IVR investment and accelerating your CSR costs. Obviously, you want to monitor this symptom. By using caller ID your IVR team can see who is dialing back. If they see such repeat calls, then they know your IVR has obstacles. If you have 800 or 900 access, your team can do similar analysis via the ANI.
An additional strategy would be to record data on each call. On the one hand, your team could audio-tape all calls (with warning to the caller that calls are monitored for quality control purposes). Your team would analyze the non-completed calls and find problems based on the sequence of IVR prompts, the tones of the entered options, and even uncomplimentary comments uttered by callers. On the other hand, your team could use software to log the number of times a given caller repeated a menu prompt without making a selection. Log other actions such as the menu item on which callers hang up, the length of pauses (i.e., confusing options), and repetitions from the same caller ID or ANI.
In all the above cases, note that you must have already constructed the IVR system to learn where the problems exist. In truth, this isn't insurance. And until you've made changes, it's pure risk exposure. Furthermore, system re-work costs far more than design testing.
Types of Testing If the idea of testing has captured your attention, let's discuss the degree of "fidelity" of such testing. Audiophiles and television home theatre consumers hotly debate issues of lo-fi and hi-fi equipment. Likewise, questions of low-fidelity testing vs. high-fidelity testing intrigues usability experts, as well. Several IVR researchers at GTE Laboratories, Inc. investigated the pros and cons of high-fidelity prototyping of an IVR system (Virzi, Sokolov, Karis, 1996). Their report provides instructive inspiration for low-fidelity testing and your consequent low-cost insurance program!
Their high-fidelity version of an IVR system included seven databases, over 500 sound files, and took two months to develop. It was an operational IVR system using an Apple Macintosh, but a mockup nonetheless. It used digitally recorded speech, and allowed caller identification, call screening, and automatic callback. The low-fidelity version used the "Wizard of Oz" technique in which one experimenter played the part of the computer, reading aloud what the computer would say. Subjects sat in the same room, and indicated which button they pressed in response to the statements. Ten college-age subjects performed the hi-fi tests, and another 10 did the lo-fi. All subjects received instruction to "think out loud" during the interaction. The sessions were videotaped.
We've already given you the punch line: the low-fidelity test performed as well as the high fidelity test. In fact, the researchers recommended "we would not have spent the time and effort to build a high-fidelity prototype" if their only goal was usability testing. (The project did have other goals.) "In fact this is how we currently design IVR systems in practice." To encourage you in future analyses, here are some of the measures that showed group equivalency. First, the experimenters identified 21 problems with the IVR interface. Comparing the two groups, they found no differences in...types of problems the subjects uncovered – the hi-fi group found 19 problems, the lo-fi found 20.
sensitivity of the tests – the number of subjects locating each problem was about the same for each group
severity of the problems – "eye ball" examination revealed no striking differences in the ability of the lo-fi group to uncover severe problems (both groups uncovered nearly all the problems)
The authors list issues for which a high fidelity prototype can be useful. However, mockups limited to specific questions could serve, as well. A prototype or mockup can test...
intelligibility of the selected voice or speech synthesis
concatenation of prompts by the caller
time to complete menu selections and other performance measures
display characteristics (e.g., font, images, colors)
marketing personnel reactions (they like to see verisimilitude – the real thing!)
Furthermore, investment in a prototype can enhance...
demonstrations for marketing purposes
review of features and functions for documentation and training design purposes
If you can think it, we can build it IVR technology.
Click Here: for a Free IVR
Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
39. The focus of Simplified Telephony Solutions
The focus of Simplified Telephony Solutions
Simplified Telephony Solutions focus is to provide the best high quality leading edge technology for cost effective IVR solutions.
Our foundation is built on 100% customer satisfaction, guarantying all clients
direct access to company executives for questions and comments. Our customers
choose Simplified Telephony Solutions and continue to grow with us. We are
responsive, cost effective and dedicated to their IVR needs.
Simplified Telephony Solutions’ development portfolio includes full-featured,
flexible IVR platforms, cutting edge Internet applications, and comprehensive
corporate information automation.
Simplified Telephony Solutions’ automation solutions enable enterprises
to leverage the power of centralized information incorporating leading edge
Web-based, database and telecommunication technologies to automate
and unify all the processes that involve interacting with and managing
ongoing IVR relationships with customers, partners and employees.
By simplifying the sophisticated and striving to stay on the leading edge
of IVR technology, Simplified Telephony Solutions has become a leader
in providing effective real world IVR solutions that are easy to use and deliver
maximum value.
By simplifying the sophisticated and striving to stay on the edge of technology,
Simplified Telephony Solutions has become a leader in providing effective real
world IVR solutions that are easy to use and deliver maximum value.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
If you can think it, we can build it IVR technology.
Click Here: for a Free IVR
Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
40. Simplified Telephony Solutions builds the best IVR solutions on Google
Simplified Telephony Solutions builds the best IVR solutions on Google
We provide everything you need from a sophisticated custom IVR application to a do-it-yourself IVR
System with GUI Interface and that's not all we provide. Online IVR training from the comfort of your home or office.
Simplified Telephony Solutions Inc. is a closely held private corporation and has brought together
people experienced in telecommunications since 1980 and a progressive, highly trained development
staff, to create a team with a solid foundation in providing innovative business solutions.
Specific areas of expertise include:
IVR, Computer telephony, the Internet, open systems, relational database development,
and corporate automation software.
Simplified Telephony Solutions has demonstrated growth, stability and a keen sensitivity
to the rapidly evolving world of telecommunications and IVR Systems with the introduction
of products that are extremely powerful, full-featured and easy to use. True to our goal of
providing cost-effective communication solutions. Applications may be purchased
as a complete turnkey package, or be offered as a service utilizing Simplified
equipment and expertise. The Simplified technical staff provide consulting services,
training and ongoing support through the Simplified Telephony Solutions Support Network.
The focus of the corporation is to continue to provide affordable, high-quality,
leading edge technology that satisfies the need for effective solutions.
Our foundation is built on 100% customer satisfaction, guarantying all clients
direct access to company executives for questions or comments.
Our customers choose Simplified and continue to grow with us because we are
responsive, cost effective and dedicated to their needs.
Simplified Telephony Solutions’ development portfolio includes full-featured,
flexible IVR voice platforms, cutting edge Internet applications, and comprehensive
corporate information automation.
Simplified’s automation solutions enables enterprises to leverage the power of
centralized information incorporating leading edge IVR, Web-based, database and
telecommunication technologies to automate and unify all the processes that
involve interacting with and managing ongoing relationships with customers,
partners and employees.
By simplifying the sophisticated and striving to stay on the edge of technology,
Simplified Telephony Solutions has become a leader in providing effective real
world IVR solutions that are easy to use and deliver maximum value.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
If you can think it, we can build it. IVR technology.
Click Here: for a Free IVR
Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
41. Voice portals and IVR
Voice portals and IVR
The earliest form of a voice portal was the telephone company Information service, staffed by live agents.
With the advent of competition, the range of information provided by IVR systems and live agents portals has
expanded far beyond telephone numbers to include a wide range of information including traffic, weather,
lists of restaurants, where a movie is playing, lottery results and so on. Some of the premium services
attempt to answer any question. The agent or IVR acts as an intermediary between the caller and the Internet.
Internet-based, automated voice portals IVR first appeared on the scene in 1999. Modern speech recognition
technology from Speechworks and Nuance was combined with Internet technologies such as IVR application
servers, with database technologies of various kinds and with IVR text-to-speech technologies to create a range
of IVR interactive voice response services from movie times to stock trading.
Current Limitations
Voice IVR is the most natural communication medium, but the information that can be provided is limited
compared to visual media.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
If you can think it, we can build it. IVR technology.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
42. IVR - Jump onto the next big wave with Simplified Telephony Solutions
IVR - Jump onto the next big wave with Simplified Telephony Solutions
A Trusted Value Added IVR Systems Channel Partner with Companies from all over the world.
Visit our News, Products, and Services sections to find out how your company and your customers can benefit
from our focus on Small & Medium business IVR communication solutions.
Simplified Telephony Solutions has a comprehensive system of powerful, enterprise-class solutions, including
IVR Interactive Voice Response, IP telephony, unified communications and call center. Simplified Telephony
Solutions can increase your organization's competitive advantage and deliver measurable return on investment
(ROI) by improving efficiency, boosting productivity, and enhancing customer loyalty. Simplified Telephony
Solutions' IVR systems are an integral component of our Communications system
and provides an open and feature-rich foundation for the creation and delivery of IVR applications.
Simplified Telephony Solutions IVR systems are designed to enhance the efficiency of any organization by
simplifying business integration, increasing flexibility, and boosting efficiency.
You will reduce business costs and dramatically improve customer satisfaction. Simplified Telephony
Solutions IVR solutions offers ease of installation, configuration and application hosting because it is constructed
specifically to exploit the power of IP-based communications.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
If you can think it, we can build it. IVR technology.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
43. IVR Interactive Voice Response
IVR Interactive Voice Response
Simplified Telephony is an IVR solutions provider. With our Contarra software we will build an effective system solution for your business. Callers navigate menus and prompts by using their telephone keypad and by voice commands. Menu commands record and replay messages, transfer calls and perform a number of other functions.
Typical Applications
Telephone information lines, hotline or audio text type systems.
Phone automated attendant (using menu(s) to transfer and direct calls).
Computer Telephony Integration CTI software applications.
Voice Over Internet Protocol VOIP
IVR software applications).
Interactive automated telephone order taking.
Automated IVR inbound or outbound telephone surveys (using the number entry features linked to a database).
Voicemail (from a single answering message to hundreds of voice mailboxes).
Credit card telephone account payment.
Dial in computer control or information. Dial in to test security alarm or to restart server.
Automatic outbound call message systems telemarketing and notification systems
Fax on demand systems.
Many more telephone related applications.
You can set up your own IVR system. Just download the software and install on any Windows or Linux PC.
Telephone lines as well as VOIP services can be used to receive calls directly providing maximum flexibility.
Simplified Telephony Solutions builds and installs the best IVR systems on Google.
If you can think it, we can build it. IVR technology.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
44. Voice portals and IVR Interactive Voice Response
Voice portals and IVR Interactive Voice Response
The earliest form of voice portal is the telephone company Information service, staffed by live agents. With the advent of competition, the range of information provided by IVR and live agents portals has expanded far beyond telephone numbers to include a wide range of information including traffic, weather, lists of restaurants, where a movie is playing, lottery results and so on. Some of the premium services attempt to answer any question. The agent or IVR acts as an intermediary between the caller and the Internet.
Internet-based, automated voice portals IVR first appeared on the scene in 1999.
Modern speech recognition technology from Speechworks and Nuance was combined with Internet technologies such as IVR application servers, with database technologies of various kinds and with IVR text-to-speech technologies to create a range of IVR services from movie times to stock trading.
Current Limitations
Voice IVR is the most natural communication medium, but the information that can be provided is limited compared to visual media.
Simplified Telephony Solutions builds the best IVR Systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response Systems.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
45. Simplified’s managed IVR Interactive Voice Response products and services fit the needs of small and medium-sized businesses.
Simplified’s managed IVR Interactive Voice Response products and services fit the needs of small and medium-sized businesses.
Small and medium-sized businesses require IVR systems that are reliable and robust yet economical, easy to manage, rapidly deployable, and scaleable. Simplified delivers affordable IVR products and services, from applications to infrastructure and everything in between, for your growing business needs.
Comprehensive services for outsourced IVR
Support and assistance is crucial for small and medium-sized businesses when they acquire and manage their IT systems. Whether you use our IVR hosting service or purchase an on-site system, Simplified support staff will monitor and manage your IVR round-the-clock, so you benefit from the dedicated expertise of our IVR, IT and telephony experts.
Pre-deployment: Custom or Pre-Built IVR Applications.
To launch your IVR quickly, we offer Simplified pre configured and built IVR Applications that are simple to implement and quick to deploy.
For a more tailored application, we offer complete custom IVR application development through Simplified Professional Services.
Deployment: Hosted or On-Premise
To run your IVR application on our managed telephony infrastructure in our secure class-A datacenters, we offer Simplified’s Hosted IVR Services for small and medium-sized businesses.
For those who want to invest in their own IVR and telecom infrastructure, we offer Turnkey On-Site Systems.
Companies turn to Simplified for reliable onsite IVR systems and State-of-the-art technology: The Simplified Contarra platform software is recognized for its high performance, exceptional call quality and versatility.
Carrier-grade servers that maximize efficiency and minimize downtime.
Versatile telephony boards that connect with carriers or private PBX switches anywhere in the world.
User-friendly management tools that simplify platform configuration, report generation, and application development.
IVR Software scalability that ranges from 4 ports to thousands of ports.
Simplified Telephony Solutions builds the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response Systems.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
46. Typical IVR Interactive Voice Response uses
Typical IVR Interactive Voice Response uses
Typical IVR Interactive Voice Response systems are typically used to service high call volumes, reduce cost and improve the customer experience.
Examples of typical IVR Interactive Voice Response applications are: telephone banking, televoting, and credit card transactions.
Large companies use IVR Interactive Voice Response services to extend the business hours of operation.
The use of the IVR Interactive Voice Response VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realized that access to voice services is impulsive and readily available. This is due to the high penetration of mobile phones.
Call centers use IVR Interactive Voice Response systems to identify and segment callers. The ability to identify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose
an automated service, or request a callback. (At a suitable time and telephone number)
The use of CTI(Computer Telephone Integration) allows the IVR Interactive Voice Response system to look up the CLI (Calling Line ID) on a network database and identify the caller. This is currently accurate for about 80% of inbound calls but will increase as mobile phones become more popular. In the cases where CLI is withheld or unavailable
the caller can be asked to identify themselves by other methods such as a PIN or password. The use of DNIS Dialed number information services will ensure that the correct application and language is executed by the IVR Interactive Voice Response system.
Voice Activated Diallers.
Voice activated IVR Interactive Voice Response systems are now used to replace the switchboard or PABX operators. These are used in many hospitals and large businesses
to reduce caller waiting time. An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.
Entertainment and information.
The largest installed IVR Interactive Voice Response platforms are used for applications such as voting in TV game shows like American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. IVR Interactive Voice Response systems have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts, crossword answers, and the whole spectrum of adult entertainment.
Anonymous Access.
IVR Interactive Voice Response systems allow callers to obtain data relatively anonymously. Hospitals and Clinics have used IVR Interactive Voice Response systems to permit patients to receive anonymous access to test results. This is information
that could easily be handled by a person but the IVR Interactive Voice Response system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.
Clinical Trials.
IVR Interactive Voice Response systems are used by large pharmaceutical companies to conduct global clinical trials and manage the large volumes of data generated. The application used by the IVR Interactive Voice Response in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include
patient randomization and drug supply management.
Simplified Telephony Solutions builds the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response Systems.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
47. Is it time to Get your Free IVR Interactive Voice Response Analysis and Quote
If you have an IVR Interactive Voice Response project on the horizon it's time to Get your Free IVR Interactive Voice Response Analysis and Quote
With our Contarra engine we will build a Powerful IVR Interactive Voice Response System for you.
We deliver the best, most powerful, affordable, and easy to use IVR solutions.
Configurable IVR Interactive Voice is everything you might expect in a first-class, state-of-the art,
IVR Interactive Voice Response System in today's fast-paced world. Extremely flexible,
in both size and technical capabilities.
Configurable IVR Interactive Voice has been developed specifically to grow with your organizations
ever changing needs. No IVR Interactive Voice system is easier to install, support, learn and use.
The entire focus of Sim-phony is to provide the people who use our IVR Interactive Voice system with
power and versatility at the touch of a key. The Windows drag and drop interface
makes changes effortless and quick without having to shut down the IVR Interactive Voice system while
its powerful application development foundation makes sure you won't get left behind.
