Interactive Voice Response (IVR) system
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20-09-2009, 03:50 PM


Interactive Voice Response (IVR) system


Abstract:

An Interactive Voice Response (IVR) system I

a computerized system that allows a person,

typically a telephone caller, to select an option from

a voice menu and perform transactions with a

computer system. This can be as simple as obtaining

account balances or as complex as performing

sophisticated transactions.

An IVR system plays a pre-recorded voice prompt

and the caller presses a number on a telephone

keypad to select the option, or speaks simple answers

such as yes, no, or numbers in response to the

voice prompts.

Database Systems Corp. (DSC) is a leading provider

of computer telephony integration products including

automated call answering services and IVR phone

systems. DSC turnkey IVR systems are composed of

Intel processors with embedded Windows OS from

Microsoft Corporation. These systems also include

Dialogic computer telephony boards.

DSC also provides complete Windows IVR software

that lets you develop your own call answering

applications. DSC can likewise perform custom ivr

application development for you. From simple to

complex phone applications, DSC personnel can

design, develop, test and implement your phone

campaign quickly and have your phone program in

place with a minimal amount of time

IVR Voice Messaging

IVR Applications Using Voice XML

IVR Voice XML Application

Services

Database Systems Corp. (DSC) is a leading

provider of computer telephony products

including interactive voice response solutions

using XML and VXML technology.

What Is IVR and VXML?

VoiceXML (VXML) is a format for

specifying interactive voice dialogues

between a human and a computer. This

standard allows IVR and voice applications

to be developed and deployed in a way

similar to how HTML is used for web

applications. Systems employing this

technology are sometimes referred to as

Voice Portals.

A common implementation is to deploy

banks of voice browsers attached to the

public switched telephone network so that

users can use a telephone to interact with

voice applications.

Our phone messaging services with VXML

messaging lets you automatically send phone

messages from your computer system to our phone

systems using VoiceXML Push logic. Our phone

systems can automatically access information from

your computer systems and web servers using XML

pull logic, retrieving web information and converting

this to voice.

Alerts can be automatically broadcast to systems

administrators or to an entire department based upon

an external event such as a power failure or system

failure. Other applications may be as simple as

wakeup calls or weather alerts that are triggered

automatically from your own computer systems or

websites.

Contact Database for a FREE analysis and to learn

more about our xml push software and automatic

messaging systems.

XML Pull Data Access

Database Systems Corp. supports XML Pull and Web

Information Access logic that enables our PACER

phone system to make external requests for

information via the internet. Using this technique,

callers can be given information maintained

anywhere on the web. Using our Text To Speech

application software, text information can be

retrieved via discreet messages to other web sites (or

servers) and this information converted into a phone

message that is automatically played to the caller.

Virtually any type of information can now be relayed

to a caller using our phone system.

Arlington Transit

ART - Arlington Transit operates within

Arlington County, Virginia,

supplementing Metrobus with smaller,

neighborhood-friendly vehicles and

providing access to Metrorail and Virginia

Railway Express (VRE). Most of ARTâ„¢s

state-of-the ART buses operate on cleanburning

natural gas; all have climate

control to keep you comfortable and

dependable schedules to keep you on

time. - commuterpage.com

ART uses our IVR application

technology including XML push to assist

commuters waiting for bus service.

While waiting for bus service, callers can

use their cell phone to call an 800

number published at a bus stop. They

enter the bus stop number on the phone

keypad and our service sends a query to

a central dispatch website retrieving

information about the next bus to arrive

at this particular stop. Data is pushed to

our phone system using VXML protocal

and is converted using our text to speech

program. This message in turn is played

to the caller, giving them the

approximate time of the next bus arrival.

The Benefits of XML Message

Broadcasting

The following are some of the benefits of our

XML Push phone messaging systems.

· Automating emergency notification

services

· Accessing large volumes of dynamic

information

· Processing simple notification and

reminder calls

· Extending hours of operation (24 by 7)

· Speeding response times to callers

· Expanding call capacity faster and at a

lower cost

· Providing multi-lingual message support

· Reducing the cost of service center

operations

XML Push Applications

These are just a few applications for XML

Push phone message services:

· Automatic Message Transmission

· Technical Assistance Alert

· Marketing Promotion Alert

· Student/Instructor Reminders

· Wake Up Service

· Appointment Reminders

· Power Outage Notification

· System Failure Alert

· Severe Weather Warnings

· Stock Alerts

· Relay Web data via XML Pull

· Disaster Alerts and Warnings

· Group Meeting Notifications

· Special Event Notification

· Wedding/Funeral Announcements

· And much more¦..

XML Pull Applications

These are just a few applications for XML pull

remote data access:

· Automatic Message Retrieval

· Technical Assistance Information

Access

· Access Customer Information

· Account Balance Information

· Email access and playback

· Sports Scores and Team Information

· Weather and Temperature Reports

· And much more¦..

