Interactive Voice

Response
Rashmi Singh
FDDI- Fursatganj
What are interactive voice response (IVR)
systems?
Interactive Voice Response (IVR) systems allows
callers to interact with your 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 you to efficiently exchange information,
reducing clerical processing.
How It Works?
An IVR system talks to callers following a recorded
script. It prompts a response the caller 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.
Common uses of IVR?
Automated Attendant: A specialized form of an Interactive Voice Response
system. An IVR connected to a PBX. When a call comes in, this device answers
it, and says something like: "Thanks for calling the ABC company. If you know
the extension number you'd like, push button that extension now and you'll be
transferred. If you don't know it, push-button "0" (zero) and the live operator
will come on. Or wait a few seconds and the call operator will come on anyway."
Sometimes the automated attendant might give you other options -- like "dial 3"
for a directory. Automated attendants are sometimes connected also to voice
mail systems ("I'm not here. Leave a message for me."). Some people react well
to automated attendants. Others don't.

Electronic Voice Mail: A system which stores messages spoken by a user usually
over a telephone, which can be retrieved by the intended recipient when that
person next calls into the system. Also called Voice Mail, it operates just like a
touch-tone controlled answering machine.
Types of Vendors?
Manufacturers - Resellers - companies that
companies that sell the IVR equipment
manufacture IVR and software developed by
equipment and sell IVR manufacturers and
software to complement software vendors. The
the hardware. focus of these companies
Specialized Software is in providing customized
solutions and support that
vendors - these
may not be available from
companies focus on
the manufactures.
developing IVR software
solutions.
Active Call Center
Active Call Center is scalable voice telephony software
for Windows and voice modems or telephony cards.
Performs call management that can be fully integrated
with existing software, data, and networks. Includes
speech recognition, touch tone recognition, and text-
to-speech generation to interact with callers. The
software can be fully customized with the use of VB
Script and supports Caller ID.
Alpine Solutions, Inc
Alpine Solutions, Inc. specializes in software
development, systems integration, Interactive Voice
Response systems, voice and data communications,
and geographic locator technology that features our
GeoFind Dealer Locator Service.
Angel - IVR and Call Center Solution
s
(http://www.angel.com/)
Angel.com is a provider of industry-leading IVR and
call center solutions delivered via state-of–the-art
Software-as-a-Service (SaaS) platform. Angel.com
solutions put the caller firstSM with every call,
enabling callers to get the information they need
quickly and helping business of all kinds realize
improved service levels and optimize business
efficiency.
Wessan interactive
Wessan Interactive (http://www.wessan.com)
Wessan Interactive is a leading provider of Interactive
Voice Response (IVR) and web-related services for
some of the most recognized companies in the nation.
Our cost-effective, customized solutions are quickly
implemented to generate immediate results and
improve the market share of your business.