Simplified Telephony Solutions builds the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response Systems.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
48. IVR INTERACTIVE VOICE RESPONSE
IVR INTERACTIVE VOICE RESPONSE
Simplified Telephony is an IVR Interactive Voice Response solutions provider. With our software we can create an effective system solution for your business. Callers navigate menus and prompts by pressing numbers on their telephone or by voice commands. Menu commands can record and replay messages, transfer calls and perform a number of other functions.
Typical Applications
Telephone information lines, hotline or audio text type systems.
Phone automated attendant (using menu(s) to transfer and direct calls).
Computer Telephony Integration CTI software applications.
Voice Over Internet Protocol VOIP
IVR Interactive Voice Response software applications).
Interactive automated telephone order taking.
Automated IVR Interactive Voice Response inbound or outbound telephone surveys (using the number entry features linked to a database).
Voicemail (from a single answering message to hundreds of voice mailboxes).
Credit card telephone account payment.
Dial in computer control or information. Dial in to test security alarm or to restart server.
Automatic outbound call message systems telemarketing and notification systems
Fax on demand systems.
Many more telephone related applications.
You can set up your own IVR Interactive Voice Response system. Just download the software and install on any Windows or Linux PC. Telephone lines as well as VOIP services can be used to receive calls directly providing maximum flexibility.
Simplified Telephony Solutions builds and installs the best IVR INTERACTIVE VOICE RESPONSE INTERACTIVE VOICE RESPONSE Interactive Voice Response systems
on Google.
If you can think it, we can build it. IVR INTERACTIVE VOICE RESPONSE INTERACTIVE VOICE RESPONSE Interactive Voice Response technology.
Click Here: for a Free IVR INTERACTIVE VOICE RESPONSE INTERACTIVE VOICE RESPONSE Analysis and
Quote Today
regards
Ken Wright
IVR INTERACTIVE VOICE RESPONSE INTERACTIVE VOICE RESPONSE Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
49. Get your Free IVR Interactive Voice Response Analysis and Quote Today
Get your Free IVR Interactive Voice Response Analysis and Quote Today
Powerful IVR Interactive Voice Response Technology
We deliver the best, most powerful, affordable, and easy to use IVR Interactive Voice
Response solutions.
Configurable IVR is everything you might expect in a first-class, state-of-the art,
IVR Interactive Voice Response System in today's fast-paced world. Extremely flexible,
in both size and technical capabilities.
Configurable IVR Interactive Voice Response has been developed specifically to grow with
your organizations ever changing needs. No IVR Interactive Voice Response system is easier
to install, support and learn to use use.
The entire focus of Sim-phony is to provide the people who use the IVR Interactive Voice
Response system with power and versatility at the touch of a key. The Windows drag and drop interface
makes changes quick and easy without having to shut down the IVR Interactive Voice
Response system, while its powerful application development foundation makes sure you won't get left behind.
Click Here: for a Free
IVR Interactive Voice Response Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
http://www.sim-phony.com
Click Here: for a Free IVR Analysis and Quote Today
50. e-Commerce Depends on IVR Interactive Voice Response
e-Commerce Depends on IVR Interactive Voice Response
e-Commerce means commerce supported by electronic technology. This includes the ubiquitous telephone.
How can we exploit its convenience, low-cost, and user familiarity for effective commercial applications?
Many organizations seek to reduce costly customer service staff by using telephone automation.
For example, upon calling a credit card support number, the customer hears a recorded request
,
such as "Please enter your account number." The customer enters the digits using the telephone keypad.
The recorded voice then offers options like, "To learn your current balance, press 1. To hear the last
10 transactions, press 2." and so forth. Last in the list of options, you hear "To speak to a customer
representative, please press 0."
The bane of such IVR Interactive Voice Response (Interactive Voice Response) systems occurs when the
caller presses the "0" button. Because when the customer service representative (CSR) speaks with the
caller, they start the "cost-meter." Each second carries a significant loaded labor rate. Some of our
corporate customers have indicated that every second they save on the average length of a call means
a saving of $120,000 a year. Where CSR employees number in the thousands, savings per second have been
reported at a million dollars a year! (Yes, we were surprised, too.)
Given these incentives, organizations seek every opportunity to enhance the efficiency of their CSR
and IVR Interactive Voice Response systems. The CSR can work more efficiently when managers ensure
their computer interface incorporates ergonomic or human factors principles of design (Schaffer, 1998).
The IVR Interactive Voice Response can work more efficiently – and keep customers from pressing the
dreaded "0" button – by adoption of ergonomic design, as well. Note that the IVR Interactive Voice
Response is the first line of "expense defense." Failure of the IVR Interactive Voice Response to
assist the caller starts the clock for the more considerable CSR expense. Can we ensure against
such failure?
Low-cost Insurance Premiums If you, a risk-averse manager, had a chance to purchase insurance
that guaranteed the efficacy of your IVR Interactive Voice Response, what would you pay? Would
you spend a "person-week" on it? Or even two or three such weeks for a large and sophisticated
system? Peanuts, you might reply, when thinking of the person years you have already committed.
You invest in such insurance when you include "usability testing" in your IVR Interactive Voice
Response development cycle. Furthermore, the earlier you test, the less costly the insurance.
This article will show you what’s involved and even empower your team to try it themselves.
But first, let’s examine alternatives you may have already tried.
Alternatives to Early Testing Some IVR Interactive Voice Response consultants make an interesting
suggestion, based on the fact that frustrated callers will at some point quit the IVR Interactive
Voice Response protocol, call back, and then select the "rotary telephone" option given at the top
of the your IVR Interactive Voice Response menu. This option immediately connects the caller with
the CSR because, presumably, the telephone lacks push-button tone technology. However, it has now
become an expensive "by-pass" operation, neutralizing your IVR Interactive Voice Response investment
and accelerating your CSR costs. Obviously, you want to monitor this symptom. By using caller ID
your IVR Interactive Voice Response team can see who is dialing back. If they see such repeat calls,
then they know your IVR Interactive Voice Response has obstacles. If you have 800 or 900 access,
your team can do similar analysis via the ANI.
An additional strategy would be to record data on each call. On the one hand, your team could
audio-tape all calls (with warning to the caller that calls are monitored for quality control
purposes). Your team would analyze the non-completed calls and find problems based on the sequence
of IVR Interactive Voice Response prompts, the tones of the entered options, and even uncomplimentary
comments uttered by callers. On the other hand, your team could use software to log the number of
times a given caller repeated a menu prompt without making a selection. Log other actions such as
the menu item on which callers hang up, the length of pauses (i.e., confusing options), and
repetitions from the same caller ID or ANI.
In all the above cases, note that you must have already constructed the IVR Interactive Voice
Response system to learn where the problems exist. In truth, this isn't insurance. And until
you've made changes, it's pure risk exposure. Furthermore, system re-work costs far more than
design testing.
Types of Testing If the idea of testing has captured your attention, let's discuss the degree
of "fidelity" of such testing. Audiophiles and television home theatre consumers hotly debate
issues of lo-fi and hi-fi equipment. Likewise, questions of low-fidelity testing vs. high-fidelity
testing intrigues usability experts, as well. Several IVR Interactive Voice Response researchers
at GTE Laboratories, Inc. investigated the pros and cons of high-fidelity prototyping of an IVR
Interactive Voice Response system (Virzi, Sokolov, Karis, 1996). Their report provides instructive
inspiration for low-fidelity testing and your consequent low-cost insurance program!
Their high-fidelity version of an IVR Interactive Voice Response system included seven databases,
over 500 sound files, and took two months to develop. It was an operational IVR Interactive Voice
Response system using an Apple Macintosh, but a mockup nonetheless. It used digitally recorded
speech, and allowed caller identification, call screening, and automatic callback. The low-fidelity
version used the "Wizard of Oz" technique in which one experimenter played the part of the computer,
reading aloud what the computer would say. Subjects sat in the same room, and indicated which button
they pressed in response to the statements. Ten college-age subjects performed the hi-fi tests, and
another 10 did the lo-fi. All subjects received instruction to "think out loud" during the interaction.
The sessions were videotaped.
We've already given you the punch line: the low-fidelity test performed as well as the high fidelity
test. In fact, the researchers recommended "we would not have spent the time and effort to build a
high-fidelity prototype" if their only goal was usability testing. (The project did have other goals).
"In fact this is how we currently design IVR Interactive Voice Response systems in practice." To
encourage you in future analyses, here are some of the measures that showed group equivalency. First,
the experimenters identified 21 problems with the IVR Interactive Voice Response interface. Comparing
the two groups, they found no differences in...
types of problems the subjects uncovered – the hi-fi group found 19 problems, the lo-fi found 20.
sensitivity of the tests – the number of subjects locating each problem was about the same for each
group
severity of the problems – "eye ball" examination revealed no striking differences in the ability
of the lo-fi group to uncover severe problems (both groups uncovered nearly all the problems)
The authors list issues for which a high fidelity prototype can be useful. However, mockups limited
to specific questions could serve, as well. A prototype or mockup can test...
intelligibility of the selected voice or speech synthesis
concatenation of prompts by the caller time to complete menu selections and other performance
measures display characteristics (e.g., font, images, colors)
marketing personnel reactions (they like to see verisimilitude – the real thing!)
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems
on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
51. IVR Interactive Voice Response Hosting Facilities Overview
IVR Interactive Voice Response Hosting Facilities Overview
As a part of the 151 Front Street community we have built our IVR Interactive Voice Response
data centre in one of the most security conscious buildings in Canada. Our data and telecom
networks have been specifically designed to provide flawless operation, in these high-security
facilities, with the scalability, safety and flexibility our client’s insist on for their
IVR Interactive Voice Response business critical strategy.
Structural and Infrastructure Details.
151 Front Street is widely recognized as the predominant telecommunications and data
carrier facility in Canada, offering one the most secure environments for business critical
communications.
Security Features
» 24x7 manned security.
» CCTV cameras installed to monitor perimeter & common areas of the building.
» Card readers in elevator cabs in operation 24 hours.
» Building Telecommunication risers & MMR facilities electronically monitored 24 hours.
» Optical entrance turnstiles enable controlled access.
151 Front Street Hosting Facilities Overview
Network Connectivity
151 Front is at the heart of every major provider’s network. Home in some way to
all facilities-based telecommunications carriers in Canada, 151 Front boasts
unparalleled network connectivity.
Primary Hub Site of Canada's facilities-based telecommunications carriers.
Over 25 fiber-optic cable entrances into 151 Front ensure network diversity and business
continuity. This infrastructure and the “Meet-me Room” facilities provides us with connectivity
to all of Canada’s major telecom providers, allowing us to offer unparalleled redundancy and
flexibility in our IVR Interactive Voice Response services to our customers.
151 Front's meet-me room provides a centralized fiber aggregation point for
151 Front Street Hosting Facilities Overview
tenants of 151 Front Street to interconnect their fiber optic networks to each other.
More than 5,000 strands of fiber connect the external and internal networks
of over 150 companies.
7x24 building-managed security allows tenants to access their equipment
with the speed and efficiency that customers require of critical network services.
Features:
» FM 200 fire-suppression
» Perimeter water detection system
» 4 CCTV Security Cameras
» Honeywell entry / exit access control
» Diverse riser access
Within our own facilities in co-location at 151 Front Street, we offer an N+1 redundancy
infrastructure, continually monitored by our internally designed I-Net Manager system.
151 Front Street Hosting Facilities Overview
Redundancy
Using multiple carriers to supply T1 service affords us a fully redundant in and out bound
transport for our client’s telecom traffic, with variable pricing to ensure the best price
performance ratio.
With a Harris ™ Telco Grade switch handling in and out bound services switching to an
identically programmed IVR Interactive Voice Response cluster bank ensure our clients
applications are operational.
Should one carrier circuit or IVR Interactive Voice Response server become inoperative
the switch routes traffic to a fail over circuit or IVR Interactive Voice Response to give
the maximum operational up time.
Data Network Security
All of our managed servers are behind a NetScreen™ 100/VPN Appliance. Any client
requirements for direct access to the servers is provided through secure VPN access
either site–to-site or client based.
The Data cluster and IVR Interactive Voice Response servers are maintained and secured
behind the Firewall, with no ports opened to the external Internet to ensure another level
of security.
Databases and Data Backup
All databases are stored in a fully redundant RAID compliant cluster. All data is backed up
daily to ensure against loss of critical information. This system allows us to ensure that
business critical data is available for the IVR Interactive Voice Response switches, the Web
server cluster, and the Web based reporting system.
Reports
Clients can conveniently access system and customized reports through any Internet
enabled PC via a secured client web site using SSL (requires certificate).
Our clients are able to have reports batched and sent, or have access to their specific
business reports at their convenience.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response
systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
52. Custom IVR Interactive Voice Response Systems
Custom IVR Interactive Voice Response Systems
In business, every call is a first impression. By quickly fulfilling your callers’ needs and gathering vital
information, Simplified Telephony's IVR Interactive Voice Response system makes every call count. Our
IVR Interactive Voice Response System generates profit for your company by making every call a lasting,
positive reflection of your business.
Whether you need to take surveys, gather customer data, set up accounts - or if you simply must collect any kind of
information from a large group of people - Simplified's IVR Interactive Voice Response System fulfills all of your
needs. Simplified's IVR Interactive Voice Response system is ideal for banks, credit card companies, and any
organizations that wish to automate and improve customer service.
Simplified can design, build and deliver a Custom IVR Interactive Voice Response System that provides the caller
with self-service functions such as account balance inquiries, office locations, and other FAQ. We help satisfy up
to 50% of callers' needs without having to connect callers to a live person.
Other features of our custom IVR Interactive Voice Response System include:
Voice Recognition, Voice Verification and Text-To-Speech Functions - Simplified's technology recognizes callers
voices and allows the option of voice response or key presses for rapid data collection.
Database Access - Callers can get real-time information when Simplified's IVR Interactive Voice Response System
connects to your database.
Multiple Language Options - Attract a wide range of customers: set prompts and questions in your language of choice.
Detailed Reporting - Customized reports are available to show number of calls received, length of calls, options
chosen and much more. All reports are available through a Web interface.
Fax on Demand - Fax stored documents. You don't need a fax machine - handle all fax interactions through your
Simplified IVR Interactive Voice Response System.
Telephony-based Locator Services - Customers can find the nearest office to a zip code.
Voice Broadcasting - Send outbound voice broadcasts for emergencies, appointment reminders, and updates.
Make Simplified's superior customer service part of your IVR Interactive Voice Response System.
Simplified's Call Center is fully integrated with our IVR Interactive Voice Response System and can be added
on as an option.
Hosted IVR Interactive Voice Response Solutions - Save time, money, and avoid hassle.
Fast implementation
Flexible architecture evolves with changing requirements
No drain on internal resources and infrastructure
No term commitments
No large up front capital investment
Eliminates stranded investments in hardware/software
Flexible pay-per-use fee structure
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
53. IVR Interactive Voice Response Solutions
IVR Interactive Voice Response Solutions
We pride ourselves in consistently meeting or exceeding the objectives of our clients.
If you are looking for an IVR Interactive Voice Response solution to help increase your efficiency, our fully integrated
and customized IVR Interactive Voice Response solutions will help. For an IVR Interactive Voice Response solution that
is unmatched, Click Here: contact Simplified Telephony Solutions.
A Cost Effective IVR Interactive Voice Response Solutions
Simplified Telephony's solutions can dramatically reduce the cost associated with automating your customer sales and
service programs. By combining a live operator program with an IVR Interactive Voice Response solution, we help companies
reduce costs by minimizing live agent time and providing your customers with the power of self-service,
allowing them to conduct automated transactions 24/7. For automated IVR Interactive Voice Response solutions designed to
meet your business needs, Click Here: contact Simplified Telephony Solutions..
Complete IVR Interactive Voice Response Solution Management
At Simplified we work closely with your company to develop a comprehensive and integrated IVR Interactive Voice
Response solution that will exceed your goals and objectives and provide you with the highest return on your investment.
