Outbound IVR for sales contact center

Posted on November 27, 2009 | By Voicent

To provide an overview my company is an outbound sales contact centre.

We are currently looking at using speech recognition technology in a couple of scenarios:

• Call validation – When an agent completes a sale the call is to be forwarded where a recorded validation script is heard, the customer is to respond with yes or no answers.
• Call Survey – Following a completed sale, the customer is called back a couple of hours later and asked to complete a survey about their call experience (all automated). A small number of questions to be asked with the customer speaking their response. Their response would be a number from 1 to 5 which would indicate their opinion of the call.

I fully expect a number of scenarios to transpire dependent on client request, I am therefore interested to see what you have to offer inclusive of services, costs, etc.

Voicent offers BroadcastByPhone autodialer and IVR Studio that can fully satisfy your requirements. The BBP product is designed for outbound calls, and IVR Studio is used for customize the outbound message and set up inbound IVR applications. The following is the recommended settings for your application:

For your call validation application, use IVR Studio to design the validation call flow, and deploy it on a computer to handle incoming calls. Use the Speech command element in IVR Studio to design your call flow. For your call survry application, again use IVR Studio to design the survey call flow. And use BroadcastByPhone to make outbound calls. Select the message that is designed by IVR Studio.

If you are not familiar with Voicent product yet, the above recommendation might be a little confusion. To learn the products, the best place to start is download the software and give it a try. Almost all features can be tested using the downloaded shareware edition. A product walkthrough is built in and can be accessed by selecting Help > Product Walkthrough… from the product main menu. There are also product demo video listed online and from the product walkthrough.

For costs, it depends on your which edition you want to purchase and how many lines you need. Prices are listed from our online store

Posted in Outbound IVR |

Collect multiple digits

Posted on November 25, 2009 | By Voicent

I have the other issue with gateway. I am using VoiceXML to develop our application. The idea is that system asks user for 4 digits number and based on that number reads information from database. I tried your inbound simple application with single DTMF digit and it works, but I cannot get multi digit number to input.

Instead of direct working on your VXML files, you can use Voicent IVR Studio to create your app, and then take a look at the generated VXML files. Once you are set with your call flow, deploy the application to Voicent gateway. The generated VXML files will be put under:

C:\Program Files\Voicent\Gateway\apps

For multiple digits, like fixed length digits, use the “digits” element.

Posted in IVR Developer, IVR Usage |

TTS Prompt Tags

Posted on November 24, 2009 | By Voicent

Starting from release 7.3.0, you can associate tags to Text-to-Speech prompts. The tags include: text, date, time, datetime, telephone, and character.

Normally, when a text item is pronounced, it is treated as a a generic text. So if you have “4081234567″, the TTS engine may pronounce it as “four billion eighty one million…”. By associate a “telephone” tag to that text, Voicent software will try to make the TTS engine to pronounce it as a telephone number.

For credit card number, you can tag it as “character”, so each digit will be pronounced separately.

To specify a TTS tag, simply click the Prompt Type… button from the Prompt Dialog window.

Posted in IVR Usage |