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
IVR Studio is fully integrated with Voicent BroadcastByPhone Autodialer. You can design your outbound message using IVR Studio. This sample shows the design of an outbound message that supports multiple languages - when a call is answered by a live human, the system plays a message in both English and Spanish asking the person called to select his language choice. If he chooses English, a English version of the message is played; and if he chooses Spanish, a Spanish version of the message is played.
This sample is also captured in the following video demo:
Video Demo: Design Multi-Language Message For Auto Dialer
See an article discussing a similar issue: Transfer to English or Spanish speaking operator.
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 one Choice Element and a two Prompt Elements. The Choice Element lets the user to select the preferred language, and the two prompt elements play the corresponding message in the chosen language. The Answering Machine branch, the prompt element labeled Play Both plays the message in both English and Spanish.
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. A new confirmation column labeled Select_Language will be added automatically.
Start and use BroadcastByPhone as usual.
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