Advantages of Voicent's
IVR Studio
- One time purchase, use forever
- No monthly fee, no contract
- Setup in less than 10 minutes
- Works on any PC
- Feature rich and yet easy to use
- You can try it before you buy it
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What is IVR?
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.
What is Inbound, Outbound IVR?
Most IVR systems are for inbound applications. Voicent IVR solution also supports outbound applications, such as BroadcastByPhone autodialer.
How is Voicent's IVR different?
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.
How do you integrate IVR with existing systems?
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.
Why should I integrate my phone and CRM systems?
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.
What can I do with IVR & Text-to-Speech capabilities?
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.
IVR Samples
On-hold messaging consists of a recorded message played over the phone to your potential clients while they’re on hold. The message can be simple music audio or contain valuable information about your company’s products, services, locations, or whatever information you think might be helpful to your customers
The Call Flow
The call flow is trivial for music on hold applications. It consists of only one Call Transfer Element. A Call transfer element causes the current call to be transferred to another phone number, or transfer using the same line and pop up an alert window on a computer. For music on hold, or on hold message applications, you need to use same line transfer.
You can open this design by selecting Library > Music On Hold from the program main menu.
Setup Call Transfer
To setup Call Transfer, click the Voicent gateway icon and then choose Setup > Options > Call Transfer.
For more information about setting up call transfer, please click the Help button on the Call Transfer dialog window.
Setup Audio File for On Hold Message
From the Call Transfer Dialog window, select your audio file for on hold message. The format of the audio file needs to be: PCM 8KHz, 16 bit, mono. This format is the global standard for telephone communications. There is no restriction on the audio content. It can be music, English or Spanish, or mixed audio. For more information about audio, please see Audio Quality and Recording FAQ
Deployment
You can use the sample application as is. To deploy the application, select Deploy > Submit to Gateway... from the program main menu. If the menu item is grayed out, select Validate... first.
If you have multiple IVR application deployed, please see IVR select application for more information.
Once deployed, restart the gateway to have the changes to take effect.
When an incoming call is answered by the gateway, the application will execute the transfer element. A popup window will be displayed on your computer screen. If you have Enterprise Edition, you can have the window popup on a any computer. The caller will hear your on hold message. If the on hold message is finished before the call is answered by a human, it will play the message again.
To answer the call, pickup the phone that is connected to the same modem phone line, click the ANSWER button on the popup window. When done, click the Release button.
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