Our proactive project management team monitors your program on a daily basis and provides highly detailed reports to
help companies make the best decisions.
In addition, all of our IVR solutions are run on our state-of-the-art platform that is supported by a highly trained
technical staff and a reliable, redundant, architecture and infrastructure. With an IVR solution from Simplified
Telephony, you can integrate and reduce the cost of automating your customer acquisition, retention, and growth programs.
Contact Simplified Telephony Solutions to learn more!
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
54. IVR Interactive Voice Response Services - Inbound
IVR Interactive Voice Response Services - Inbound
Automated IVR Interactive Voice Response system enables callers to dial a 800 number and interact directly
with information stored in a database through either touchtone or voice activated prompts. This translates
into expert-designed solutions which are easily navigated by your callers wanting information.
Small businesses to Fortune 500 companies are benefiting from an inbound IVR Interactive Voice Response
Service. Businesses need to route calls quickly, accurately and economically in order to meet the increasingly
complex needs of today's customer. Listed below are examples of inbound IVR Interactive Voice Response
which have a dramatic impact on your bottom line.
IVR Interactive Voice Response Applications:
Business Productivity
Employment pre-screening, automated customer service, order taking and status, dealer/office location, account
information, help desk inquiries, new product introductions and telephone call routing.
Marketing
Contest line, point redemption line, voice contest, scratch and win, sales and service surveys, market research
applications and endless different promotions all will benefit from an IVR Interactive Voice Response System.
Media
Subscription information and fulfillment, merchandise ordering, sports information, classified ad responses,
membership renewal, pay per view ordering, surveys.
Financial
Past due information, last payment received, telephone banking, loan and mortgage applications, stock information,
posting of current interest rates and terms, real time account balances, and automated loan applications
Education
Crisis communications, absentee notifications, talking grades, homework hotline, course information and registration,
exam and course results.
Government
Environmental issues and surveying, emergency notification, licensing, fine information, and service information.
Healthcare
Payment tracking, claims processing and billing, healthcare information, admittance and discharge records, inventory
reports, office locations and operating hours
All IVR Interactive Voice Response platforms are not created equally.
If you are you looking for an IVR Interactive Voice Response provider who has the broadcast messaging
technology and marketing expertise to meet your needs, then please contact us so we can gather additional insight
to help solve your business issues.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Interactive Voice Response Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
55. IVR Interactive Voice Response Services Outbound
IVR Interactive Voice Response Services Outbound
Ever wish you could create a standardized IVR Interactive Voice Response outbound message which
was personalized to each caller? Has your team discussed automating processes and reducing costs?
We can help! Our outbound IVR Interactive Voice Response solution allows companies to create sophisticated
and personalized messages which interact with callers. By automating processes, clients
have seen a dramatic increase in productivity and profitability. Listed below is a high-level outline for review:
Outbound IVR Interactive Voice Response Process:
COLLABORATION
Companies and clients collaborate to identify IVR Interactive Voice Response automation opportunities.
(examples - automated renewals/past due reminders)
CREATE A TEMPLATE
Based on a clients database information, create a standard IVR Interactive Voice Response template which
allows maximum personalization and automation to occur.
SEND INFORMATION
Client sends a daily feed of phone numbers and personalization fields for outbound IVR Interactive Voice
Response calling
MERGE FIELDS
These fields are automatically merged seamlessly with the standardized template to create a personalized
outbound IVR Interactive Voice Response campaign.
LAUNCH CAMPAIGN
Automatically launch personalized outbound IVR Interactive Voice Response campaign.
RESULTS POSTED
Reports are posted on web interface for client's review.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
56. IVR Interactive Voice Response systems can help businesses
IVR Interactive Voice Response Systems
IVR Interactive Voice Response systems can help businesses with large call volume save time and money.
Here's how:
Handling routine phone requests for information can consume a substantial amount of staff time and money.
Handling a customer call with a live operator reportedly costs five dollars per call. An IVR Interactive Voice
Response system offers an automated, and much less costly, way to provide the same information much more
cost-effectively.
Simply put, an IVR Interactive Voice Response system lets callers interact with your company via the telephone.
A business can implement a system to handle customer inquiries. An IVR Interactive Voice Response system can
also be very effective for companies with on-the-road employees who need to call into the office to receive their
next assignment or to report their activities.
IVR Interactive Voice Response systems, will lower customer handling costs about 25 cents per call and can be
implemented in a variety of ways. With a basic IVR Interactive Voice Response system, you simply record a
message that is played when a person depresses the appropriate number on the telephone keypad.
More advanced IVR Interactive Voice Response systems allow callers to retrieve customized information. A
system with text-to-speech recognition, for example, can read aloud information that is stored in a database. Using
this functionality, you can set up a system that retrieves account-specific information, like order status. Systems
can be further enhanced to actually process orders or store information from the callers.
The latest IVR Interactive Voice Response systems are not limited to the keypad for entry. Using a feature called
speech recognition, callers can interact with the phone system by speaking their choices aloud instead of having to
enter information via the keypad. This interface improvement makes IVR Interactive Voice Response much more
user friendly.
When choosing an IVR Interactive Voice Response system, you will of course need to identify the basic
functionality that you want.
When defining those needs, base it on your current data environment to project a realistic implementation. You will
also need to choose the IVR Interactive Voice Response platform that you want to use to develop your system.
Both proprietary and open systems exist. In addition, you will need to decide whether you want to buy a system or
outsource it to a service that can provide all the IVR Interactive Voice Response capability you need without the
investment.
While you may be averse to implementing an IVR Interactive Voice Response system because it can seem
impersonal, having one allows you to provide 24-hour access. In today's world, as long as customers can still
"press 0" for help, this tradeoff is one that customers welcome.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
57. Build Your own Telco Grade IVR Interactive Voice Response Platform
Build Your own Telco Grade IVR Interactive Voice Response Platform
Telco's, Service Providers and System Integrators
Build Your Telco Grade IVR Interactive Voice Response Platform.
Cameleon’s highly resilient infrastructure architecture provides telco grade reliability. Use Cameleon to build
mobile, telecom and messaging convergence solutions, protocol converters, VoIP gateways, IP Centrex, IVR
Interactive Voice Response, switching platforms, calling card platforms and many more.
Enable multi-purpose services for any industry
Contarra’s Cameleon incorporates an endless array of functionalities that can be deployed for any industry.
Business Customers
Contarra Systems has identified specific applications for all major industries. This allows you to build an almost
endless array of services, comprising a huge set of functionalities.
Industries IVR Interactive Voice Response Applications & Solutions
Entertainment & Media
Finance & Banking
Information
Fast Moving Consumer Goods
Travel & Logistics
Government
Healthcare
Contact/Call Centres
Leisure & Hospitality
Agenda, auctions, conferencing, gambling, cultural, fulfillment, gossip, horoscopes, information services, loyalty
programmes, mediation, music, news, order entry, restaurant guide, shopping guide, sport, stocks, Balance
information, customer care, transactions, home banking, incentive programmes, insurance claims, insurance
policies, lease, loyalty programmes, mailings, messaging, portfolio management, real time currency rates, Customer
care, customer fulfillment, customer service messages, grocery orderings, information services, product search,
product comparison, tracking & tracing,Advertisement, digital rights management, fulfillment, interactive television,
multi-media convergence, music, pay-per-view, televoting and quizzes, Information services, fulfillment, tracking &
tracing, location enquiries, logistic planning, mail order, order entry
An innovative combination of custom made and off the shelf IVR Interactive Voice Response applications with
extended functionality and high availability is offered to our enterprise customers and our customers in the telecoms
operator market via Contarra's system integrator partners and resellers.
Simplified Telephony is your Contarra IVR Interactive Voice Response Consultant.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
58. Contarra IVR Interactive Voice Response Services
Contarra IVR Interactive Voice Response Services
Contarra has spent a decade developing and refining a stable IVR Interactive Voice Response product for both the
Telecoms and Enterprise market which empowers partners and customers to develop new applications to their
precise requirements. We offer you as much help and freedom as you need to achieve your communications goals.
IVR Interactive Voice Response Project Consultancy
The core engineering team at Contarra have been in the business since the inception of the first open standards
communications IVR Interactive Voice Response platform. Their extensive technological expertise along with our
first hand knowledge of markets throughout the world places Contarra's Project Consultancy services among the
very best available in the world today.
IVR Interactive Voice Response Project Management
Contarra offers key people with the skills needed to ensure that optimized IVR Interactive Voice Response project
architectures are established and maintained throughout the life cycle of every deployment. We also work alongside
many partner organizations, who add the value of their specialist technologies and skills into Contarra-led projects.
Contarra invests significantly in key applications, so that the quality of our products is assured and the projects
we lead succeed.
Simplified Telephony is your Contarra IVR Interactive Voice Response Consultant.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
59. IVR Interactive Voice Response Product Overview
IVR Interactive Voice Response Product Overview
Contarra IVR Interactive Voice Response Systems provides the Cameleon Convergence Platform.
Contarra IVR Interactive Voice Response technology consists of a modular communications framework with open
standards and a distributed architecture, which allows customers to choose their preferred hardware and OS
platform and suppliers to scale deployments to fit any requirement.
IVR Interactive Voice Response Product Overview
Contarra Systems provides the Cameleon Convergence Platform
a software IVR Interactive Voice Response platform that converges the world of voice, mobile, data and Internet
communication.
Telco's, Service Providers and System Integrators
Contarra IVR Interactive Voice Response Systems provides the Cameleon Convergence Platform
a software platform that converges the world of voice, mobile, data and Internet communication.
Cameleon XR: Carrier Service Delivery IVR Interactive Voice Response Platform
Cameleon-XR is Contarra’s Carrier’s Service Delivery IVR Interactive Voice Response Platform for developing
and deploying ISDN, SS7, Voice Over IP, Video over IP, IP to TDM gateway and 3G services; making the
transition to new technologies a seamless step safeguarding investments in existing equipments and infrastructure.
With the support of Video over IP and Video on 3G wireless networks, Cameleon XR makes it possible to build
even richer IVR Interactive Voice Response services significantly improving user experience. This new release also
reflects the strengthening of Contarra’s bonds with leading technology partners by the implemented support of new
features for Dialogic, NMS, Nuance, Telisma, Acapela, Loquendo, etc.
Cameleon Convergence IVR Interactive Voice Response Platform 2004-2
Cameleon provides a full client/server architecture. This design is remarkable in itself because unlike other
telephony platforms, the Cameleon developer interface and the Cameleon communication engine are separated.
Several types of applications are able to use the Cameleon engine. Application designers interface with these IVR
Interactive Voice Response applications via a powerful, built-in GUI-based front end development tool, Cameleon
Application Designer, but you can design and connect your own application using our free Application Software
Development Kit (SDK).
The Contarra IVR Interactive Voice Response Platform is an open standards based solution, which allows
partners and customers to develop new IVR Interactive Voice Response applications to their precise requirements.
Cameleon 2007-1a
The Cameleon CCP IVR Interactive Voice Response platform: 2007-1a release contains major new features and
enhancements to the CCP architecture. Added to it are a strong VOIP implementation, the integration of Dialogic
HMP 3 version and Dialogic SS7 support. Cameleon 2007-1a is Contarra technology and as such designed to
build professional services, targeting the ASP market. It is the ideal platform for the IVR Interactive Voice
Response Application Hosting business for Service providers and Carriers.
Comet
With Comet, Contarra Systems launches a multi-media product IVR Interactive Voice Response family offering a
palette of smartly interconnecting components targeted at streamlining the entirety of corporate telecommunications.
Based on a modular architecture. Comet offers a powerful Call Center functionality with a multi-lingual front-end
IVR Interactive Voice Response application, call routing, group and agent set up with possibility for skills based
routing. Comet is available in four different predefined packages, each targeted at a particular market segment or
deployment strategy.
Business Customers
Contarra’s IVR Interactive Voice Response CCP incorporates an array of functionalities that can be applied in any
industry.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
60. Core Cameleon Systems IVR Interactive Voice Response Functionality
Core Cameleon Systems IVR Interactive Voice Response Functionality
Contarra Systems provides the Cameleon IVR Interactive Voice Response Convergence Platform
a software platform that converges the world of voice, mobile, data and Internet communication.
At the heart of Contarra's Multi Messaging IVR Interactive Voice Response Platform, Cameleon supports advanced
communications IVR Interactive Voice Response solutions integrating the three main communication channels:
Voice
Access to voice mail systems as well as text-to-speech functionality is provided. With Cameleon's IVR Interactive
Voice Response at its core, ready to use applications such as pre-paid systems and one-number systems can be
deployed.
Contarra IVR Interactive Voice Response Systems has identified specific applications for all major industries.
This allows you to build an almost endless array of services, comprising a huge set of IVR Interactive Voice
Response functionalities.
Industries IVR Interactive Voice Response Applications & Solutions
Entertainment & Media
Finance & Banking
Information
Fast Moving Consumer Goods
Travel & Logistics
Government
Healthcare
Contact/Call Centres
Leisure & Hospitality
Agenda, auctions, conferencing, gambling, cultural, fulfillment, gossip, horoscopes, information services, loyalty
programmes, mediation, music, news, order entry, restaurant guide, shopping guide, sport, stocks, Balance
information, customer care, transactions, home banking, incentive programmes, insurance claims, insurance
policies, lease, loyalty programmes, mailings, messaging, portfolio management, real time currency rates, Customer
care, customer fulfillment, customer service messages, grocery orderings, information services, product search,
product comparison, tracking & tracing,Advertisement, digital rights management, fulfillment, interactive television,
multi-media convergence, music, pay-per-view, televoting and quizzes, Information services, fulfillment, tracking &
tracing, location enquiries, logistic planning, mail order, order entry
An innovative combination of custom made IVR Interactive Voice Response and off the shelf IVR Interactive
Voice Response applications with extended functionality and high availability is offered to our enterprise customers
and our customers in the telecoms operator market via Contarra's IVR Interactive Voice Response system
integrator partners and resellers.
IVR Interactive Voice Response Solution Examples
Voice Portal
Advanced IVR Interactive Voice Response voice controlled applications providing access to information anytime,
anywhere by means of simple and reliable devices. Voice Portal is ideal for deployment in Universal Messaging
and voice-enabled eCommerce systems.
Comet
A turnkey multi-media IVR Interactive Voice Response product family offering a palette of smartly interconnecting
components targeted at streamlining the entirety of corporate telecommunications.
Net Office
A communications management IVR Interactive Voice Response system that works as a virtual personal assistant.
It eliminates the need to publish multiple telephone, mobile and fax numbers and allows users to manage incoming
calls, faxes and messages anytime via the Internet.
Voice Solutions
Our IVR Interactive Voice Response Service Integrators provide a suite of six standalone modules, each module
incorporating core voice enabled business functionality.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on
Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send
e-mail
http://www.sim-phony.com
61. Core Cameleon IVR Interactive Voice Response Functionality
Core Cameleon IVR Interactive Voice Response Functionality
Contarra Systems provides the Cameleon IVR Interactive Voice Response Convergence Platform
a software platform that converges the world of voice, mobile, data and Internet communication.
At the heart of Contarra's Multi Messaging IVR Interactive Voice Response Platform, Cameleon supports advanced
communications IVR Interactive Voice Response solutions integrating the three main communication channels:
Voice
Access to voice mail systems as well as text-to-speech functionality is provided. With Cameleon's IVR Interactive
Voice Response at its core, ready to use applications such as pre-paid systems and one-number systems can be
deployed.
Mobile
All major types of mobile messaging are included varying from MMS, WAP, SMS to PDA standards. Contarra’s IVR
Interactive Voice Response messaging platform allows users to retrieve and send information securely from any fixed
or mobile device at any place, any time.
Email
Provides access to your email accounts via PC, PDA or Mobile device. Both Web based and all major email clients can
be used to retrieve voice mail messages as attachments to your email.
