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
This sample allows a caller to retrieve information only after a correct password is entered. It also show how to utilize variable to control the call flow
This sample does not use a database to keep the user name and password info. However, this can be easily extended using the built-in database action.
You can open this design by selecting Library > Password Protected Info from the program main menu.
The Call Flow
The call flow consists of one Digits Element, one Go-to Element, and two Prompt Elements. A digits element (Enter Password Element in the call flow) sets the system ready to accept caller touch tone input, which must be ended with a pound (#) key. A go-to element (Try Again Element) can jump to any other element in the call flow diagram. A Prompt Element plays the prompts defined in the element property.
Define and Use Variable
A variable is used to hold dynamic information. In this example, variable n represents the number of attempts a caller has made.
To define a new variable, select the root element (Incoming Call), then click on the Properties button on the toolbar (Or select Edit > Properties... from the program main menu), choose the Variable tab. Click the New... button.
If you are new to IVR Studio, you can use the buttons to build a value expression. In this example, you enter n as the name and 1 as the value expression. For values other than number, such as a street name, please enclose the string with single quotes, such as '123 Main Street'. Without the single quotes, it will be treated as a variable.
Conditional Transition
After a caller entered the password (Enter Password Element), the system checks the input. If the input is "123", then the caller has entered the correct password and it is transitioned to element Protected Info, where a secret message will be played to the caller. If the password entered is wrong, and the caller has made less then 3 attempts (n < 3), then it is transitioned to the Try Again Element.
The value of variable n is changed in the Try Again Element. Here, n is set to n + 1, which represents one more attempt for password. To set new value for a variable, select the element property sheet, select the Action tab, then click the New... button.
If the caller has made more than 3 attempts on password, the system transitions to the Hang up element, where it simply disconnect the call.
The transition is defined in the element property sheet under the General tab.
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.
You can use this sample as part of your IVR application where you need to have password protected info.
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