Phone Message Service Features

· XML Standard Messages

· Client/Server Architecture

· Multiple messages in XML message

· Customized XML message processing

· Multiple phone number messaging

· Play Message and Prompt

· Call Outside Line and Transfer

· Connect Caller to Outside party

· Record Automatic Message and Store

· User Navigation and Selection

· Voice Mail

· Route Caller to Support Rep.

· Database Access and Update

· Text To Speech (TTS)

· Mix Messages and Text

· Response Logging and Reports

Digital IVR Systems

PACER Phone Systems

Digital T1 IVR Phone

Systems

Database Systems Corp. (DSC) is a leading

provider of automated call center phone systems

and outsourcing services including IVR phone

solutions.

An Interactive Voice Response (IVR)

processes inbound phone calls, plays recorded

messages including information extracted from

databases and the internet. It can then route calls

to either inhouse service agents or transfer the

caller to an outside extension. It enhances our

phone systemâ„¢s current robust features of

predictive dialing, ACD, and digital call

recording.

By responding to prompts provided by our IVR

system, callers can now receive any information

you choose to make available. Customer contact

centers in particular can become instantly more

productive by letting the phone system gather

caller information, verify caller identity, process

the callerâ„¢s request and, if necessary, determine

the best service representative to handle this

IVR Messaging Reports

request.

Our PACER phone system supports multiple

digital T1â„¢s with capacity from 24 to 500 phone

lines. These IVRS (IVR systems) can be

networked to provide call applications for

virtually any sized call center or phone

answering center. With our Open IVR network

approach, IVR applications can be developed on

separate servers that control the flow of

information and the transfer of inbound calls.

Contact DSC to learn more about our digital T1

IVR platform and outsourcing services.

Customer Profile - Go To Traffic

School

Go To Traffic School is the

Internetâ„¢s most popular online traffic

school course. We have online traffic

school programs for ticket dismissal,

insurance reduction, safe driver

points, and fleet driver safety

programs.

This program is best suited for those

who have received a traffic ticket and

would like to take traffic school

online so that the traffic ticket does

not appear on their record, those who

would like to lower their insurance

premiums, and those who need to

take a driver safety course for their

work. . - gototrafficschool.com

GoToTrafficSchool.com utilizes our

digital phone system to provide

automated IVR testing for their

students. Student enrollees can

complete their driving school tests

online or over the phone.

Digital IVR System Features

Our PACER digital IVR phone systems are

industrial quality computers and computer

telephony boards with Dialogic IVR from DSC.

We custom install your application at our facility

- simply plug in your digital phone lines and

follow our simple voice broadcasting installation

wizard.

Standard IVR System Features

· Industrial Quality PC (Monitor

Optional)

· Intel/Dialogic Telephony Card(s)

· 24 - 336 Digital Lines Per System

· Multiple Networked Systems Working

In Parallel

· Windows OS

· DSC Phone Software

· Multiple IVR Programs

· IVR Software

· Text To Speech Integration

· Touch Phone Navigation

· Hearing Impaired TDD / TTY Phone

device support

· Call Monitoring and Recording

· Message Forwarding

Options and Upgrades

· Customized IVR Software

· Concurrent Outbound Voice Broadcast

functionality

· LINUX, Unix, Windows Development

Kit

· Custom IVR Application Development

· XML Push Voice Messaging

· Professional Voice Over Messages

· CRM Expansion Option with Agent

Support

IVR Software Features

Our IVR software features a rich library of

routines that connect our computer systems with

our advanced call center phone systems. These

routines are used by our professional

programming staff to develop virtually any type

of phone campaign your organization requires. If

you have programmers on staff and wish to

develop your own applications, our online IVR

software manual is

available as well.

· Multiple Digital

T1 Line Support

(24 - 1000 lines)

· Networked IVR

Systems For Unlimited Growth

· Analog Solution (1 - 24 lines)

· IVR Client/Server Architecture

· 800 Number Systems and Toll Free

Systems

· 800 Answering Service

· DNIS Controlled

· Multiple IVR Scripts

· IVR Play Message and Prompt

· Automated Voice Response Phone Key

Input

· IVR EZTRAN Flow Control

· Database Access and Update

· Text To Speech Software (TTS)

· Mix IVR Messages and Text

· Play Music On Hold

· Call Outside Line and Transfer IVR Call

· Call Outside Line and Prompt for Input

· Connect Caller to Outside party

· Record IVR Caller Message and Store

· User Navigation and Selection

· IVR Voice Mail

· Route Caller to Selected IVR Agent

Groups

· T1 Predictive Dialer Support

· C or C++ IVR library

· IVR Response Logging and Reports

· Linux IVR Support

· Windows and Unix IVR Software

Analog IVR Systems

WIZARD Phone Systems

IVR Phone Systems

Database Systems Corp. (DSC) is a leading

provider of automated call center phone

systems and outsourcing services including

voice broadcasting.

DSC now offers an affordable and expandable

Interactive Voice Response (IVR) phone system.

Features include our easy to use IVR Wizard

software that leads you step by step through the

development of your own custom phone

applications. You can program your own system

or we can provide you with a custom IVR

application. These applications can be easily

ported to our digital T1 IVR system (PACER)

when your call volume requires a larger system.

IVR (Interactive Voice Response) is a

technology that automatically answers your

phone system with voice prompts and call

routing. IVR systems are very popular for

service and sales organizations, allowing

customers and prospects to call your

organization anytime of the day.

Using our trademarked IVR Wizard software,

phone applications can be developed in minutes.

IVR Reports

Complex surveys and call routing can be easily

developed using our software.

And if your organization grows and requires

digital T1 phone lines, your IVR applications

can be automatically transferred to our digital

IVR system known as the PACER phone

system.

Contact DSC to learn more about our WIZARD

IVR phone systems and outsourcing services.

Customer Profile - Sara Lee

Sara Lee Corporation is a global

manufacturer and marketer of highquality,

brand-name products for

consumers throughout the world. With

headquarters in Chicago, Sara Lee

Corporation has operations in 55

countries and markets branded products

in nearly 200 nations. The corporation

employs 145,800 people worldwide. Sara

Lee Corporationâ„¢s leading brand names

are household words around the globe.

Sara Leeâ„¢s preeminent brands are built

on consumer needs and expectations,

offering exceptional quality and value.

Sara Lee acquired an analog IVRS (IVR

systems) from Database Systems Corp. to

process after-hour orders for itâ„¢s clothing

and apparel line of products. Using simple

voice prompts, this system allows

consumers to place orders for these

clothing products without the need for a

sales representative. Orders are processed

the following business day.

Analog IVR System Features

Our WIZARD analog IVR phone systems are

new office environment computer telephony

systems. These systems are composed of PC and

Dialogic telephony boards. Our WIZARD phone

systems are NOT kits. We custom tailor each

system to meet your requirements and

thoroughly test your application at our facility.

When shipped to your location, simply plug in

your analog phone lines and this phone system is

ready to operate.

· New Office Environment PC

(Monitor Optional)

· New Intel/Dialogic Telephony Card(s)

· 4, 8, 12, 24, or 48 Analog Line

Configurations

· Windows OS

· DSC IVR Software

· Multiple Phone Programs

· Development Wizard

· Text To Speech Integration

· Touch Phone Navigation

· Information Service

· Call Recording

· Message Forwarding

· Dial Out Connectivity

Options and Upgrades Include:

· Outbound Voice Broadcasting Feature

· Music On Hold Upgrade

· LINUX, Unix, Windows Development

Kit

· Custom Application Development

· Upgradeable to our Digital PACER

Phone System

IVR Software Features

Our IVR Software features a rich library of

routines that connect our computer systems with

our advanced call center phone systems. These

routines are used by our professional

programming staff to develop virtually any type

of phone campaign your organization requires. If

you have programmers on staff and wish to

develop your own applications, this library is

available to you as well.

· Visual Basic

interface

· Extensive IVR

software library of

routines

· Client/Server Architecture

· DNIS Controlled

· Voice Mail IVR

· Multiple Scripts

· Play Message and Prompt

· Play Music On Hold

· Mix Messages and Text

· Call Outside Line and Transfer Call

· Call Outside Line and Prompt for Input

· Connect Caller to Outside party

· Record Caller Message and Store

· C or C++ library

· User Navigation and Selection

· Interactive Voice Response Phone Key

Input

· Route Caller to Selected Agent Groups

· Database Access and Update

· Software Programming Wizard for Fast

Development

· Text To Speech Software

· Response Logging and Report

IVR Testing

Automated Testing By Phone

Conduct Automated

Testing Using IVR

Technology

Database Systems Corp. (DSC) is a leading

provider of computer related technology

and has been in business since 1978. Our

products include automated phone systems and

data collection software.

Using our advanced IVR call center technology,

DSC has developed ivr testing applications

using our award winning IVR development

software. IVR test respondents can take this

examination during a specified time period. The

response to each question can be timed to test

the immediate recall of the test material.

Likewise, the entire test can be timed to achieve

the similar results.

Bottom line, your automated test can be highly

customized to meet your examination objectives.

(For information about testing an IVR

application prior to implementation, please visit

our IVR Test Phase web page.)

What Is IVR Testing?

IVR testing combines Interactive Voice

Response technology with testing

processes and procedures. Test

respondents participate in phone

examinations, listen to recorded

questions, and respond by pressing a

touchphone digit(s).

This type of test is ideal for multiple

choice selections, but our automated

phone systems can also record the test

participantâ„¢s verbal responses.

This type of examination is highly

IVR Reports

effecient and cost effective. No monitor

is required and the exams can be taken

by the respondents from their home or

office.

Inbound IVR Tests can be processed using this

application where callers can take your

examinations at a time and place of their

convenience.

Outbound IVR Tests can likewise be

performed using our service and systems. Our

automated phone systems can call your test

audience and play an introductory message.

Your test respondent is then given the

opportunity to take the automated phone exam.

The IVR test can accept touchphone response or

can record each question response for later

analysis.

Contact DSC to learn more about our complete

IVR test development and outsourcing services.

Visit our Phone Applications web page to view

our other phone services.

Customer Profile - Go To Traffic

School

Go To Traffic School is the

Internetâ„¢s most popular online traffic

school course. We have online traffic

school programs for ticket dismissal,

insurance reduction, safe driver

points, and fleet driver safety

programs.

This program is best suited for those

who have received a traffic ticket and

would like to take traffic school

online so that the traffic ticket does

not appear on their record, those who

would like to lower their insurance

premiums, and those who need to

take a driver safety course for their

work. . - gototrafficschool.com

GoToTrafficSchool.com utilizes our

digital IVR phone system to provide

automated phone testing to their

students. Student enrollees can

complete their driving school tests

online or over the phone.

IVR Test Phone Systems

DSC provides an affordable IVR System is

ideally suited for automated phone testing

applications. This phone system features our

comprehensive IVR test development software

that leads you step by step through the design

and design of your automated tests.

Our entry level phone system supports analog

phone lines and is called the WIZARD system.

This 4 line IVR phone system includes a simple

setup tool or comes optionally with our IVR

Software development toolkit that lets you

develop more complex phone examinations.

If your test audience is large and your calling

campaign requires additional phone lines, our

PACER IVR Phone system can be used in

environments where hundreds to thousands of

digital phone lines are available.

IVR Test Outsourcing Services

Our IVR test clients are provided the following

features when using our call center

outsourcing services:

· 800 Number and Test ID Verification

· Overall Timed Test or Individual

Question Timing

· Simple To Complex Testing Scripts

· Database Access and Update

· Unlimited Test Questionaires

· Website and Server Data Access

· Text To Speech Converter

· Touchtone Response Recording

· Voice Response Recording

· Professionally Recorded Question

Prompts

· Outside Phone Transfer Upon Test

Completion

· Online Reporting

· Much More¦

IVR and Voice Broadcast

Solutions

Database Systems Corp. (DSC) is a leading

provider of call center technology which

includes automated phone systems as well as

call center outsourcing phone services. Our

phone systems are state-of-the-art computer

telephony integration systems that include IVR

(interactive voice response) and voice

broadcasting features.

History Of Success

Since 1978, DSC has been providing its

customers with computer technology software

and systems. These clients include international

corporations, governments, educational

institutions, local communities, and small

businesses alike. From database design to

complete computer system and phone system

integration, our products have met or exceeded

the expectations of our clients.

Contact DSC to learn more about our call

center products and services.

Database Systems Corp. Technology

Database Systems Corp. is unique in that we

provide call center phone systems and

outsourcing services. Combine this with our

experienced application development team, we

can deliver both off the shelf solutions and

customized turnkey applications.

Phone Systems

To deliver phone applications and services,

DSC has developed two series of phone

systems. These systems are used exclusively at

our own call centers and are provided directly to

our clients. Our computer telephony software

and systems support as few as four analog phone

lines to hundreds of digital lines.

Call Center Outsourcing Services

DSC provides phone services including

IVR outsourcing and voice broadcasting

service at our own managed call centers. These

centers provide secure and redundant

enviroments for the maximum protection of our

outsourcing clients. From small calling

campaigns to project and implimentations that require broadcasting

millions of calls, our call outsourcing center can

do the job!

Application Development Services

DSC has a proven record of delivering

successful phone applications in a wide

variety of industries.

This success can only be achieved through the

dedication and skill of our application

development team.

Our professionals are experienced in the

development of virtually any type of inbound

and outbound call application.

For a listing of some of our applications and

clients, please visit our IVR applications and

voice broadcast applications web pages.

Computer Telephony Products

Computer Telephony Integration (CTI), is a

concept that enables computers to know about

and control phone functions such as making and

receiving voice, fax, and data calls. The

integration of telephone software and computer

systems is a major development in the evolution

of the automated office. DSC is a leading

provider of computer telephony phone systems

and software. Our call center softphone places

shared telephony functions on the userâ„¢s desktop.