Core Cameleon IVR Interactive Voice Response Functionality
Auto answer
Call back
Call forwarding
Interactive Voice Response
Message convergence
Message diversion
Directory assistance
Directory services
Email
Fax
Fax and email integration
Fax on demand
Messaging (voice, data and mobile)
Personal number
Predictive dialing
Prepaid
Ringtones
Teleconferencing
Unified messaging
Voice dialing
Voice Mail
Contarra provides turn-key convergence IVR Interactive Voice Response systems including mobile, voice and data
solutions for telecom operators, service providers, system integrators and business customers.
Solution Overview
Contarra Systems provides the Cameleon Convergence IVR Interactive Voice Response Platform,
a software platform that converges the world of voice, mobile, data and Internet communication.
Telco's, Service Providers and System Integrators
Build Your Telco Grade IVR Interactive Voice Response Platform
Cameleon’s highly resilient infrastructure architecture provides telco grade reliability. Use Cameleon to build
mobile, telecom and messaging convergence solutions, protocol converters, VoIP gateways, IP Centrex, IVR Interactive
Voice Response, switching platforms, calling card platforms and many more.
Enable multi-purpose services for any industry
Contarra’s Cameleon IVR Interactive Voice Response incorporates an endless array of functionalities that can be
deployed for any industry.
Business Customers
Contarra's IVR Interactive Voice Response Systems has identified specific applications for all major industries. This
allows you to build an almost endless array of services, comprising a huge set of functionalities.
Industries Applications & Solutions
Entertainment & Media
Finance & Banking
Information
Fast Moving Consumer Goods
Travel & Logistics
Government
Healthcare
Contact/Call Centres
Leisure & Hospitality
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
62. Core Cameleon IVR Interactive Voice Response Functionality
Core Cameleon IVR Interactive Voice Response Functionality
Auto answer
Call back
Call forwarding
IVR Interactive Voice Response
Message convergence
Message diversion
Directory assistance
Directory services
Email
Fax
Fax and email integration
Fax on demand
Messaging (voice, data and mobile)
Personal number
Predictive dialing
Prepaid
Ringtones
Teleconferencing
Unified messaging
Voice dialing
Voice Mail
Contarra provides turn-key convergence IVR Interactive Voice Response systems including mobile, voice and data
solutions for telecom operators, service providers, system integrators and business customers.
Solution Overview
Contarra Systems provides the Cameleon Convergence IVR Interactive Voice Response Platform,
a software platform that converges the world of voice, mobile, data and Internet communication.
Telco's, Service Providers and System Integrators
Build Your Telco Grade IVR Interactive Voice Response Platform
Cameleon’s highly resilient infrastructure architecture provides telco grade reliability. Use Cameleon to build
mobile, telecom and messaging convergence solutions, protocol converters, VoIP gateways, IP Centrex, IVR
Interactive Voice Response, switching platforms, calling card platforms and many more.
Enable multi-purpose services for any industry
Contarra’s IVR Interactive Voice Response Cameleon incorporates an endless array of functionalities that can be
deployed for any industry.
Business Customers
Contarra Systems has identified specific IVR Interactive Voice Response applications for all major industries.
This allows you to build an almost endless array of IVR Interactive Voice Response services, comprising a huge
set of functionalities.
Industries IVR Interactive Voice Response Applications & Solutions
Entertainment & Media
Finance & Banking
Information
Fast Moving Consumer Goods
Travel & Logistics
Government
Healthcare
Contact/Call Centres
Leisure & Hospitality
Agenda, auctions, conferencing, gambling, cultural, fulfillment, gossip, horoscopes, information services,
loyalty programmes, mediation, music, news, order entry, restaurant guide, shopping guide, sport, stocks,
Balance information, customer care, transactions, home banking, incentive programmes, insurance claims,
insurance policies, lease, loyalty programmes, mailings, messaging, portfolio management, real time currency
rates, Customer care, customer fulfillment, customer service messages, grocery orderings, information services,
product search, product comparison, tracking & tracing,Advertisement, digital rights management, fulfillment,
interactive television, multi-media convergence, music, pay-per-view, televoting and quizzes, Information
services, fulfillment, tracking & tracing, location enquiries, logistic planning, mail order, order entry,
IVR Interactive Voice Response.
An innovative combination of custom made and off the shelf IVR Interactive Voice Response applications with
extended functionality and high availability is offered to our enterprise customers and our customers in the
telecoms operator market via Contarra's system integrator partners and resellers.
Solution Examples
Voice Portal
Advanced voice controlled IVR Interactive Voice Response applications providing access to information anytime,
anywhere by means of simple and reliable devices. Voice Portal is ideal for deployment in Universal Messaging
and voice-enabled eCommerce systems.
Comet
A turnkey multi-media product family offering a palette of smartly interconnecting components targeted at
streamlining the entirety of corporate telecommunications.
Net Office
A communications management system that works as a virtual personal assistant. It eliminates the need to
publish multiple telephone, mobile and fax numbers and allows users to manage incoming calls, faxes and
messages anytime via the Internet.
Voice Solutions
Our Service Integrators provide a suite of six standalone modules, each module incorporating core voice
enabled business IVR Interactive Voice Response functionality.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Interactive Voice Response Analysis and Quote Today
regards
Ken Wright
IVR Interactive Voice Response Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
63. Contarra Systems provides the Cameleon Convergence IVR Interactive Voice Response Platform
Contarra Systems provides the Cameleon Convergence IVR Interactive Voice Response Platform
Contarra Systems provides the Cameleon Convergence IVR Interactive Voice Response Platform
a software platform that converges the world of voice, mobile, data and Internet communication.
At the heart of Contarra's IVR Interactive Voice Response Multi Messaging Platform, Cameleon supports
advanced communications solutions integrating the three main communication channels:
Voice
Access to IVR Interactive Voice Response voice mail systems as well as text-to-speech functionality is
provided. With Cameleon at its core, ready to use applications such as pre-paid systems and one-number
systems can be deployed.
Mobile
All major types of mobile messaging are included varying from MMS, WAP, SMS to PDA standards. Contarra’s
IVR Interactive Voice Response messaging platform allows users to retrieve and send information securely from
any fixed or mobile device at any place, any time.
Email
Provides access to your email accounts via IVR Interactive Voice Response PC, PDA or Mobile device. Both
Web based and all major email clients can be used to retrieve voice mail messages as attachments to your email.
Business Customers
Contarra’s Cameleon IVR Interactive Voice Response incorporates an array of functionalities that can be
applied in any industry
Cameleon's core benefits
Freedom of choice - Cameleon is the leading IVR Interactive Voice Response platform for developing, and
operating high quality Voice and CT applications. All major standards are supported.
Platform Independence - Cameleon’s IVR Interactive Voice Response architecture is unique in its flexibility and
scalability enabling any range of services to be developed and scaled from single chassis entry-level solutions to
carrier grade solutions without making any prior technology or application development investments redundant.
Shared knowledge - Contarra shares its knowledge of the telecom technology industry by providing pro-active
consultancy and IVR Interactive Voice Response technology support services.
Time to market – With its unrivaled IVR Interactive Voice Response application builder, Cameleon provides
intuitive, rapid application development, ensuring the quickest time-to-market
Quality –Advanced IVR Interactive Voice Response platform architecture, best-in-class technology, and
dedicated support make Cameleon the highest quality solution across many industries.
High availability –The Cameleon IVR Interactive Voice Response architecture supports a fully resilient and
redundant system environment, providing carrier grade solutions with maximum uptime.
Low total cost of ownership – The Cameleon IVR Interactive Voice Response architecture incorporates all
necessary development principles to ensure a low total cost of ownership.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
64. IVR Interactive Voice Response Systems and the Entertainment and information Business
IVR Interactive Voice Response Systems and the Entertainment and information Business
The largest installed IVR Interactive Voice Response platforms are used for applications such as voting in
TV game shows such as Pop Idol and Big Brother which can generate enormous call spikes. IVR Interactive Voice
Response systems have also been widely used to take orders for mobile content, such as ringtones and logos,
weather forecasts, crossword answers,and the whole spectrum of adult entertainment.
Anonymous Access
IVR Interactive Voice Response systems also allow callers to obtain data relatively anonymously. Hospitals and
Clinics have used IVR Interactive Voice Response systems to allow callers to receive anonymous access to test
results. This is information that could easily be handled by a person but the IVR Interactive Voice Response
system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.
Clinical Trials
IVR Interactive Voice Response systems are used by large pharmaceutical companies to conduct global clinical
trials and manage the large volumes of data generated. The application used by the IVR Interactive Voice Response
in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions
in their preferred language and their responses will be logged into a database and possibly recorded at the
same time to confirm authenticity. Applications include patient randomization and drug supply management.
Technologies used
DTMF signals are entered from the telephone keypad and natural language speech recognition interpret the
caller's response to voice prompts.
Other technologies include the ability to speak complex and dynamic information such as an e-mail,
news report or weather information using Text-To-Speech (TTS). TTS is computer generated synthesized
speech that is no longer the robotic voice generally associated with computers. Real voices create
the speech in tiny fragments that are spliced together (concatenated) before being played to the caller.
An IVR Interactive Voice Response system can be utilized in several different ways:
Equipment installed in the customer premises.
Equipment installed in the PSTN (Public Switched Telephone Network).
Application service provider (ASP).
Virtual Hosted IVR Interactive Voice Response.
Many business applications employ this technology including telephone banking, order placement,
caller identification and routing, balance inquiry, and airline ticket booking.
A simple Voicemail system is different from an IVR in that it is person to person whereas an
IVR Interactive Voice Response system is person to computer. IVR Voiceforms can be used to provide
a more complex voicemail experience for the caller. For example, the IVR Interactive Voice Response
system could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded.
An Automatic Call Distributor (ACD) is often the first point of contact when calling many larger businesses.
An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without
prompting for input. An IVR can play announcements and request an input from the caller. This information
can be used to route the call to a particular skillset. (A skillset is a function applied to a group of
call-center agents with a particular skill).
IVR Interactive voice response can be used to front-end a call center operation by identifying the needs
of the caller. Information can be obtained from the caller such as account numbers. Answers to simple
questions such as account balances or pre-recorded information can be provided without operator intervention.
Account numbers from the IVR are often compared to caller ID data for security reasons and additional
IVR Interactive voice responses are required if the caller's ID data does not match the account record.
IVR Interactive voice response call flows are created in a variety of ways. A traditional IVR depended upon
proprietary programming or scripting languages, whereas modern IVR applications are structured similar to
WWW pages, using VoiceXML, SALT or T-XML languages. The ability to use XML developed applications allows
a Web server to act as an application server, freeing the developer to focus on the call flow. It was
widely believed that developers would no longer require specialized programming skills, however this has
been proven to be misguided as IVR Interactive voice response applications need to understand the human
reaction to the application dialogue. This is the difference between a good user experience and IVR hell.
Higher level IVR Interactive voice response development tools are available in recent years to further
simplify the application development process. A call flow diagram can be draw with a GUI tool and the
application code (VoiceXML or SALT) can be automatically generated. In addition, these tools normally
provide extension mechanisms for software integration, such as HTTP interface to web site and Java
interface for connecting to a database.
In telecommunications, an audio response unit (ARU) is a device that provides synthesized voice responses
to touch-tone keypresses (DTMF) by processing calls based on (a)the call-originator input, (b)information
received from a database, and (c)information in the incoming call, such as the time of day.
ARUs increase the number of information calls handled and to provide consistent quality in information
retrieval.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
65. IVR Interactive voice response
IVR Interactive voice response
from Wikipedia the free encyclopedia
In telephony, IVR Interactive voice response, is a phone technology that allows a computer to detect
voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or
dynamically generated audio to further direct callers on how to proceed. IVR systems can be used
to control almost any function where the interface can be broken down into a series of simple menu
options. Once constructed. IVR Interactive voice response systems generally scale well to handle large
call volumes.
Example: IVR Interactive voice response usage
A caller dials a telephone number that is answered by an IVR Interactive voice response system.
The IVR Interactive voice response system executes an application which is tied to the number dialed
DNIS (Dialed Number Identification Service). As part of the application, prerecorded audio files or
dynamically generated Text to Speech (TTS) audio explain the options available to the caller. The caller
is given the choice to select options using DTMF tones or spoken words. Speech recognition
is normally used to carry out more complex transactions and simplifies the application menu structure.
Typical IVR Interactive voice response uses
IVR Interactive voice response systems are used to service high call volumes, reduce costs and
improve the customer experience.
Examples of an IVR Interactive voice response applications are: telephone banking, televoting,
and credit card transactions. Large companies use IVR Interactive voice response services to
extend the business hours of operation.
Call centers use IVR Interactive voice response systems to identify and segment callers.
The ability of an IVR Interactive voice response system to identify customers allows the ability
to tailor services according to the customer profile. It also allows the option of choosing
automated services.
Information can be fed to the caller allowing choices such as: wait in the queue, choose an
automated service, or request a callback. (At a suitable time and telephone number) The use
of CTI Computer Telephone Integration will allow the IVR Interactive voice response system
to look up the CLI (Calling Line ID) on a network database and identify the caller.
This is currently accurate for about 80% of inbound calls. In the cases where CLI is withheld
or unavailable, the caller can be asked to identify themselves by other methods such as a PIN
or password. The use of DNIS will ensure that the correct application and language is executed
by the IVR Interactive voice response system.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
66. Testing Your IVR Interactive Voice Response System (continued)
Testing Your IVR Interactive Voice Response System (continued)
General IVR Interactive Voice Response Usability Questionnaire
Note: The information you provide is kept completely confidential and no information is stored on computer
media that could identify you as a person.
We would like to get your general impressions of the usability of the telephone interaction that you used
today. Please take a few minutes to answer the questions. Thanks for your help in understanding telephone
interaction.
Please indicate your agreement or disagreement with the statements in the left column by circling the
appropriate number in the right column. If you are undecided or the question appears irrelevant, then
circle the middle number (4). (Circle one rating number per statement).
1. This IVR Interactive Voice Response menu was easy to use. 1 2 3 4 5 6 7
2. Finding the options to complete the tasks was easy. 1 2 3 4 5 6 7
3. I feel in command of this IVR Interactive Voice Response menu when I am using it. 1 2 3 4 5 6 7
4. There are too many steps required. 1 2 3 4 5 6 7
5. Working with this IVR Interactive Voice Response menu is satisfying. 1 2 3 4 5 6 7
6. The terminology is inconsistent with the terminology I know. 1 2 3 4 5 6 7
7. The IVR Interactive Voice Response menu occasionally behaves in a way that can't be understood.1 2 3 4 5 6 7
8. It is easy to make the IVR Interactive Voice Response menu do exactly what I want. 1 2 3 4 5 6 7
9. The telephone menu seems to disrupt the way I normally do my work. 1 2 3 4 5 6 7
10. The IVR Interactive Voice Response instructions and prompts are helpful. 1 2 3 4 5 6 7
11. It was easy to find information I needed in this IVR Interactive Voice Response menu. 1 2 3 4 5 6 7
12. Learning how to use this IVR Interactive Voice Response menu was difficult. 1 2 3 4 5 6 7
13. There is never enough information when it's needed. 1 2 3 4 5 6 7
14. The IVR Interactive Voice Response menu has a very attractive presentation. 1 2 3 4 5 6 7
15. Error messages are not adequate. 1 2 3 4 5 6 7
16. I have to look for assistance most times when I use this IVR Interactive Voice Response menu. 1 2 3 4 5 6 7
17. This IVR Interactive Voice Response menu will make me more successful getting what I need.1 2 3 4 5 6 7
18. I will never learn to use all that is offered in this IVR Interactive Voice Response menu. 1 2 3 4 5 6 7
19. This IVR Interactive Voice Response menu is really very awkward. 1 2 3 4 5 6 7
20. There is too much to learn before one can use this IVR Interactive Voice Response menu. 1 2 3 4 5 6 7
21. It is easy to hear what the options are at each stage. 1 2 3 4 5 6 7
Comment Two subjects exhibited "experimenter demand" effects-they gave extraordinarily high ratings
for many of the questions, although each passed only 4 of 10 tasks. Their global ratings were quite
high at 6.6 and 5.9 out of a possible 7. We investigated any demographic correlate that would motive
the high rating – such as English language shortcomings, and consequent misunderstanding of the situation.
