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
Voicent BroadcastByPhone has a built-in Message Designer that is used for designing interactive outbound messages. But because it is limited to one level of interaction, it cannot be used for more flexible messages, such as a survey that requires multiple level of interactions. IVR Studio is fully integrated with Voicent BroadcastByPhone Autodialer and can be used to design messages with multiple level of interactions. This sample shows a multiple question survey that can be used by BroadcastByPhone Autodialer.
This sample is also captured in the following video demo:
The Call Flow
The call flow is straightforward for this sample. For outbound call, IVR studio automatically creates two elements, Live Answer and Answering Machine, under the top node. These two nodes represent two sub-designs, one for calls answered by live human, and the other for calls answered by answering machines or voicemail systems.
The Live Answer branch consists of two Choice Elements and a Recording Element. The first Choice Element lets the person called to rate the service, and the second Choice Element asks the person called if he would recommend the service to his friend, and the Recording Element asks the person called to record a voice message for his suggestions. The last element labeled Thank You is a simple prompt element.
You can open this design by selecting Library > Multiple Language from the program main menu.
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.
Start Voicent BroadcastByPhone Autodialer, select Broadcast > Select Message from the program main menu. New confirmation columns that correspond to the touch tone key responses and voice recording are automatically added.
Start and use BroadcastByPhone as usual.
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