Interactive Voice Response

Interactive Voice Response (IVR)

automates the personal interaction of

telephone callers with the computerized phone

system. Automated phone systems have used

voice recorded prompts and menus to present

information to callers. Touch-tone telephone

keypad entries are gathered from the caller to

collect information and navigational data.

Database Systems Corp. has developed an award

winning IVR phone system that includes our

extensive IVR software development library.

Using this technology, our experienced staff can

develop IVR applications quickly for both

turnkey IVR systems or when using our IVR

outsourcing services.

Voice Broadcasting

Voice broadcasting is a mass communications

technique that can send phone messages by

computer to hundreds or thousands of call

recipients at once. This technology has both

commercial and community applications such as

notification and call reminders.

DSC is a pioneer in the development of voice

broadcasting systems and in providing voice

message broadcasting services. To take an

online tour, visit the voice broadcasting

demonstration webpage. Also please view the

sample voice broadcasting reports webpage.

Automatic Call Distribution Systems

Included with our call center phone system

is a sophisticated ACD (automatic call

distribution) and call routing feature. This full

featured call distribution system intelligently

routes phone calls based upon called number,

caller ID, time of day and other custom criteria.

Calls can be processed in the order in which the

calls are received using our automated call

distribution system or based upon other business

rules. These calls can then be processed using

our IVR software or transferred to a phone

representative. Phone agents can be local

(connected directly to the phone system) or

remote, working from various offices or from

home.

Answering Services

Database Systems Corp. provides

automatic call center phone services

including answering services and solutions. DSC

offers complete automatic phone answering

services using our multiple, secure call centers.

Inbound calls are processed using our Smart

interactive voice response (IVR) software that

answers calls without an operator.

Groups and organizations looking to reduce

costs and to improve their customer service can

now contract their call answering requirements

at our automated center

IVR Systems and Custom

IVR Outsourcing Services

Database Systems Corp. (DSC) is a proven

leader in the development of computer

telephony solutions including interactive voice

response (IVR) products and services.

What Is IVR?

Interactive voice response, or IVR, is a

computerized phone system that enables

a person, typically a telephone caller, to

make a selection from a voice menu. The

selection is made using touchphone

keypad entries or voice responses. This

interaction allows the individual to

communicate with the phone system and

thus the computer system.

The phone system plays pre-recorded

voice prompts and the person typically

presses a number on a telephone keypad

to select the option associated with the

voice prompt.

DSC provides the following interactive voice

response solutions:

· IVR Systems - Complete analog and

digital IVR phone systems.

· IVR Software - IVR application

development software solutions.

· IVR Programming - IVR development

by our experienced staff.

· IVR Services - Complete IVR

outsourcing services at our secure call

center.

· IVR Applications - Full set of IVR phone

applications.

· IVR Reports - Complete set of

interactive voice response reports and

graphs.

· IVR VoiceXML - Access remote

information within IVR programs.

DSC IVR solutions utilize Intel processors and

contain Dialogic IVR telephony boards. These

solutions provide callers with the ability to

automatically obtain information or perform

transactions using a phone system.

IVRS (interactive voice response systems) use

voice recorded prompts and menus to present

information to callers. Touch-tone telephone

keypad entries are gathered from the caller to

collect information and to provide user

navigation. Information is delivered to the caller

using text to speech or pre-recorded responses.

This information can be obtained locally from

internal databases or remotely through the

internet. (IVR and VXML Data Access).
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Interactive Voice Response (IVR) Systems
Introduction