While one of the subjects indeed was "ESL" (English as a second language), the other subject spoke English
as a first language. We mention this aspect of our data collection to illustrate issues that may arise in
your own testing. "Experimenter demand" effect is a known phenomenon of psychological testing in which the
subject attempts to give responses to questions they feel the experimenter wants, regardless of their personal
experience. While we cannot say for sure this is the case, we had data from enough other subjects to establish
a reasonable range of response patterns.
Step 7. Next Steps Introduction Examination of subject comments reveal these sources of confusion ...
IVR Interactive Voice Response that were too lengthy for easy comprehension
unclear vocabulary terms
inconsistent terminology organization of the menus
unclear categories
too many steps (menus too deep)
Furthermore, in 40% of the 120 events failure occurred on the first menu, while slightly fewer fails occurred
across the other 4 levels of menu. The immediate presentation of difficulties – at the first menu – indicates
a need to focus on general design principles including category definition and minimizing demand on the caller's
short-term memory.
Menu Level # of Failed Events % Failure
1 56 40%
2 9 6.4%
3 25 17.9%
4 8 5.7%
5 4 2.9%
Total 102 72.9%
Sources and Types of Design Help
The human factors literature provides excellent guidance on issues of IVR design. Much work has been accomplished
by Vrizi and Resnick in the context of their research for GTE Laboratories. See their articles listed in the
bibliography. In particular, they report a technique of "skip and scan" that we have found very useful when a
caller is faced with six to 15 menu options. They have also conducted usability studies comparing skip and scan
to a more conventional method. They found that skip and scan was superior for both novice and expert users in all
but the first few trials. They used 36 tasks and two IVR applications for the tests.
Some managers may question the value of IVR for their business. A study of public attitudes about IVR as well as
telephone answering machines indicate that attitudes varied strongly by age (Kaatz, Aspden, and Reich, 1977). But
more importantly, they found that "information rich" persons were not any more positively inclined to IVR than the
"information poor." The most significant predictor of IVR acceptance was the quality of one's most recent
experience with the technology. This conclusion implies that good IVR design begets positive acceptance.
What do callers want in IVR Interactive Voice Response voice quality? In a study of 84 personality traits, more
than 50% of the 50 subjects wanted the following (Chin, 1996):
Practical (78% of subjects)
Intelligent (76%)
Courteous (72%)
Efficient (68%)
Straightforward (60%)
Methodical (54%)
Sophisticated (50%)
Other top scoring qualities were selected by more than 28% of the subjects
Progressive (44%)
Alert (30%)
Scientifically minded (30%)
Imaginative (28%)
To use this data, you could create a "Voice Quality Questionnaire" similar to the "Satisfaction Questionnaire."
Use the 11 adjectives listed above, and let your subjects rate sample voice messages.
Standards The benefits of a standard approach to designing IVR Interactive Voice Response can be obvious to
managers faced with large-scale development. Such challenges require coordination among numerous developers and
consistency between various menus and even projects. The Human Factors and Ergonomics Society (HFES) has
coordinated development of U.S. standards with the international ISO 9241 human-computer interaction standard.
The HFES effort is called ANSI/HFES 200 of which section 9 covers Interactive Voice Response, among other voice
design topics (Blanchard, 1997).
Standards can be simple and easy to follow – in fact, they will be rejected by developers without such crafting.
Following is a sample list of "call flow structures" that meet the needs of a given organization. Our company,
HFI, has found this an excellent approach to designing IVR standards. Each organization requires different
templates of such call flow structures that readily guide the development staff. Upon selecting a task, the
developer need only attend to the recommended template that describes the method.
If the caller's task is...* Then use a...
Navigating between menus Selection widget
Selecting one from a list
Less than seven items
Between six and 15 items
More than 15 items Pick One
Scan and Pick One
Enter Alphanumeric / Direct Select or Search for Selection
Selecting more than one item from a list Pick Many
Selecting item(s) from a list by name Search for Selection
Entering alphanumerics Enter Alphanumeric/ Direct Select
Transferring shares between accounts or purchasing new shares with funds in current holdings Exchange
Purchasing shares Purchase
Redeeming shares Redeem
Playback of data messages with multiple, addressable parts Segmented List Playback
Playback of data messages with one item or single message Non segmented Playback
Escaping from current activity Control/Trap Menu
List management List Editing
Accessing the IVR Interactive Voice Response system Greeting Menu or Greeting Message
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response Systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Send e-mail
http://www.sim-phony.com
67. How to Conduct an IVR Interactive Voice Response Usability Test contd.
How to Conduct an IVR Interactive Voice Response Usability Test contd.
Below, we display subject comments for the two tasks failed by all participants but one. Typically, subjects
will not be clear on the source of their confusion. The designer or usability specialist must evaluate each
comment for its design significance. Occasionally, a subject offered no comment. We only present two
examples here.
13 Failed to "Change PIN" (Task 1 – Each bullet is from a different fail subject.)
I want to update my card, not a service.
Lots of options and you would need it in writing. I'm not sure if the menus are organized in related groups.
Use fewer words in sentences.
Never found words I could recognize as a similar term.
Nothing was clear. Too many options per number on the menu.
PIN option wasn't there. I was reaching my limits of patience.
Was a little confusing. Voice is overly sweet.
He says too much for each option.
They assume you know what the words talk about.
There was nothing specific for calling cards. I got lost.
All the talking seems to slur together.
I don't know where to change PIN.
13 Failed to "Review Fees" (Task 2 – Each bullet is from a different fail subject.)
Was easy to do.
Lots of choices that had nothing to do with what I wanted to do.
Would be nice to have it (CSR option) on the main menu, but I can see why they don't. Not so satisfied,
a little frustrating.
Got a little lost in messages
This was easy task because I am becoming familiar
Felt satisfied with speed of getting an operator
Going through all options is a waste if I get a cs rep anyway.
Opening summary paragraph is annoying. It isn't helpful.
I feel a ... frustration which is not the kind a business wants.
What's the point of the first menu ... you can't make any selection I wanted a CS rep option on the first menu...
From the Phones-R-Us side, it's OK that it took so long, but I get frustrated.
Recall that we also collected statements regarding subjects "overall" impression. Note in the following, that 6
subjects gave favorable statements. They represent 44% of the subjects. Clearly, subjective impressions can
be misleading even in the face of severe usability problems.
6 Positive Post-test "Overall Impressions" (Each bullet is from a different positive subject.)
The system is quite well designed
It's good
Relatively usable menu that doesn't waste too much time
Needs work. Not bad though
OK, but needs more improvement
Professional corporate attempt to address a very complicated customer service need – showed much work
and effort, yet still room for improvement.
8 Negative Post-test "Overall Impressions" (Each bullet is from a different negative subject.)
A little confusion – a lot offered, but not easily accessible
Irrelevant, I always ended up going to Customer Service, yet at the beginning there was no option for
Customer Service. The whole system couldn't help on half the problems. I could just ask customer service
at the beginning and save time.
A bit too much information on the first menu. Could there be a simpler way to get started?
Slow. They're more interested in mileage than phone service. Structure not completely clear to find what
is needed.
Complicated because main menu difficult to understand.
Took too long to get anywhere.
Frustration and disease. Feeling of confusion and too much info at each stage.
Very messy menus. Unclear and confusing.
Step 4. Collect Satisfaction Data
After the test protocol, each subject filled out a satisfaction questionnaire. (See next page.) Because the
subject had just attempted 10 tasks, they could easily reflect on their subjective reactions. The questionnaire
represents five categories of satisfaction (discussed below). We altered the original questionnaire (from other
sources) to accommodate IVR technology.
Step 5. Analyze Performance Data In this case, our goal is to show data indicating the extent of the IVR problems.
The results guide whether to make design changes or not. Changes themselves presume expert knowledge of IVR
design. We represent this phase of the test with the following summary.
Tasks
1. Change PIN
2. Review fees per FTA
3. Learn MCI & Airmiles
4. Get code for Austria
5. Check overbilling
6. Check home rates
7. Add personal 800#
8. Learn France to Japan codes
9. Get credit for operator error
10. Get CSR
Overall Results
10 tasks X's 14 subjects = 140 test events
10 items together averaged 27.1% passing rate
8 worst items averaged 11.6% passing rate
40% of all failures occur on the first menu item
We scored any task as "fail" if the subject used a different IVR option than what the designer intended. Often, a
subject would get a CSR, thinking it was a planned event. While the subject felt a positive outcome, the IVR had
failed. We also logged the level of menu at which the subject failed to press the correct phone button. Notably,
40% of all the failures occurred on the first menu item – a prime target for improvement.
We indicate that 140 "test events" constitute the body of evidence. In our data analysis we learned our subjects
only passed 27.1% – 38 of the 140 events. Since 22 of those 38 passes occurred in only 2 of the test items, we
restated the results. We point out that the 8 worst items merited only 11.6% passing rate – only 16 out of 112
test events. Pretty expensive. The CSR staff has to work hard to keep up with the callers asking for human help.
Step 6. Analyze Satisfaction Data We grouped and averaged data from the satisfaction questionnaire as follows.
Where a question implied a negative response, the answer was mathematically converted to match the meaning of
the group description. If you use the questionnaire, calculate the mean of the following questions for each category.
a. Learnability: 1, 6, 12, 8, 20 (high priority)
b. Efficiency: 2, 4, 9, 11, 17, 21 (high priority)
c. Control: 3, 7, 8 (low priority)
d. Helpfulness: 10, 13, 15, 16 (low priority)
e. Likability: 5, 14, 19 (medium priority)
Global Metric: .3a + .3b + .1c + .1d + .2e
We established a yardstick of positive merit based on the nature of the scale. Recall that the subjects selected
a number from 1 to 7, with 4 representing a neutral point. The next interval above the neutral 4 is 5. Therefore,
we set a score of 5 or above as indicating "positive" rating.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
68. How to Conduct an IVR Interactive Voice Response Usability Test
How to Conduct an IVR Interactive Voice Response Usability Test
IVR Interactive Voice Response Introduction
The following steps and data represent a demonstration project that Human Factors International, Inc.
accomplished on an IVR that served a telecommunications firm that we will call Phones-R-Us. Expert review
indicated significant potential for user confusion and consequent overload of the CSR staff. Subjects came
from a university population – students and staff.
Use the following steps for your tests. Remember the "Wizard of Oz" technique given above – you don't need
an operational IVR, although in this test we used one. Here's an overview of how you could present your
findings.
IVR Interactive Voice Response Usability Test
Subjects
Tasks
Performance Results
Satisfaction Results
Next Steps
Step 1. Get Subjects Choose the number of subjects to match the expected probability of finding a given problem.
Big problems need fewer subjects. Subtle problems need more subjects. Experience indicates 10-20 subjects
would provide insight into the problems that we anticipated. Our intern tested 16 subjects with telephone
experience and varied educational background and gender. He used 2 of the sessions to learn to write the
subject's comments rapidly and concisely. We used data from the following 14 subjects. Our intern videotaped
five of the interviews in case we wanted to demo the process.
If needed, provide training to give your subjects the same expertise your actual users have. (If you expect
a specific background, then recruit – and pay – subjects from your user population.) In our case, we only
needed experience using a telephone and age enough to qualify for a telephone card.
Here's a subject selection summary:
Subjects
14 subjects from a university setting.
Represents cross-section of US population
4 Female (29%)
4 English as a second language (ESL)
Ages 41-50:4; 31-40:1; 21-31:7; 17-20:2
PhD:1; MA:2; BA:4; HS:7
Homogeneous: ESL subjects had similar satisfaction ratings as English (5 NSDs)
Comment During data analysis (see below) we wanted to see if ESL made a difference in how subjects felt about
the IVR Interactive Voice Response menu. Therefore, we used a statistical test to check for differences between
the average scores on each of the 5 satisfaction ratings (given below). "NSD" means No Significant Difference
would be found 19 times out of 20 similar tests (the so-called "95% confidence" rating). We used the t-test
for unequal variances found in Microsoft Excel. You don't need such confirmation if your own group of test
subjects has no particular differentiating characteristic.
Step 2. Determine the Tasks and Test Script Based on preliminary expert review, we had specific issues we
wanted to test. Were our suspicions correct? What percentage of average users would have difficulty? One of us
devised 10 test scenarios to meet these needs. Concrete language and specific instances make the test more valid.
If necessary, provide any paper documents that would normally be used, such as a credit card statement
On the next page is our test script, with the task scenarios. The data supervisor read the script to maintain
consistency of expectation and motivation among subjects.
Step 3. Collect IVR Interactive Voice Response Performance Data
Our intern spent about an hour with each subject. He recorded the demographic data (indicated above), then
administered the test script. He used a speakerphone so that he could hear the IVR prompts.
(Remember, if this were a "low-fidelity" test he would have read out the prompts himself.)
He asked the subjects to tell him which button they pressed. He made a point to record the button presses in
sequence for each test question. He also recorded his observations and useful subject comments for each button
press. At the end of each task, he asked them to describe their experience and degree of difficulty.
Note that a subject may have felt they completed the task correctly because they got a CSR – whether by accident
or on purpose. In reality, they were scored as fail because they didn't follow the intent of the design.
Subjects had no difficulty with the presence of videotape equipment and its operation.
IVR Interactive Voice Response TEST Script
Introduction
Hello,
We are conducting a test of an IVR Interactive Voice Response system. Your input is valuable to us, and
we would appreciate if you could give us feedback as you work your way through the tasks.
This is not a test of your skills, but more importantly, a test of the system. Please be honest with your feedback,
as it will only help us in our endeavor to improve this system.
If there are thoughts you have as you are working through the tasks, kindly voice them aloud, so the tester can ask
you for some of your thoughts.
Our goal is to obtain feedback on the voice, task flow, and wording of the system prompts. The tester will ask you
certain questions at the end regarding your overall impression.
Thanks again! Have fun!
IVR Interactive Voice Response Task List
Change your PIN on your calling card.
Review the different fees and surcharges to your account as per the Federal Telecommunications Act.
Find out information on how you can sign up for Phones-R-Us and Airmiles together.
Identify the country code for Austria.
You find you have a problem with your account, suspecting that someone is misusing your number (overbilled by
$422.10). You would like to speak to a customer service representative immediately to rectify the situation.
Check your current rates on your home telephone number.
You want to add a personal 800 number to your service.
Obtain instructions on how to use your calling card when making a call from France to Japan. Find out the
necessary information (such as the country codes to make the call).
Credit your account for a call that was incorrectly dialed by an operator (number was supposed to be
555-442-8282, but you dialed 555-442-8228)
What number would you dial within the system to link directly to a customer service representative?
Closing Questions
What was your overall impression?
Did you find the voice pleasing?
Were you able to find your way through the system easily?
Was the order of prompts easy to understand?
Was any wording very difficult to understand?
What did you find most difficult?
What was the most inviting aspect of this IVR Interactive Voice Response system?
Other thoughts?
Thank you.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
e-mail: kwright@sim-phony.com
http://www.sim-phony.com
69. e-Commerce Depends on IVR Interactive Voice Response
e-Commerce Depends on IVR Interactive Voice Response
e-Commerce means commerce supported by electronic technology. This includes the ubiquitous telephone. How can we
exploit its convenience, low-cost, and user familiarity for effective commercial applications?
Many organizations seek to reduce the burden of costly customer service staff by using telephone automation.
For example, upon calling a credit card support number, the customer hears a recorded request, such as "Please enter
your account number." The customer enters the digits using the telephone keypad. The recorded voice then offers
options like, "To learn your current balance, press 1. To hear the last 10 transactions, press 2." and so forth.
