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IVR - short for Interactive Voice Response - automates interaction with telephone callers. Most people are familiar with IVR applications. These applications allow users to retrieve information such as bank balances, flight schedules, and movie show times from any telephone and without the help of a live operator.
Most IVR systems are for inbound applications. Voicent IVR solution also supports outbound applications, such as BroadcastByPhone autodialer.
Traditional IVR systems use proprietary software and expensive telephony hardware. Voicent IVR system is based on VoiceXML, an Internet open standard, so it is easy to integrate with other software applications. It can be deployed on any PC with a voice modem, an off-the-shelf standard computer component. That makes the cost of having your own IVR system extremely low.
Voicent's IVR platform supports two integration methods--HTTP and Java. With HTTP, an Internet protocol for the World Wide Web, the system can easily connect to any website. For other applications, any program written in Java can be easily integrated using Voicent's IVR software.
Integrating a CRM (Customer Relationship Management) system enables agents to quickly gain access to customer information on inbound and outbound calls, increasing operational efficiency and providing an improved customer experience. For example, with Voicent TelephonyCRM, all calls with caller ID are automatically saved. When a customer calls back, a screen popup with customer profile and call history is displayed on an agent's computer. Based on the customer's category, it can further direct which IVR application to use to answer the call, meaning the call can be automatically transferred to a specific person or department.
A flexible IVR system can deliver dynamically generated content, such as account balances, when interacting with callers. The information is relayed to the caller by using a Text-To-Speech (TTS) engine, which reads aloud text in specified data fields.
For most interactive voice and text applications, you can use IVR Studio to accelerate your development process and avoid unnecessary mistakes at the same time. We all know how a silly typo in your code can result in days of burning midnight oil. With IVR Studio, you can:
Define you application's whole interactive process by simply creating a GUI call-flow diagram.
Use the built-in support to interface with email servers, relational databases, CRM systems, and programs.
Test and deploy your applications to Voicent Gateway with a single click.
The IVR Tutorial covers most topices related to developing interactive applications. It is highly recommended that you go through the tutorial before working on your own IVR applications.
The included IVR samples contain simple but illustrative applications that can be used as a starting point for your own applications.
The underlying IVR technology is Voicent Gateway, which is a development and deployment platform for state-of-the-art interactive programs. The gateway supports the W3C VoiceXML standard for interactive voice/phone applications. It is also a 2-way SMS gateway for interactive text messaging application.
Voicent Gateway uses the standard HTTP web interface, which allows you to use almost any programming languge to interact with the gateway. We have sample code in Java, C#, C++, PHP, Perl, Python and VB. For more details, please see Voicent Voice, SMS, Email Developer Resource Center.
It's absolutely free to download and try Voicent's IVR Studio and Voicent Gateway software. You don't need a credit card or even to supply an email address to try it.
Developer's annual subscription provides program developers with the very latest Voicent application development tools, up to date Voice XML and SMS text message API, and expert consulting to create your own product solutions. With this subscription, you get a complete Voicent Gateway Client API with sample code and tutorial; timely updates throughout the year; unlimited developer support. This tool kit is essential for developers who want to create your own software product based on Voicent Gateway. The developer annual subscription offers: