| | | | | | What is IVR? | Interactive Voice Response is the technology provided by hardware and software that allows a caller to use a touch-tone telephone to respond to prompts for information such as; account numbers, options to connect to different services or features in a calling system, etc. IVR technology is also used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone or by responding verbally to spoken prompts from the telephone system itself, (speech recognition) and (text-to-speech). IVR saves businesses money by eliminating the need for live telephone service agents and saves the dialing customer time and effort by directing the customer to the the information they require efficiently and accurately.
Return to Top | | | | What are IVR Platforms? | IVR Platforms are the server hardware and software that provide IVR services. These services can include; computer translation of text to speech, computer recognition of spoken words, automatic call transfer to other systems or transfer to a live operator, capture of touch tone keypad input, etc.
Return to Top | | | | What are IVR Applications? | IVR Applications are the software systems that process the data discussed in the preceding section, “IVR Platforms”… these software systems make it possible for IVR technologies to forward calls, gather information, provide information based on touch-tone or spoken input, etc.
Return to Top | | | | What is Text-to-Speech? | Text-to-Speech is the technology that allows a computer to communicate verbally with a caller by converting text information to spoken words. The computer systems that provide Text-to-Speech contain sophisticated software programs that can ‘read’ text and instantly convert the text to spoken words, “on-the-fly”. These systems permit many kinds of information to be economically provided to callers '24 x 7' without the need for costly live operators.
Return to Top | | | | What is ASR? | Automatic Speech Recognition, the technology that can understand voice input from a caller and make decisions based on programming that interpret what the caller is saying. More advanced ASR systems can accommodate a great range of accents and vocal variations in the caller's speech.
Return to Top | | | | What is DNIS? | Dialed Number Identification Service is a telephony technology that identifies for the call recipient what number was dialed by the caller.
Return to Top | | | | What is ANI? | Automatic Number Identification is a service that provides call recipient with the telephone number of an inbound call.
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Human factors analysis |
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Best practices consulting |
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Application scripting |
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Call design and flow |
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Benchmark testing |
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Customized applications for
verticals such as Retail,
Call Center, Finance,
Hospitality, Travel, Catalog, etc. |
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Data center co-location |
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Professional voice talent |
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