Last in the list of options, you hear "To speak to a customer representative, please press 0."
The bane of such IVR (Interactive Voice Response) systems occurs when the caller presses the "0" button. Because
when the customer service representative (CSR) speaks with the caller, they start the "cost-meter." Each second
carries a significant loaded labor rate. Some of our corporate customers have indicated that every second they
save on the average length of a call means a saving of $120,000 a year. Where CSR employees number in the thousands,
savings per second have been reported at a million dollars a year! (Yes, we were surprised, too.)
Given these incentives, organizations seek every opportunity to enhance the efficiency of their CSR and IVR systems.
The CSR can work more efficiently when managers ensure their computer interface incorporates ergonomic or human
factors principles of design (Schaffer, 1998). The IVR can work more efficiently – and keep customers from pressing
the dreaded "0" button – by adoption of ergonomic design, as well. Note that the IVR is the first line of
"expensedefense". Failure of the IVR to assist the caller starts the clock for the more considerable CSR expense.
Can we ensure against such failure?
If you, a risk-averse manager, had a chance to purchase insurance that guaranteed the efficacy of your IVR
(Interactive Voice Response) systems what would you pay? Would you spend a "person-week" on it? Or even two or
three such weeks for a large and sophisticated system? Peanuts, you might reply, when thinking of the person years
you have already committed.
You invest in such insurance when you include "usability testing" in your IVR development cycle. Furthermore,
the earlier you test, the less costly the insurance. This article will show you what’s involved and even empower
your team to try it themselves. But first, let’s examine the alternatives you may have already tried.
Alternatives to Early Testing. Some IVR consultants make an interesting suggestion, based on the fact that
frustrated callers will at some point quit the IVR protocol, call back, and then select the "rotary telephone"
option given at the top of the your IVR menu. This option immediately connects the caller with the CSR
because,presumably, the telephone lacks push-button tone technology. However, it has now become an expensive
"by-pass" operation, neutralizing your IVR investment and accelerating your CSR costs. Obviously, you want to
monitor this symptom. By using caller ID your IVR team can see who is dialing back. If they see such repeat calls,
then they know your IVR has obstacles. If you have 800 or 900 access, your team can do similar analysis via the ANI.
An additional strategy would be to record data on each call. On the one hand, your team could audio-tape all
calls (with warning to the caller that calls are monitored for quality control purposes). Your team would analyze
the non-completed calls and find problems based on the sequence of IVR prompts, the tones of the entered options,
and even uncomplimentary comments uttered by callers. On the other hand, your team could use software to log the
number of times a given caller repeated a menu prompt without making a selection. Log other actions such as the
menu item on which callers hang up, the length of pauses (i.e., confusing options), and repetitions from the same
caller ID or ANI.
In all the above cases, note that you must have already constructed the IVR Interactive Voice Response) system
to learn where the problems exist.
In truth, this isn't insurance. And until you've made changes, it's pure risk exposure. Furthermore, system re-work
costs far more than design testing.
Types of Testing If the idea of testing has captured your attention, let's discuss the degree of "fidelity" of such
testing. Audiophiles and television home theatre consumers hotly debate issues of lo-fi and hi-fi equipment.
Likewise, questions of low-fidelity testing vs. high-fidelity testing intrigues usability experts, as well.
Several IVR researchers at GTE Laboratories, Inc. investigated the pros and cons of high-fidelity prototyping of
an IVR system (Virzi, Sokolov, Karis, 1996). Their report provides instructive inspiration for low-fidelity testing
and your consequent low-cost insurance program!
Their high-fidelity version of an IVR system included seven databases, over 500 sound files, and took two months to
develop. It was an operational IVR system using an Apple Macintosh, but a mockup nonetheless. It used digitally
recorded speech, and allowed caller identification, call screening, and automatic callback. The low-fidelity version
used the "Wizard of Oz" technique in which one experimenter played the part of the computer, reading aloud what the
computer would say. Subjects sat in the same room, and indicated which button they pressed in response to the
statements. Ten college-age subjects performed the hi-fi tests, and another 10 did the lo-fi. All subjects received
instruction to "think out loud" during the interaction. The sessions were videotaped.
We've already given you the punch line: the low-fidelity test performed as well as the high fidelity test. In fact,
the researchers recommended "we would not have spent the time and effort to build a high-fidelity prototype" if their
only goal was usability testing. (The project did have other goals.) "In fact this is how we currently design IVR
systems in practice." To encourage you in future analyses, here are some of the measures that showed group
equivalency. First, the experimenters identified 21 problems with the IVR interface. Comparing the two groups,
they found no differences in... the types of problems the subjects uncovered – the hi-fi group found 19 problems,
the lo-fi found 20.
Sensitivity of the tests – the number of subjects locating each problem was about the same for each group
severity of the problems – "eye ball" examination revealed no striking differences in the ability of the lo-fi
group to uncover severe problems (both groups uncovered nearly all the problems)
The authors list issues for which a high fidelity prototype can be useful. However, mockups limited to specific
questions could serve, as well. A prototype or mockup can test...
intelligibility of the selected voice or speech synthesis
concatenation of prompts by the caller
time to complete menu selections and other performance measures
display characteristics (e.g., font, images, colors)
marketing personnel reactions (they like to see verisimilitude – the real thing!)
Furthermore, investment in a prototype can enhance... demonstrations for marketing purposes uncovering
specifications that may not otherwise be obvious.
Review of features and functions for documentation and training design purposes.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
eMail: kwright@sim-phony.com
http://www.sim-phony.com
70. IVR Interactive Voice Response Hosting Facilities
IVR Interactive Voice Response Hosting Facilities
IVR Interactive Voice Response Hosting Facilities.
As a part of the 151 Front Street community we have built our data centre in one of the
most security conscious buildings in Canada. Our data and telecom networks have been
specifically designed to provide flawless operation, in these high-security facilities, with
the scalability, safety and flexibility our client’s insist on for their business critical strategy.
Structural and Infrastructure Details.
151 Front Street is widely recognized as the predominant telecommunications and data carrier facility
in Canada, offering one the most secure environments for business critical communications.
151 Front's meet-me room provides a centralized fiber aggregation point for tenants
of 151 Front Street to interconnect their fiber optic networks to each other.
More than 5,000 strands of fiber connect the external and internal networks
of over 150 companies.
7x24 building-managed security allows tenants to access their equipment
with the speed and efficiency that customers require of critical network services.
Features:
» FM 200 fire-suppression
» Perimeter water detection system
» 4 CCTV Security Cameras
» Honeywell entry / exit access control
» Diverse riser access
Within our own facilities in co-location at 151 Front Street, we offer an N+1 redundancy
infrastructure, continually monitored by our internally designed I-Net Manager system.
151 Front Street Hosting Facilities Overview
Redundancy:
Using multiple carriers to supply T1 service affords us a fully redundant in and out bound
transport for our client’s telecom traffic, with variable pricing to ensure the best price
performance ratio.
With a Harris ™ Telco Grade switch handling in and out bound services switching to an
identically programmed IVR cluster bank ensure our clients applications are operational.
Should one carrier circuit or IVR server become inoperative the switch routes traffic to a
fail over circuit or IVR to give the maximum operational up time.
Data Network Security:
All of our managed servers are behind a NetScreen™ 100/VPN Appliance. Any client
requirements for direct access to the servers is provided through secure VPN access
either site–to-site or client based.
The Data cluster and IVR servers are maintained and secured behind the Firewall, with no
ports opened to the external Internet to ensure another level of security.
Databases and Data Backup:
All databases are stored in a fully redundant RAID compliant cluster. All data is backed up
daily to ensure against loss of critical information. This system allows us to ensure that
business critical data is available for the IVR switches, the Web server cluster, and the
Web based reporting system.
Clients can conveniently access system and customized reports through any Internet
enabled PC via a secured client web site using SSL (requires certificate).
Our clients are able to have reports batched and sent, or have access to their specific
business reports at their convenience.
Simplified Telephony Solutions builds the Best IVR Interactive Voice Response systems
and applications on Google today. We provide you with everything you need from custom
applications to our industry leading do-it-yourself CCP-IVR Interactive Voice Response
self development platform.
Simplifying the sophisticated to benefit your business!
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
71. 151 Front Street IVR Interactive Voice Response Hosting Facilities.
151 Front Street IVR Interactive Voice Response Hosting Facilities Overview
IVR Interactive Voice Response Hosting Facilities Overview.
As a part of the 151 Front Street community we have built our data centre in one of the
most security conscious buildings in Canada. Our data and telecom networks have been
specifically designed to provide flawless operation, in these high-security facilities, with
the scalability, safety and flexibility our client’s insist on for their business critical strategy.
Structural and Infrastructure Details.
151 Front Street is widely recognized as the predominant telecommunications and data
carrier facility in Canada, offering one the most secure environments for business critical
communications.
Security Features
» 24x7 manned security.
» CCTV cameras installed to monitor perimeter & common areas of the building.
» Card readers in elevator cabs in operation 24 hours.
» Building Telecommunication risers & MMR facilities electronically monitored 24 hours.
» Optical entrance turnstiles enable controlled access.
151 Front Street Hosting Facilities Overview
Network Connectivity
151 Front is at the heart of every major provider’s network. Home in some way to
all facilities-based telecommunications carriers in Canada, 151 Front boasts
unparalleled network connectivity.
Primary Hub Site of Canada's facilities-based telecommunications carriers.
Over 25 fiber-optic cable entrances into 151 Front ensure network diversity and business
continuity. This infrastructure and the “Meet-me Room” facilities provides us with connectivity
to all of Canada’s major telecom providers, allowing us to offer unparalleled redundancy and
flexibility in our IVR Interactive Voice Response services to our customers.
Simplified Telephony Solutions builds the Best IVR Interactive Voice Response systems
and applications on Google today. We provide you with everything you need from custom
applications to our industry leading do-it-yourself CCP-IVR Interactive Voice Response
self development platform.
Simplifying the sophisticated to benefit your business!
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
72. IVR Interactive Voice Response Solutions
IVR Interactive Voice Response Solutions
We invite you to browse our IVR Interactive Voice Response web site and discover what
our customers already know.
IVR Interactive Voice Response installations can be daunting.
We have an incredible knack for simplifying IVR IVR Interactive Voice Response implementaion
to benefit your business.
We supply everything you need in an IVR Interactive Voice Response solution from custom applications
to a do it yoursrlf IVR Interactive Voice Response package with a GUI interface to build your own
IVR systems and we provide the traing to help you..
Simplified Telephony Solutions builds the Best IVR Interactive Voice Response systems
and applications on Google today. We provide you with everything you need from custom
applications to our industry leading do-it-yourself CCP-IVR Interactive Voice Response
self development platform.
Simplifying the sophisticated to benefit your business!
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
73. Jun 09 08 IVR Interactive Voice Response
IVR Interactive Voice Response
Simplified Telephony Solutions offers a complete range of products and services and delivers database-driven
IVR Interactive Voice Response Systems that will transform your business. Our primary focus is on helping our
clients become fully responsive to their customers' needs - resulting in increased customer loyalty, retention, and
profit. Simplified Telephony Solutions will help you capitalize on the value of your accumulated infrastructure,
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We specialize in installing IVR Interactive Voice Response Systems, OnC@ll ACD Web Call Centres, SVR
Simplified Voice Disaster Recovery and e-Business solutions utilizing both packaged and custom-developed
solutions.
Focusing on the need to quickly discern the scope of e-Business applications, Simplified Telephony Solutions'
senior business consultants begin by helping our clients identify, validate, and align their business objectives
with functional application requirements.
Once we have scoped the engagement, a Project Execution Plan is created which emphasizes resources, schedules
and costs. Our consultants architect a solution that ensures a successful installation, and then work with our
developers to rapidly construct a system. We develop a migration strategy and then build a solution that works
for your company.
Typical deliverables include:
Proposal - Total Investment
Development Plan – Starts upon completion of agreement
1.Design Review
Initial call
Prototype to be ready by end of 4th week
Internal demo available end of 5th week
System delivery to Alcas end of week 6
2. Test Plan
QA Prelim test – Week 3 & 4
Final test week 6
Site install end of week 6 to 7
3. Engineering Release
Completed for install end of week 6
4. Deliverable
Completed system
Computer Telephony Systems Integration
When it comes to linking front office applications with back office data - Simplified Telephony Solutions provides
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Custom Applications Development
At Simplified Telephony Solutions we design and incorporate front office applications with back office data -
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In a world where fast turn-around is essential to winning business Simplified Telephony Solutions is able to provide
the solution for enabling your business to present "one face to the customer".
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
74. IVR Interactive Voice Response
IVR Interactive Voice Response - Jump onto the next big wave with Simplified Telephony Solutions.
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Visit our News, Products, and Services sections to find out how your customers can benefit from our focus on
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Simplified Telephony Solutions has a comprehensive system of powerful, enterprise-class solutions, including
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Simplified Telephony Solutions IVR Interactive Voice Response systems are designed to enhance the efficiency
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These features reduce business costs and can dramatically improve customer satisfaction. Simplified Telephony
Solutions IVR Interactive Voice Response solutions offers ease of installation, configuration and application
hosting because it is constructed specifically to exploit the power of IP-based communications.
Simplified Telephony Solutions builds and installs the best IVR Interactive Voice Response systems on Google.
If you can think it, we can build it. IVR Interactive Voice Response technology.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
75. CTL IVR Interactive Voice Response Solutions
CTL IVR Interactive Voice Response Solutions
IVR Interactive Voice Response Confirm-IT™ is an advanced, powerful booking & appointment confirmation
tool designed to streamline and automate today's business. Developed to be easy-to-use, robust, and provide
appointment bookings and confirmation. This unique application tool will increase business productivity. IVR
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To find out more about IVR Interactive Voice Response Confirm-IT™ or if you are interested in becomming a
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Sim-phony provides a wide array of custom IVR Interactive Voice Response development services ...
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and
Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
76. Sim-phony’s IVR Interactive Voice Response Services
Sim-phony’s IVR Interactive Voice Response Services
Whether you need assistance with a large IVR Interactive Voice Response installation, critical support
for your customers or help with developing an IVR Interactive Voice Response custom solution for your
business Sim-phony is your business partner. We will go the extra mile to help because at Sim-phony
we understand the connection between satisfied customers and a successful business. Both yours and ours.
Take a look below for some helpful Sim-phony services.
Installation
Sim-phony engineers are available to assist with difficult or important IVR Interactive Voice Response ...
Support
Sim-phony is continually striving to improve its IVR Interactive Voice Response support ...
Customization
Sim-phony provides a wide array of custom IVR Interactive Voice Response development services ...
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
77. IVR Interactive Voice Response - Jump onto the next big wave with Simplified Telephony Solutions
IVR Interactive Voice Response - Jump onto the next big wave with Simplified Telephony Solutions.
A Trusted Value Added Channel Partner - IVR Interactive Voice Response
Click Here: for a Free IVR Analysis and Quote Today
Visit our News, Products, and Services sections to find out how your customers can benefit from
our focus on Small & Medium business IVR Interactive Voice Response communication solutions.
Click Here:
Our Mission
To be your preferred channel partner in high value IVR Interactive Voice Response solutions for
SMB companies.
Company Profile
Simplified Telephony Solutions, head quartered in Canada's Silicon Valley, is a channel source
for convergence software solutions, IVR Interactive Voice Response & services that empower SMB
productivity and integrate with most popular PBX's. We delivery robust, powerful
IVR Interactive Voice Response business process enhancements for all kinds of businesses
and provide our partners with the necessary skilled resources in database engineering
web interface development, network troubleshooting, and telecommunication integration support
to tackle any size IVR Interactive Voice Response project.
SIM-PHONY's unique full service channel model includes exclusive technologies from world
leading software companies that provide our partners with powerful high value IVR
Interactive Voice Response solutions or optionally "software as a service" functionality
delivered through our world class hosting facilities located at 151 Front Street,Toronto.
