Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR technology is used extensively in telecommunication, but is also being introduced into automobile systems for hands-free operation. In telecommunications, IVR allows customers to service their own inquiries by following the instructions. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users 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 choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.
Avaya one of the market leaders in the IVR segment. Avaya’s offering in this market – Avaya Voice Portal – automates phone transactions and offers organizations the ability to evolve their self service architecture using the latest speech automation and voice technologies. It drives superior customer satisfaction by improving responsiveness in the contact center, and giving organizations an excellent return on investment through automation.
Avaya Auto-Attendant Application :
The Auto Attendant application demonstrates the automatic call handling capability in an auto attendant scenario using Avaya products. It internally uses Avaya Dialog Designer to control the options.
When a caller calls on a predefined number, this application automatically interacts with the him and asks which language the he would like to converse in, English or Japanese. The caller can make this selection by pressing on the button 1 for English or 2 for Japanese. And all further conversation happens in the language selected. Caller information is requested through playing prompts using Text-to-Speech and collected either using touch tone or speech driven menus. This application records the caller's information and collects the called party extension number. The extension number can either be entered directly by the caller, or the caller can just say the name of the person he is trying to reach. The application will automatically look up the database for the name and if a match is found will transfer the call to the person. Then the call control is transferred to the specified extension.
Technical Specifications :
Avaya Dialog Designer 5.0
Tomcat 6.0
Microsoft Speech SDK 5.1
Storm Codec 7.01.19
Languages Supported :
Japanese
English
Domains Targeted :
Telecom,
Banking,
Retail,
Industry
Call Placement using Voice Input :
This is an auto-attendant IVR application that first asks the caller to choose the language between English and Japanese and then takes the name and the company of the caller. It records this information in an audio file for future use. The caller is then asked to speak in the name of the person he wishes to talk to and the application completes this request and exits.
Call placement using manual extension entry :
Avaya Call Center Assistance Application
The Call Center Assistance application demonstrates the automatic call handling capability in an auto attendant scenario using Avaya products. It internally uses an Avaya Dialog Designer to control the options.
When a caller calls on a predefined number, this application automatically interacts with the caller and asks whether the caller is an existing customer. The caller can make this selection by pressing on the button 1 for “Existing Customer” or 2 for “Not a Customer”.
If the caller selects he is an existing customer, then the user is asked to key in his phone number. After the user has ended entering the number the application checks the database of Sugar CRM application and gets the name and id of the caller. The application announces the name of the caller and then if he is a valid contact (number entered matches some record in DB) in Sugar then its detail page is opened in a browser.
If the caller is not a customer then the application asks the user to speak his name which is then recorded and played back to user.
Technical Specifications :
Avaya Dialog Designer 5.0
Tomcat 6.0
Microsoft Speech SDK 5.1
Storm Codec 7.01.19
Languages Supported :
English
Domains Targeted :
Telecom,
Banking,
Retail,
Industry
Existing customers of Call Center :
This is a "Call Centre Assistance" IVR Application that asks the user to identify whether he is an existing user or a new user. If he is an existing user then the application asks him to key in his phone number. The application then automatically retrieves the client details information from the Sugar CRM contacts list and displays it to the call centre executive. So that by the time the application has transfered the call to the call centre executive, he already has the client information infront of him.
New customers of Call Center :
This is a "Call Centre Assistance" IVR Application that asks the user to identify whether he is an existing user or a new user. If he is a new user, then the application asks him to speak in his name and company name. The application records this information in an audio file for future use. It then informs the user that the call is being transfered to a call centre executive and exits.
For any Avaya - SugarCRM IVR customization, services or support requirement, contact us through businesssolutions@fideltech.com