 Interactive Voice Response (IVR) systems have become more complex and more prevalent.
 Information can be accessed and processed over the phone through touch tone and speech user interfaces.
 The speech component allows customers to use verbal commands to obtain general or personal (account) information and conduct transactions.
 Providing an intuitive user interface is key for a successful user experience.
Fidelity’s Phone Stats
 Fidelity’s phone systems receive a combined average of 282,000 phone calls per day.
 Forty-two percent of those calls are handled by an automated system.
Background
 Fidelity has conducted a great deal of research into older adult’s usage of the web.
 We observed many age-dependent behaviors that affected web usage.
 Would we see similar results if we looked at our IVR system?
Our Usability Studies
 We have conducted over 125 IVR-based usability and research sessions over the past 5 years, many with older adults.
 The studies included several “typical” usability sessions (approx. 8-10 users) and one larger research study that specifically focused on older users.
 The systems tested were designed to:
 Find account and personal information
 Conduct transactions
 Report technical problems
 Check voicemail
 Set up a voice ID
 Most systems used both speech recognition and touch tone interfaces.
Research Study Results
• Task Completion Rate by Age Group
(p = .037, n=27)
Designing for the Older User
 Older users bring different abilities and expectations to phone-based interactions than younger users do.
 Until the middle of 2004, 96% of users interacted primarily through touchtone.
Lessons Learned
 We compiled the following lessons learned from the variety of usability studies we conducted over the past few years with older adults.
 Our recommendations are based on our past experience and other available research.
Don’t set false expectations
 Unrealistic expectations of system’s abilities (Expecting a ‘Star Trek’ experience).
 Users knew they weren’t talking to people, but many older adults tried to interact with the system as if it were human.
 The conversational and easy-going “nature” of some interfaces may set false expectations.
 Some users described certain system responses, such as “Got it,” as colloquial and not professional.
 “Younger users expressed annoyance at the system attempting to sound sorry.
Be Consistent
 Consistency is very important.
 Sudden auditory changes of the automated voice might signal an error or incorrectly indicate that users have been transferred somewhere else.
 Menu structure and controls should be consistent throughout the interaction. Don’t set up the ability to use voice commands in one part of the system and then disable voice commands in other parts of the system.
Pacing of System
 Pace of system was often too fast for older users.
 Older users tend to be slower at information processing.
 Providing them just enough time between spoken menu items to echo each choice sub-vocally appears to improve their success with IVR Systems.
 However, some younger users actually preferred menu items spoken at a more rapid pace (less time between items) as they could get to the information they wanted faster.
 Pace of system was often too fast for older users.
 If possible, consider implementing a system that recognizes the age of the user and leverages that to determine the amount of space between items and the speed at which the menu prompts are spoken.
 If that is not possible, we recommend following the option that would help the greatest number of users, i.e. the largest user group.
Avoid Information Overload
 Too many menu choices & long messages
 Reduced working memory capacity in older users made this more problematic for them than younger users.
 When presented with a long menu, we observed many older users simply choosing the last item in the list.
 Lengthy messages can also overload memory. We observed a a few older users opting out to a representative possibly because it took too long to get to the menu prompts.
Avoid Jargon
 Usage of jargon, obscure terminology
 This affected all users, but especially older users and those with lower levels of financial literacy.
 If users are unsure what a menu prompt means, they will be more likely to just make a random choice or attempt to reach a representative quickly.
 Know your users and avoid using “jargon-y” terms that they may not understand.
 Using familiar words & ones that refer to concrete objects has been shown to improve performance.
Politeness
 Older users were overly polite.
 Older users were often hesitant and had trouble interrupting the system.
 They often said “please” and “thank you”.
 They spent much longer on the phone at the end of the call than younger users because they waited for an obvious ‘out’ vs. just hanging up.
 Allow generous barge-in.
 The system should ignore various pleasantries such as “please
and “thank you”.
 Inform users at various points in the interaction that they can hang up when they’re finished.
Include Some Touchtone Options
 Many users prefer using the touchtone options to speaking their choices.
 Always offer a touchtone option for entering sensitive information, like SSN and PIN.
 Touchtone options serve as an external memory device, offering a physical indication of the available choices (think of a finger hovering over buttons). This seemed especially helpful to older users.
 Use touchtone options strategically when transitioning users into a new technology
 In the initial rollout, offer both touchtone and voice options in the first menu.
 Touchtone options should always be available as a backup.
► Accents, environments, privacy concerns.
Frequency of Sound
 Because higher-frequency sounds are the first to go with progressive hearing loss1, use a lower-pitched voice.
 Peak hearing sensitivity is around 3,000 – 4,000 Hz.
 Lower frequencies are less susceptible to ‘masking’ effects
Positive Reaction to Voice Recognition
 Many seniors were very enthusiastic about the voice recognition.
 Hands-free interaction helps users:
 With physical impairments such as arthritis
 Fine motor-control problems
 On cell and cordless phone
 “Words are much easier!” – comment from a user with severe arthritis.
Conclusion
 Many of the usability issues we observed affected both older and younger people, but in general older users had more trouble recovering from those errors.
 Many of the usability recommendations given here would benefit all users if implemented.
 Understanding issues that result from the aging process help not only older users but lead to a more universally accessible design.
The key is to know and design for your user.
 If the majority of users is older make sure your system accommodates their requirements.
 Set expectations. Warn customers of big changes – ahead of time and/or in the system itself.
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15-07-2011, 09:36 AM


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INTRODUCTION
What can be done using an Inter voice System?