The entire focus of Sim-phony is to provide the people who use the IVR system with
power and versatility at the touch of a key. The Windows drag and drop interface
makes changes effortless and quick without having to shut down the IVR system while
its powerful application development foundation makes sure you won't get left behind.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
Click Here: for a Free IVR Analysis and Quote Today
78. Simplified's Powerful IVR Interactive Voice Response System
Simplified's Powerful IVR Interactive Voice Response System
Simplified Telephony Solutions provides a wide array of custom development
IVR Interactive Voice Response services for those wishing to have us build
and install an IVR applications in their business. Those who want to build their
own custom IVR application can utilize the powerful potential of our
new unique CameleonIVR System.
Whether its a new IVR application or an add-on to an existing IVR system
Simplified can use its powerful development platforms to build almost any
computer telephony IVR application at extremely competitive prices.
Key Benefits:
If you're contemplating purchasing one of our powerful IVR Interactive Voice
Response platforms you will find it extremely easy to add custom
IVR development to help your business blow the competition away.
Capabilities:
When it comes to powerful rapid IVR application development no one can compare
with Simplified. One of the secrets behind our IVR Interactive Voice Response
products' power is their openness.
With its pre-built computer telephony functions and the ability to create custom
functions, call Dynamic Link Libraries (DLL's), write SQL and embed ActiveX
objects it's in a class all its own.
And did we mention its an enterprise level telephony development IVR platform
capable of large scale applications.
Whether you need a stand alone solution or an integrated PBX/Call Center
IVR solution in an analog, T1, VoIP or PRI ISDN environment anything that can
be developed on our IVR platforms can be integrated to work seamlessly with
your IVR applications. Now that's power!
If you can think it, we can build it.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
79. Get your Free IVR Interactive Voice Response Analysis and Quote Today
Get your Free IVR Interactive Voice Response Analysis and Quote Today
Powerful IVR Interactive Voice Response Technology
We deliver the best, most powerful, affordable, and easy to use IVR solutions.
Configurable IVR is everything you might expect in a first-class, state-of-the art,
Interactive Voice Response System in today's fast-paced world. Extremely flexible,
in both size and technical capabilities.
Configurable IVR has been developed specifically to grow with your organizations
ever changing needs. No IVR system is easier to install, support, learn and use.
The entire focus of Sim-phony is to provide the people who use the IVR system with
power and versatility at the touch of a key. The Windows drag and drop interface
makes changes effortless and quick without having to shut down the IVR system while
its powerful application development foundation makes sure you won't get left behind.
Click Here: for a Free IVR Analysis and Quote Today
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
80. The CTL IVR Solution
The CTL IVR Solution
IVR VoiceSupport™ Lx-Lite
The IVR VoiceSupport™ Lx-Lite for small and medium business (SMB) is our IVR offering with options that can be enabled
to provide the most enhanced features. The base IVR voice mail and automated attendant solution will facilitate all your
communications needs.
The IVR VoiceSupport™ Lx-Lite leverages the Linux operating system for its strong performance and reliability, in addition to
minimizing overall costs. The IVR VoiceSupport™ Lx-Lite is the most cost-effective and full-featured unified communications solution
on the market today and can be integrated with virtually any phone system.
IVR Voice Mail with Auto Attendant (Flexible!)
The IVR VoiceSupport™ Lx-Lite’s Voice Mail is the most dynamic and feature-rich messaging solution designed to satisfy the most demanding owner users.
Subscribers and callers can stay in touch with each other from any place, at any time.
The IVR VoiceSupport™ Lx-Lite’s IVR Automated Attendant greets callers with a prerecorded message based on your organization’s time schedules e.g.,
weekends, after hours, holidays, inclement weather closures, etc. The endless flexibility
allows your callers to be quickly and efficiently routed with minimal human intervention.
Advanced Features and Benefits (Empower YOU!)
IVR Unified Communications
Allows users to access their voice, fax, and Email messages in their Microsoft Exchange/Outlook client or any IMAP4 compliant Email server.
IVR Text-to-Speech
Users can listen to their own Email over the telephone. The user can then decide to save it, delete it, or forward it to a co-worker. The user can even record a voice
message reply which will go back to the sender as a .WAV file
Email attachment.
IVR Desktop Call Control
Provides each LAN user with a screen-pop of options for every incoming call. The screen-pop shows the caller ID
of the incoming call, and if it matches a telephone number in the user’s Email Contact List, it will show the caller’s name.
The user can choose to take the call, transfer it to another extension, put the call on hold, or send the caller to voice mail.
IVR Fax Server
Desktop IVR Fax enables any LAN user to send any document from any application, maximizing user productivity.
ny document that can be printed can be faxed out using the IVR VoiceSupport™ Lx-Lite fax ports. IVR Fax Mail enables
a caller to send a fax directly into a subscriber’s mailbox. When the subscribers access their mailbox (Local or Remote),
they have the option of sending the fax to a fax machine, forwarding it to another subscriber, saving it or deleting it.
Fax-On-Demand enables callers to request that documents be routed to their fax machine or IVR unified communications
inbox for viewing, independent of time zones, 24/7/365.
IVR Web Administration
System Administration of the IVR VoiceSupport™ Lx-Lite can take place on site or from a remote location. Any workstation connected to a network can access
the user interface which provides menu driven choices for installing, configuring, and managing the IVR voice mail system.
Fill out our Information Request Form for more information
on how Simplified Telephony Solutions can benefit you business.
Click Here:
regards
Ken Wright
IVR Specialist
Tel: 1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
81. IVR VOICE DISASTER RECOVERY
SIMPLIFIED IVR VOICE DISASTER RECOVERY!
Simplified IVR Voice Disaster Recovery (IVR SVR) is a revolutionary service that will
protect your company with IVR SVR disaster recovery for your telephone system ensuring
Incoming calls are never missed during times of emergency!
Once protected with IVR SVR and your phone system fails, IVR SVR will mirror your
telephone infrastructure and route calls to your employees at alternate phone numbers
at their homes, cell phones, or wherever… only minutes after your primary phone system
or telephone lines have failed.
With IVR SVR there is no expensive equipment to buy, install, or maintain.
Low monthly payments keep the IVR SVR service in hot standby mode.
You pay for usage, only when IVR SVR is activated by you.
FACTS:
The most unpredictable cause of telecommunication failure is weather related.
Today 95% of organizations do not have a Voice Disaster Recovery Plan.
During the August 2003 Blackout on the Eastern Seaboard 99% of organizations.
shut down due to lack of available resources.
Battery Back-up and Generators are limited to usage time and do not work
during a true disaster situation such as uncontrollable factors like weather,
fire, terrorists attacks, auto accidents, severed telephone lines and
telephone carrier service disruption.
What is your Business Continuity Plan for the next disaster?
Fill out our Information Request Form for more information
on how Simplified Telephony Solutions and IVR SVR can benefit
your business. Click Here:
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
Skype: kenwright5933
http://www.sim-phony.com
82. SIMPLIFIED IVR VOICE DISASTER RECOVERY!
SIMPLIFIED IVR VOICE DISASTER RECOVERY!
Simplified IVR Voice Disaster Recovery (SVR) is a revolutionary service that will provide
your company with disaster recovery for your telephone system ensuring Incoming calls
are never missed during times of emergency!
Once protected with IVR SVR and your phone system fails, IVR SVR will mirror your telephone
infrastructure and route calls to your employees at alternate phone numbers - at their homes,
cell phones, or wherever… only minutes after your primary phone system or lines have failed.
With IVR SVR there is no expensive equipment to buy, install, or maintain.
Low monthly payments keep the IVR SVR service in hot standby mode.
You pay for usage, only when IVR SVR is activated by you.
Key Benefits:
Enhance and augment your Business Continuity Plan
Stay in touch with your employees, customers and clients
Ensure that your customers can reach your business and employees at all times
Eliminate or minimize costly down time
24/7 protection.
Eliminate the need for in-house expertise
No Technological Risk associated with new hardware or software
No investment in expensive hardware, software or telephone lines
What is your revenue loss per day/hour/minute during a disaster?
If a disaster occurred that shut down your facility today, how would your
organization maintain Voice Communications with your clients and employees?
What is your business recovery plan when you cannot use your facility?
Your business lifeline is your voice communication services. What steps has
your organization taken to protect your investment and revenue?
Fill out our Information Request Form for more information
on how Simplified Telephony Solutions can benefit you business.
Click here to get a Free IVR SVR Analysis and quote
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
83. IVR ACD OnC@ll Customer Service ... Anywhere!
IVR ACD OnC@ll Customer Service ... Anywhere!
IVR ACD OnC@ll is a distributed call center application for voice and IP environments and was developed to help leverage different skill sets and locations into more efficient customer service.
IVR ACD OnC@ll works from any global location. It is ideal for distributed agents and supervisors with its fully integrated web interface.
The IVR ACD’s non-proprietary, platform-independent software is unlike the multi-server hardware systems from proprietary vendors.
IVR ACD OnC@ll unified interaction control interface enables agents and remote agents to manage calls and interactions from the desktop, and get more done in less time.
IVR ACD OnC@ll provides all the tools needed to make your business run smoothly:
• The manageability and control of information to provide supervisors and managers with real-time decision support.
• The capability to add new services such as IVR Interactive Voice Response, call recording or CRM integration that greatly enhances customer satisfaction.
Improve your contact center operations with real-time quality monitoring, performance management tools, system and agent reporting, interaction tracking, multi-site routing, and plenty of integration options.
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
1-800-387-5988 ext 326
Skype: kenwright5933
http://www.sim-phony.com
84. CCP IVR - Cameleon Communications Platform!
CCP IVR - Cameleon Communications Platform!
You won't believe it's so easy!
Get you Free IVR Analysis and Quote Today Click Here:
Cameleon IVR is everything you might expect in a first-class,
state-of-the art, IVR Interactive Voice Response System.
Extremely flexible, in both size and technical capabilities,
Cameleon IVR has been developed specifically to grow with an
organization's ever changing needs. No IVR system is easier
to install, to support, to learn and to use. The entire focus
of Sim-phony is to provide power and versatility at the touch
of a key.
The Windows drag and drop interface makes changes effortless
and quick without having to shut down the system while it's powerful
application development foundation makes sure you won't get left behind.
For some of our IVR Interactive Voice Response customers. Click Here:
Enhance your service to customers, business partners, vendors and
employees by making your database accessible 24/7 using
this flexible and powerful IVR Interactive Voice System.
Key Benefits:
Dealer or End-user Configurable with no Programming
Unlimited Call Flows
Each Call Flow can be uniquely and individually designed
Scalable and Flexible Design
Speech Recognition, Text-to-Speech Capable
Automatic Call Routing using DNIS and Caller ID
Intelligent Routing of Multiple Applications
Fax, Web and Email Interface Capable
Seamless PBX integration
-..(Nortel Meridian & Norstar, Mitel, NEC, Avaya DEFINITY,
Siemens Rolm, Hicom
Runs on Windows 2003/XP and Linux operating systems
T1, ISDN, E1, VoIP or Analog lines
Network compliant
Dealer or End-user Programmable
Redundant configuration available for mission critical applications
Software license server available to manage many locations
from one central server.
IVR Interactive Voice Response An advantage for your business!
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
Skype: kenwright5933
http://www.sim-phony.com
85. IVR Interactive Voice Response OnC@ll ACD
IVR Interactive Voice Response OnC@ll ACD
Reporting Features:
Agent Reporting: track the number of calls and minutes used online by each
agent. Ideal for salary reconciliation.
Call Detail Records: to track online usage for billing purposes.
Client Usage: track the origin of calls and associating accounts.
Custom Reports: to detail required or specific information.
Key Features:
Automatic Call Routing to Queues using the Dialed Number
Integration with all major PBX platforms (Nortel Meridian, Norstar,
Mitel, NEC, -..Avaya DEFINITY, Siemens, Rolm, Hicom).
Agent Reporting - track the number of calls and minutes used online
by each agent. -..Ideal for salary reconciliation.
Inbound and Outbound Call Detail Records - to track online usage
for billing -..purposes.
Call recovery for calls sent to logged in agents who have left their desk.
Agent log-in to multiple queues.
Routes inbound calls up to a maximum of 300 customer support representatives.
Integrated IVR Interactive Voice Response environment (Configurable CCP-IVR)
allows unparalled cababilities. -..Allowing you to customize or add any
feature you would require including Agent -..screen pop.
Compatible with all major operating systems.
CRM platform independent.
100% Network Compliant T1, ISDN, E1 or Analog lines.
Besides the obvious advantage of minimal overhead, distributed agent solutions
offer the greatest flexibility for expanding operations. Geographic flexibility
and convenience make it easier for you to provide extended and 24-hour
coverage. In addition, because there are no location restrictions,
you can recruit the most qualified, motivated people,
regardless of where they live.
Wherever your CSR's are located, they are brought together for callers by an
IVR Interactive Voice Responseautomatic call distribution system (ACD)
that routes calls and provides real-time management information on call
center operations.
IVR Interactive Voice Response OnC@ll ACD - An advantage for your business!
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
Skype: kenwright5933
http://www.sim-phony.com
86. IVR Interactive Voice Response OnC@ll ACD Customer Service ... Anywhere!
IVR Interactive Voice Response OnC@ll ACD Customer Service ... Anywhere!
IVR Interactive Voice Response OnC@ll is a distributed call center application
for voice and IP environments, and was developed to help leverage different skill
sets and locations into more efficient customer service.
IVR Interactive Voice Response OnC@ll works from any global location and is
ideal for distributed agents and supervisors with a fully integrated web interface.
Its non-proprietary, platform-independent software is unlike the multi-server
hardware systems from proprietary vendors.
IVR Interactive Voice Response OnC@ll's unified interaction control interface
enables agents and remote agents to manage calls and interactions from the desktop,
and get more done in less time.
IVR Interactive Voice Response OnC@ll provides all the tools needed to help
your business run smoothly:
• The manageability and control of information to provide supervisors and managers
with real-time decision support.
• The capability to add new services such as IVR Interactive Voice Response,
call recording or CRM integration that greatly enhances customer satisfaction.
Improve your contact center operations with real-time quality monitoring,
performance management tools, system and agent reporting, interaction tracking,
multi-site routing, and plenty of integration options.
Key Benefits:
IVR Interactive Voice Response OnC@ll is 100% compatible with the world's
top PBX telephone systems such as Avaya, Nortel, NEC, Siemens Rolm, etc
.
You can add additional applications to on OnC@ll such as IVR and call
recording and run them on the same server which greatly reduces your upfront
investment.
You get IVR Interactive Voice Response capability right out of the gate and
we've added recording features that let you monitor agents and archive calls.
The IVR Interactive Voice Response OnC@ll interface requires no technical
knowledge (just familiarity with using a web browser is all that is needed)
for users to launch and control calls, and much more. 24/7 operability
regards
Ken Wright
Tel: 905-715-7288 ext 326
Skype: kenwright5933
http://www.sim-phony.com
87. The focus of Simplified Telephony Solutions
The focus of Simplified Telephony Solutions is to continue to provide the best,
high-quality, leading edge technology for cost effective IVR Interactive Voice
Response solutions.
Our foundation is built on 100% customer satisfaction, guarantying all clients
direct access to company executives for questions and comments.
Our customers choose Simplified Telephony Solutions and continue to grow
with us because we are responsive, cost effective and dedicated to their
IVR Interactive Voice Response needs.
Simplified Telephony Solutions’ development portfolio includes full-featured,
flexible IVR Interactive Voice Response platforms, cutting edge Internet
applications, and comprehensive corporate information automation.
Simplified Telephony Solutions’s automation solutions enable enterprises
to leverage the power of centralized information incorporating leading edge
Web-based, database and telecommunication technologies to automate
and unify all the processes that involve interacting with and managing
ongoing IVR Interactive Voice Response relationships with customers,
partners and employees.
