We are looking for an IVR solution for a small Non-Profit Organization. It is located in Toronto, Ontario. Actually the issue which we are facing is that there are like 3000 calls per month. Out of these 3000, only 700-800 are completed, rest are not even answered as the phone is busy.

What we are looking for is, a solution which can reduce the unanswered call. We need a solution which is automated, providing the customers with all the general information on the IVR itself. We want to put all the most frequently asked questions from us on the IVR itself. There are only 2 agents to answer the phone. Please advice which solution can work.

First, Voicent IVR Studio should be the product for you. It contains a graphical user interface so you can easily create your interactive application for most frequently asked questions. If you have downloaded the software already, you can take a look at the included samples. For more advanced features, such as dynamically generated answers, please take a look at the IVR tutorial online.

Second, in addition to recorded audio files, you can use Voicent Natural TTS to pre-generate these audio files based on text.

Third, we recommend you set up a 4-line system for your IVR. When someone presses 0 for operator, you can have the system do a call transfer, either use screen popup method (share the same phone line) or actually transfer the call to a different phone number.

Last, you can use Skype for your phone service. For more details, please see use Skype for Voicent

I think the IVR Studio Enterprise version should be useful to us. Please let me know how does this system works in detail. Like how much stuff can we put on the IVR. In the Demo Video, it shows that it translates the text to voice. Is there any word limit for the response to be added in the box? Because what we need is, we need to put a lot of FAQ’s on the IVR, so that the caller does not need to talk with a live representative. Please let me know how much stuff can be added to it.

There is really no limit on the size of IVR application. The limit is usually on the number of phone lines to support when Skype is used. For the hardware requirement, please see Skype hardware requirement.

For a production IVR application, it is strongly recommended to use as little TTS as possible. Text to speech conversion usually requires a lot of CPU processing power, this is even more so for multi-line IVR systems. To reduce the number of TTS entries, you should try to pre-generate TTS audio for fixed text content. Only use TTS for dynamic text content that you cannot pre-generate. It is easy to include an audio file for your IVR application. To pre-generate audio, select Voicent Gateway main menu > Operation > Save TTS audio to file…

To learn more about the IVR application, download the software and give it a try. The IVR Tutorial is a good place to start.

We currently outsource an IVR project with another company that provides the below features. Can you confirm whether these features are available in your IVR Studio product:

When conducting survey questions, when a user wants to change an answer because they accidentally hit a wrong key do they have the ability to backup in a survey to re-answer or change a keypress and the database be updated accordingly.

Yes, you can do that with Voicent IVR Studio. Actually you have a complete control over your applications.

Voicent IVR product contains two part. One is the Voicent Gateway that you can create any VoiceXML based voice applications. The second is the IVR Studio that you can use to create these applications using a graphical user interface. It is similar to a web server + microsoft frontpage that you can use to create any kind of web applications. Voicent Gateway is like a web server, and IVR Studio GUI is similar to Microsoft FrontPage software.

You can take a look at the sample applications included with the software. If you have downloaded the software already, to access these samples, please select the “library” menu from IVR Studio.