When connecting an Inter-voice system into telephone lines (either analog lines or digital T1/E1 trunks), the applications can handle either incoming or outgoing calls and then perform the following voice processing features:
• Provides unlimited pre- recorded voice messages
• Live recording of customer messages
• Accesses or stores information to and from the back-end host, database or the Internet
• Uses leading speech recognition technology to process either spoken words or full Sentences.
Who should use Inter voice?
Using Inter voice hardware and software, we have developed voice automation applications, which can:
• Transfer the customer calls to the right people to handle
• Provide the most updated product or service information
• Record customer messages for follow up later
• Perform automated transaction processing without human intervention.
What are interactive voice response (IVR) systems?
Interactive Voice Response (IVR) systems allow callers to interact with the communications system over the telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow the user to efficiently exchange information, reducing clerical processing.
How It Works?
An IVR system talks to callers following a recorded script. It prompts a response to the caller and asks him to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made.
What are important features of IVR systems?
IVR system should store responses made by callers. Should be able to provide different responses to callers based on time of day called. Should be able to capture either touch-tone or voice responses by callers.
1.1 Aim Of The Project
We have decided to choose this topic “IVRS” because
• IVRS is a Acronym for Intelligent Voice Response System
• The system used is Intelligent for Interaction
• Will consider the nature of the user, to provide the correct response.
• And will provide the user with all sorts of related information for his concern So we have decided it to implement this system for educational purpose i.e. marks enrollment.
1.2 BRIEF HISTORY OF IVRS
CALL centres originated as a cost-cutting measure by US companies several decades ago, but they only really started to take off in the UK in the 1970s. The initial centres were in-house operations in larger organizations and they tended to share and be formed by the same basic assumptions and drivers. The idea was that if you could cluster the majority of telephone based contacts with the customer in a single department you could have people focused just on call-related services. Several advantages would follow. First, as a coherent department focused on telephone services, such a ‘centre’ could be managed more coherently. A second motive was that through careful management of the centre, you would inevitably get the benefit of having more calls handled by fewer people. Steve Morrell, Managing Director at Contact Babel, an organization that specializes in analyzing the call centre market, points out that this early focus on ‘efficiency’ and cost cutting, in a sense, got the call centre industry started off on the wrong foot - at least in relation to current ‘best practice’ "It meant that the whole industry focused on measuring things such as call lengths, or time to resolution. The faster the operator could complete a call, the more efficient and effective the contact with the customer was deemed to be," he explains. Divide the number of calls by the number of operators, and you could see at a glance how ‘efficiently’ your centre was operating.
The bigger the number, the better. The shorter the call duration and the shorter the time to resolution, the better. There were obvious problems with this approach. First, it led to a ‘sweat the agent’ attitude, since the pressure was on to set call centre agents more and more ‘stretching’ targets by way of calls per hour that they were supposed to complete. Second, it led to a high turnover in staff as people became burned out by the pressure cooker atmosphere.
Since the costs of training a call centre agent are not trivial (Morrell puts them at around £6,000 per agent on average), a high staff turnover leads to high costs. A third issue, which took rather longer for companies to grasp, was that agents were not being given the opportunity to learn very much about the customer, or to add much value to the customer’s relationship with the organization. In fact in many instances an emphasis on keeping call times as brief as possible would actually cause the agent, at best, to sound impersonal and unsympathetic to the customer. At worst the experience would be decidedly unsatisfactory and would possibly do lasting damage to the company’s brand and reputation in the customer’s eyes.
Morrell points out that call centres were given a huge boost in the UK in the 1980s when telecoms deregulation led to a fall in the price of fixed line calls. Channeling contact to the customer through the telephone became an even more cost effective option for companies. Since the UK led the way in telecoms deregulation in Europe, this was a major factor in the UK having more call centre seats than any country with the exception of the US. We currently have in excess of 800,000 call centre places across currently have in excess of 800,000 call centre places across the UK, and the number is project and implimentationed to go beyond 1,000,000 within the next three years.
Colin Mackay, a Director of the industry body, the Call Centre Managers Association (CCMA), points out that pioneering centre set up by Direct Line and then by First Direct, proved how powerful these centres could be for financial services organizations. "It meant that they could reach large numbers of the public without the requirement for sales people on the street," he said.
As Mackay notes, about 80% of the questions that people have about financial services products, from mortgages to loans and insurance, can be answered over the phone, without the need for a face-to-face meeting. Operations such as Direct Line were able to demonstrate considerable cost savings and efficiencies over conventional financial services product distribution strategies. Scotland and the north-east of England did very well out of the first two decades of call centre operations in the UK. As Mackay explains, call centre operators tended to favour regions outside the expensive south-east of England, where building premises were far cheaper, and where there was a reasonably well-educated potential work force. The fact that the north-east of England and Scotland had seen a massive decline in their heavy industries meant that there was also competitive pressure for jobs, so wages were more competitive too, than down south.
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01-02-2012, 09:43 AM

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25-04-2012, 10:36 AM

Interactive Voice Response System


Objective:

To Integrate Interactive Voice Response System with the present Indian Telecom Network. The goal design of any IVR system should be to get the customer what he or she needs in as few steps as possible while allowing for security and logistical needs.

Technical Details:

Microsoft Visual studio C++
Oracle


Innovativeness and usefulness:

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice to address these requirements Interactive changed number announcement, Interactive telephone bill enquiry system, Interactive fault reporting system, Interactive commercial information & special service assistance, Interactive telephone fault clearance system, Automatic bulk number change announcement, Automatic payment reminder, Any other generic application.