By simplifying the sophisticated and striving to stay on the leading edge
of IVR Interactive Voice Response technology, Simplified Telephony
Solutions has become a leader in providing effective real world IVR
Interactive Voice Response solutions that are easy to use and deliver
maximum value.
regards
Ken Wright
1-800-387-5988 x326
e-mail: kwright@sim-phony.com
http://www.sim-phony.com
88. Simplified Telephony is a closely held private corporation
Simplified Telephony Solutions Inc. is a closely held private corporation.
Simplified has brought together people experienced in telecommunications
since 1980 and a progressive, highly trained development staff, to create a
team with a solid foundation in providing innovative IVR Interactive Voice
Response business solutions.
Specific areas of expertise include:
computer telephony, the Internet, open systems, relational database development,
IVR Interactive Voice and corporate automation software.
Simplified Telephony Solutions has demonstrated growth, stability and a keen sensitivity
to the rapidly evolving world of telecommunications with the introduction of products
that are extremely powerful, full-featured and easy to use. True to our goal of
providing cost-effective IVR Interactive Voice Response and telecommunication solutions.
Applications may be purchased as a complete turnkey package, or be offered
as a service utilizing Simplified equipment and expertise. The Simplified
technical staff provide consulting services, training and ongoing support
through the Simplified Telephony Solutions Support Network.
regards
Ken Wright
1-800-387-5988 x326
email kwright@sim-phony.com
http://www.sim-phony.com
89. IVR Interactive Voice Response and a Truck Crash
What Does a Truck Crash have to do with an IVR Interactive Voice Response System?
Last year a tanker truck crashed on the Bay Bridge spilling its load of gasoline.
The gasoline ignited and the fire collapsed a portion of the Bay Bridge.
Repairs took months and the commute to work for 1,000’s of workers was
severely restricted.
San Francisco’s authorities are strongly recommending public transportation and
Working from Home.
Does your company have the tools for your employees to work from home?
All you need is a Simplified Telephony Solutions IVR Interactive Voice Response
System Call Center.
By installing an IVR Interactive Voice Response System Call Center in your business,
accessible through the internet and telephone lines, your employees can work from
the comfort of home or anywhere actually without losing touch with your customers.
A Simplified Telephony Solutions IVR Interactive Voice Response System
Call Center is a way for your company to reduce costs, increase productivity,
reduce carbon emissions and solve traffic congestion.
Imagine being able to work from home or from anywhere and report to work by
simply logging into the company’s Simplified Telephony Solutions IVR Interactive
Voice Response System Call Center. To find out more follow the link http://www.sim-phony.com
At http://www.sim-phony.com we have the solution to all your IVR Interactive Voice Response
System requirements.
live well expect success
Ken Wright
kwright@sim-phony.com
1-800-387-5988 x326
http://www.sim-phony.com
90. Simplified Telephony Solutions builds the best IVR Interactive Voice Response solutions.
Simplified Telephony Solutions builds the best IVR Interactive Voice Response solutions.
We provide everything you need from a sophisticated custom IVR application
to a do-it-yoursef IVR Interactive Voice Response System with GUI Interface and that's
not all we provide IVR training on line from the comfort of home or office.
regards
Ken Wright
SEO Specialist
Tel: 905-717-6696
Skype: kenwright5933
http://www.sim-phony.com
91. IVR | Interactive Voice Response Solutions
We invite you to browse our IVR web site and discover what our customers already know.
IVR Interactive Voice Response installs can be daunting.
We have an incredible knack for simplifying IVR implementaion to benefit your business.
We supply everything you need in an IVR solution from custom applications to a do it yoursrlf
IVR package with a GUI interface to build your own IVR system and IVR traing to help you..
Simplified Telephony Solutions builds superior IVR Interactive Voice Response systems
and applications. We provide you with everything you need from custom applications to our
industry leading do-it-yourself CCP-IVR Interactive Voice Response (IVR) self development platform.
Simplifying the sophisticated to benefit your business!
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
Skype: kenwright5933
http://www.sim-phony.com
92. IVR Interactive Voice Response Solutions
IVR Interactive Voice Response Solutions
An innovative combination of custom made and off the shelf IVR applications
with extended functionality and high availability is offered to our enterprise customers
and our customers in the telecoms operator market via Contarra's system integrator
partners and resellers.
Simplified Telephony Solutions is your Contarra Consultant in Canada.
Solution Examples
Voice Portal
Advanced IVR voice controlled applications providing access to information anytime,
anywhere by means of simple and reliable devices. Voice Portal is ideal for deployment
in Universal Messaging and voice-enabled eCommerce systems.
Comet
A turnkey multi-media product family offering a palette of smartly interconnecting IVR
components targeted at streamlining the entirety of corporate telecommunications.
Net Office
An IVR communications management system that works as a virtual personal assistant
It eliminates the need to publish multiple telephone, mobile and fax numbers and allows
users to manage incoming calls, faxes and messages anytime via the Internet.
IVR Voice Solutions
Our Service Integrators provide a suite of six standalone modules, each module
incorporating core voice enabled business functionality.
regards
Ken Wright
IVR Specialist
Tel: 905-715-7288 ext 326
Skype: kenwright5933
http://www.sim-phony.com
93. Technology Providers
Technology Providers
A number of software companies are active in the IVR Voice Portal area, including Tellme Networks and
Quack.com - companies dedicated to providing voice-based IVR access to Internet information to consumers.
Quack.com launched its service in March of 2000 and has since obtained the first overall voiceportal
patent[1]. Quack.com was acquired by AOL in 2000 and relaunched as AOL By Phone later that year.
Tellme Networks powers many large brand call centers and information services today. Nuance, the dominant
provider of IVR speech recognition and text-to-speech technology is starting to deliver voice portal
solutions. Other companies in this space include Apptera and Call Genie. Next to public Voice Portal services,
a number of technology companies, like Avaya and Simplified Telephony Solutions offer commercial enterprise
grade Voice Portal products to be used by e.g. Internet or Mobility ISP's to serve their clients.
regards
Ken Wright
SEO Specialist
Tel: 905-717-6696
Skype: kenwright5933
http://www.sim-phony.com
94. IVR Trends
Trends
Live-agent, IVR and Internet-based voice portals are converging, and the range of information they can
provide is expanding.
Live-agent portals are introducing greater automation through IVR speech recognition and text-to-speech
technology, in many cases providing fully-automated IVR service, while automated Internet-based portals
are adding operator fallback in premium services. The live-agent portals, which used to rely entirely on
pre-structured IVR databases holding specific types of information are expanding into more free-form
Internet access, while the Internet-based portals are adding pre-structured content to improve automation
of the more common types of request.
IVR Speech technology is starting to introduce Artificial Intelligence concepts that make it practical to
recognise a much broader range of utterances, learning from experience. This promises to make it practical
to greatly improve IVR speaker recognition rates and expand the range of information that can be provided
by an IVR voice portal.
Ken Wright
SEO Specialist
905-717-6696
Skype: kenwright5933
http://www.sim-phony.com
95. IVR Speech recognition
IVR Speech recognition
Most Internet users try a search term, scan results, then adjust the search term to eliminate irrelevant results.
They may take two or three quick decisions to get a list that they are confident will contain what they are
looking for. The equivalent approach is not practical when results are spoken live or IVR. It would take
far too long. IVR Speech recognition technology today matches what the caller says to a list of expected
utterances, with an upper limit of perhaps 10,000 possibilities. The IVR portal designers must therefore anticipate
what people may ask for, and provide question-and-answer dialogs so the caller can zero in on particular type
information. A sample IVR dialog could be "Are you looking for a type of business, a movie, traffic...?"
"Type of Business" "What type of business?" "Restaurant" "What type of restaurant?" "Chinese"
"Near which street junction, neighborhood or landmark? ...". Although this approach works, and can
be extremely useful for a caller from a mobile phone, IVR is far from the free-form "search for anything"
approach possible with a web search engine.
Ken Wright
SEO Specialist
http://www.sim-phony.com
96. Voice portals and IVR
Voice portals and IVR
The earliest form of voice portal is the telephone company Information service, staffed by live agents.
With the advent of competition, the range of information provided by IVR and live agents portals has
expanded far beyond telephone numbers to include a wide range of information including traffic, weather,
lists of restaurants, where a movie is playing, lottery results and so on. Some of the premium services
attempt to answer any question. The agent or IVR acts as an intermediary between the caller and the Internet.
Internet-based, automated voice portals IVR first appeared on the scene in 1999. Modern speech recognition
technology from Speechworks and Nuance was combined with Internet technologies such as IVR application
servers, with database technologies of various kinds and with IVR text-to-speech technologies to create a range
of IVR interactive voice response services from movie times to stock trading.
Current Limitations
Voice IVR is the most natural communication medium, but the information that can be provided is limited
compared to visual media.
Ken Wright
SEO Specialist
http://www.sim-phony.com
97. (DTMF) signaling and IVR
(DTMF) signaling and IVR
Dual-tone multi-frequency (DTMF) signaling is used for telephone signaling over the line
in the voice-frequency band to the call switching center to the IVR System. The version of DTMF
used for telephone tone dialing is known by the trademarked term Touch-Tone, and is standardized
by ITU-T Recommendation Q.23. Other multi-frequency systems are used for signaling internal
to the telephone network and forwarded to the IVR System.
As a method of in-band signaling, DTMF tones are used by IVR Systems and were also used by
cable television broadcasters to indicate the start and stop times of local commercial insertion points
during station breaks for the benefit of cable companies. Until better out-of-band signaling equipment
was developed in the 1990s, fast, unacknowledged, and loud DTMF tone sequences could be heard
during the commercial breaks of cable channels in the United States and Canada.
Ken Wright
SEO Specialist
http://www.sim-phony.com
98. Criticism of IVR Interactive Voice Response
Criticism of IVR Interactive Voice Response
IVR is often criticized for not being helpful and difficult to use due to poor design and lack of appreciation
of the caller's needs. Some callers object to providing voice a response to an automated IVR system and prefer
speaking with a human respondent.
A properly designed IVR should provide for the caller's needs promptly and with a minimum of complexity.
Ken Wright
SEO Specialist
http://www.sim-phony.com
99. IVR Technologies used
Technologies used
DTMF signals (entered from the telephone keypad) and natural language speech recognition
interpret the caller's response to voice prompts.
Other technologies include the ability to speak complex and dynamic information such as an e-mail,
news report or weather information using Text-To-Speech (TTS). TTS is computer generated synthesized
speech that is no longer the robotic voice generally associated with computers. Real voices create the speech
in tiny fragments that are spliced together (concatenated) before being played to the caller.
An IVR can be utilized in several different ways:
IVR server installed on the customer premise
Equipment installed in the PSTN (Public Switched Telephone Network)
IVR Hosting data centers.
Many business applications employ this technology including telephone banking, order placement,
caller identification and routing, balance inquiry, and airline ticket booking.
A simple Voicemail system is different from an IVR in that it is person to person whereas an IVR is person
to computer. IVR Voiceforms can be used to provide a more complex voicemail experience to the caller.
For example, the IVR could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded.
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An Automatic Call Distributor (ACD) is often the first point of contact when calling many larger businesses.
An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without prompting
for input. An IVR can play announcements and request an input from the caller. This information can be used to route
the call to a particular skillset. (A skillset is a function applied to a group of callcentre agents with a particular skill)
IVR Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller.
Information can be obtained from the caller such as account numbers. Answers to simple questions such as account balances
or pre-recorded information can be provided without operator intervention. Account numbers from the IVR are often
compared to caller ID data for security reasons and additional IVR responses are required if the caller ID data does
not match the account record.
IVR call flows are created in a variety of ways. A traditional IVR depended upon proprietary programming or scripting
languages, whereas modern IVR applications are structured similar to WWW pages, using VoiceXML, SALT or T-XML
languages. The ability to use XML developed applications allows a Web server to act as an application server,
freeing the developer to focus on the call flow. It was widely believed that developers would no longer require specialized
programming skills, however this has been proven to be misguided as IVR applications need to understand the human
reaction to the application dialogue. This is the difference between a good user experience and IVR hell.
Higher level IVR development tools are available in recent years to further simplify the application development process.
A call flow diagram can be draw with a GUI tool and the application code (VoiceXML or SALT) can be automatically
generated. In addition, these tools normally provide extension mechanisms for software integration, such as HTTP
interface to web site and Java interface for connecting to a database.
In telecommunications, an audio response unit (ARU) is a device that provides synthesized voice responses to touch-tone
keypresses (DTMF) by processing calls based on (a) the call-originator input, (b) information received from a database,
and (c) information in the incoming call, such as the time of day.
ARUs increase the number of information calls handled and to provide consistent quality in information retrieval.
Ken Wright
SEO Specialist
http://www.sim-phony.com
100. Typical IVR (Interactive Voice Response) uses
Typical IVR (Interactive Voice Response) uses
IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience.
Examples of typical IVR applications are: telephone banking, televoting, and credit card transactions.
Large companies use IVR services to extend the business hours of operation. The use of the VUI
(Voice User Interface) is designed to match the customer experience of the web interface. Companies
have realised that access to voice services is impulsive and readily available. This is due to the high penetration of mobile phones.
Call centers use IVR systems to identify and segment callers. The ability to identify customers
allows the ability to tailor services according to the customer profile. It also allows the option of choosing
automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose
an automated service, or request a callback. (At a suitable time and telephone number) The use of
CTI(Computer Telephone Integration) will allow the IVR system to look up the CLI (Calling Line ID)
on a network database and identify the caller. This is currently accurate for about 80% of inbound calls,
but will increase as mobile phones become more popular. In the cases where CLI is withheld or unavailable
the caller can be asked to identify themselves by other methods such as a PIN or password. The use of DNIS
(Dialled number information services) will ensure that the correct application and language is executed by the IVR system.
Voice Activated Diallers.
(VAD) Voice activated IVR systems are now used to replace the switchboard
or PABX (Private Automatic Branch eXchange) operators. These are used in many hospitals and large businesses
to reduce the caller waiting time. An additional function is the ability to allow external callers to page hospital staff
and transfer the inbound call to the paged person.
Entertainment and information.
The largest installed IVR platforms are used for applications such as voting in
TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. IVR s
have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts,
crossword answers, and the whole spectrum of adult entertainment.
Anonymous Access.
IVR systems also allow callers to obtain data relatively anonymously. Hospitals and
Clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information
that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential
embarrassment of sensitive information or test results.
Clinical Trials.
IVR systems are used by large pharmaceutical companies to conduct global clinical trials and
manage the large volumes of data generated. The application used by the IVR in clinical trials is generally referred
to as a Voiceform application. The caller will respond to questions in their preferred language and their responses
will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include
patient randomization and drug supply management.
Ken Wright
SEO Specialist
http://www.sim-phony.com
101. Example usage of an IVR Interactive Voice Response System
Example usage of an IVR Interactive Voice Response System.
A caller dials a telephone number that is answered by an an IVR Interactive Voice Response
System. The IVR Interactive Voice Response System system executes
an IVR application which is tied to the number dialed DNIS (Dialed number information service).
As part of the IVR application, prerecorded audio files or dynamically generated Text to Speech (TTS) audio
explain the IVR options available to the caller. The caller is given the choice to select options using DTMF tones
or spoken words. Speech recognition is normally used to carry out more complex transactions and
simplifies the IVR application menu structure.
102. Typical uses of IVR Interactive Voice Response Systems
Typical uses of IVR Interactive Voice Response Systems
IVR Interactive Voice Response systems are typically used to service high call volumes, reduce cost
and improve the customer experience. Examples of typical IVR Interactive Voice Response applications
are: telephone banking, televoting, and credit card transactions.
Large companies use IVR Interactive Voice Response services to extend the business hours of operation.
The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface.
Companies have realised that access to voice services is impulsive and readily available due to the high
penetration of mobile phones.
103. IVR Interactive Voice Respomse
In telephony, interactive voice response, or IVR, is a phone technology ... Once constructed IVR systems generally scale well to handle large call volumes.
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