Brief Overview:

My paper will try to provide a framework on how to think about Interactive Voice Response System works and its application to a organization. The telephone number change can occur not only due to the area transfer or the exchange numbering scheme fine but also due to the subscriber’s request .Thus there is a necessity of a system wherein the Department will be able to inform any subscriber querying on old telephone number about the new telephone number. This will help the subscriber to easily find the correct telephone number of the customer whom he wants to contact quickly. So is the application of bill enquiry system, Interactive fault reporting system, Interactive commercial information & special service assistance, Interactive telephone fault clearance system, Automatic bulk number change announcement, Automatic payment reminder.

Scope of Work:

Interactive Voice Response System has been a key enabler to automatic bill enquiry system, bulk charge number announcement system, change number announcement system, commercial information system, fault reporting system, payment reminder system.
Nevertheless, the path to interactive voice response system is far from trivial. The deployment of services based on IVRS will not be an easy task and a few daunting issues are to be faced in several aspects, including manageability, scalability and reliability.
This paper will focus on the services of interactive voice response system and try to provide a broad overview of the main challenges ahead.

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28-04-2012, 02:50 AM

really very nice and informative topic for final year


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09-10-2012, 03:32 PM

Interactive Voice Response (IVR) System



.doc   Interactive Voice.doc (Size: 132 KB / Downloads: 21)

Introduction:

The Interactive Voice Response (IVR) System serves as a bridge between people and computer databases by connecting the telephone network with the database. The telephone user can access the information from anywhere at anytime simply by dialing a specified number and following an on-line instruction when a connection has been established. The IVR system uses pre-recorded generated voice responses to provide information in response to an input from a telephone caller. The input may be given by means of touch-tone or Dual Tone Multi-Frequency (DTMF) signal, which is generated when a caller presses a key of his/her telephone set, and the sequence of messages to be played is determined dynamically according to an internal menu structure (maintained within the IVR application program) and the user input. The IVRS system which will be designed will provide an ideal platform for the operation of start-ups and existing small concerns. It will be a highly economical and efficient way to replace the Dialogic card which is very costly and requires a high maintenance and regular up gradation.

DTMF Transmitter:

Mobile is based on DTMF Technology. When you press a button of mobile keypad, a connection is made that generates a resultant signal of two tones at the same time. These two tones are taken from a row frequency and a column frequency. The resultant frequency signal is called "Dual Tone Multiple Frequency". These tones are identical and unique.
A DTMF signal is the algebraic sum of two different audio frequencies, one from low frequency group and other from high frequency group.
Each of the low and high frequency groups comprise four frequencies from the various keys present on the telephone keypad; two different frequencies, one from the high frequency group and another from the low frequency group are used to produce a DTMF signal to represent the pressed key.
When you send these DTMF signals to the telephone exchange through cables, the servers in the telephone exchange identifies these signals and makes the connection to the person you are calling.

Voice Processor:

As shown this circuit has three pushbuttons: one for recording, one for playback on edge detection and one for playback on level detection. Since we don't have three pushbuttons in our lab kit, we will use simple wire bridges to simulate the buttons (to simulate a pushed button we connect the wire bridge to ground). The recording button does exactly what it says: pushing it allows you to record sound. Releasing the button stops the recording.
If the end of memory (EOM) of the chip is reached before the button is released, the chip will automatically terminate the recording and go to the power down mode. There is also a red recording indicator LED. This LED lights up when you record sounds. Sounds can be recorded in two different ways: using the microphone as seen in the above circuit example - or using a direct input from e.g. your stereo system's cd-player which is connected to ISD1720's analog input pin. Unfortunately, this is quite tricky - the following application note shows you why. In most cases, if you want to record CD sound, holding the microphone close to your stereo's speaker will be a faster solution with only a little quality payoff.

Microcontroller and EEPROM

Microcontroller Logic: The function of microcontroller is to control input output based on the programmed embedded hex logic. The microcontroller continuously scans input logic. The input logic is BCD data from 9170 and keypad. The BCD data is used in voting mode while keypad data is used in administrative mode for checking total number of vote for corresponding party.
Let us consider a case at the transmitter mobile I have pressed number 2, thus at receiver side 9170 generate corresponding BCD logic 0010. The microcontroller receive 0010 at pin no 1,2,3,4. The microcontroller is programmed if input is 0010, go to check password.

User mode

In user mode microcontroller is programmed to continuously scan portb input coming from mobile phone. If some user is using first of all he has to make a call to the ivrs number, ivrs automatically receive the call and start voice processor to announce instruction. Then he has to enter roll number. The microcontroller confirms that given roll number is using first time. If is first time voice processor announce enter
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