| Most
of the customers must have experienced
automated call systems at one time
or another. Have you ever called a
business and been greeted by a voice
prompting you to press (or say) a
number to choose from a menu of options?
You were interacting with either an
auto attendant or an interactive voice
response (IVR) systems.
An auto attendant is a system that
is integrated into an existing phone
system or an external server to answer
incoming phone calls. The auto attendant
provides callers with a menu of options
for navigating the phone system to
reach the department or phone number
they desire. An auto attendant can
be quite simple, or it can provide
advanced features such as voice recognition
and text-to-speech translation. However,
an auto attendant is unable to retrieve
information from other systems, limiting
its ability to be truly interactive.
On the other hand, IVR systems provide
all the features of an auto attendant
plus the ability to use input from
callers to interact with separate
external systems. IVR systems can
improve call center efficiency with
recorded, frequently requested information
or by routing callers to the most
elevant agent based on their input.
IVR systems retrieve information requested
by callers and present it in a variety
of ways, such as a recorded or synthesized
voice, fax, web page, or even an email.
The advantages of IVR systems are that
applications can be customized for
almost any situation imaginable to
accommodate callers’ requests.
For instance, IVR systems allow customers
to call their credit card company,
and by inputting their account number
and password, get real-time information
about their current account balance,
amount of credit available, payoff
information, etc. Or, someone might
use the airline’s IVR to check
if his flight is on time before leaving
for the airport.
IVR systems are used to remove the
burden from human representatives
and get customers the information
they need quickly. The examples listed
are only a few of the numerous implementations
that are possible.
IVR Elements
IVR systems are typically separate
servers that contains Digital Signal
Processing (DSP) hardware that analyzes
and reproduces voice patterns. The
IVR server interacts with a phone
system through a dedicated connection.
The way in which the IVR server is
connected to the phone system depends
on its capabilities and physical connections.
An IVR can be connected to a key system,
PBX, or other type of phone switch
through analog ports, digital ports,
and even a LAN or WAN connection.
A unique quality of IVR is its ability
to interact with many different systems
to gather and present information
back to a caller. IVR systems can
access external databases retrieve
the information it needs, and present
it back to the caller over the phone
through a synthesized voice, or it
can use a fax, web, or email systems.
If the customer requests it, his call
can be put through to live agent as
well.
A new trend in
IVR systems technology is to allow
access to the same information as
a web browser using speech recognition
technology to transmit the web site
pages. A customer can access the
web via the IVR, respond to voice
prompts, ask questions, and if stuck
or requiring additional information,
default to a live agent from the
IVR systems.
From inside a call center, IVR information
can be passed to call agents through
screen popups, eliminating the need
for a customer to constantly repeat
information – and at the same
time preparing the agent for the
upcoming call. Also, an automatic
call distributor (ACD) can use information
gathered by the IVR application
to route calls to the correct department,
making it much easier for customers
to get the service they require
without being transferred from agent
to agent.
IVR Benefits
IVR systems provide customers with
many services such as fax on demand,
secure access to confidential account
information, general information such
as phone numbers and working hours,
and an easy way to navigate through
a complex phone system. From a business
perspective, IVR adds to customer
satisfaction by giving customers what
they want, and several options to
get it. If the customer is satisfied,
the IVR systems will pay for them
through increased sales. IVR systems
also reduce call center costs by fielding
the bulk of routine calls, allowing
live agents to handle only the calls
that require specialized skills. Fewer
agents perform the same amount of
work and maintain the quality of the
call center. IVR systems also extend
business hours, allowing customers
to retrieve information or even place
orders 24 hours a day, 7 days a week,
whether agents are working or not.
Businesses also benefit when the IVR
systems are used to inform callers
about products and services during
hold time. Additionally, an IVR systems
provide detailed information about
call center activity and services
that a customer accesses, making it
easy for a call center to tailor to
the specific needs of the customer
and streamline operations to reduce
waste.
Maximizing your
IVR
Some customers could have had pleasant
– or frustrating – experiences
with IVR systems. An IVR system is
only as good as its design, and a
poor design can do more harm to business
than give customer satisfaction decreases
due to an IVR implementation. Below
are some guidelines for planning an
effective IVR solution.
Scalability
IVR solution should be easy to modify
to support company’s changing
needs. Lines should be easily added
or removed, additional features should
be easily installed, and the IVR systems
should interoperate with existing
equipment to reduce the need for additional
interfaces and equipment.
Performance
IVR systems come in all shapes
and sizes. An underpowered IVR can
cause customers to become impatient,
and it may even drop calls because
it cannot handle the volume of incoming
traffic. It is important that
IVR systems are able to handle the
current number of incoming lines at
maximum capacity.
|
Customer
Satisfaction
IVR solutions should be designed
with the customer in mind. Menus
should be logically designed,
and the options should be explained
in a way that anyone can understand.
Because it’s difficult
for callers to remember a long
list of menu items, it’s
important to keep the number
of options to a minimum and
include the ability to repeat
the choices. While it is possible
to record your own IVR menus,
it is often preferable to have
an agency record the voice of
the IVR systems to make it as
clear and professional as possible.
An effective way to ensure that
your IVR is effective is to
monitor the IVR logs to see
how many calls are dropped,
as dropped calls are an indication
of customer frustration with
the phone system.
About TCMS
Application Generator (Tool
Kit)
The TCMS IVR is an application
generator that allows you full
connectivity to the most popular
databases including Microsoft
Access, Microsoft Excel, Microsoft
Fox Pro, dBase, bTrieve, Paradox,
or standard text files. The
TCMS IVR systems can be used
to read information from databases,
write information to databases,
as well as query databases and
return information. IVR performs
over 40 different customizable
commands. You can setup properties
for each command just like manual
commands. |
| |
The TCMS IVR is
an application generator that allows
you full connectivity to the most
popular databases including Microsoft
Access, Microsoft Excel, Microsoft
Fox Pro, dBase, bTrieve, Paradox,
or standard text files. The TCMS IVR
can be used to read information from
databases, write information to databases,
as well as query databases and return
information. IVR performs over 40
different, customizable commands.
You can setup properties for each
command just like manual commands.
The TCMS IVR system applications
are not stand alone applications.
These Applications are executed inside
a mailbox on your system. TCMS
IVR supports T1, E1, ISDN, DID, and
analog interfaces. Callers can dial
into an application directly or dial
into the system and select an application
to use. The TCMS IVR systems run on
Intel Dialogic (digital and analog)
boards. The TCMS IVR will execute
any application you create when a
caller dials. By using DTMF it
allows callers to interact with the
system. Database technology allows
you to read, write, append, search,
and seek database information, you
can record your product inventory,
setup games, keep track of your customers
or patients, or virtually any other
application you can think of. The
advanced, technology, backed by a
simple, easy to use, drag & drop
interface makes writing applications
easy.
| Applications
Generator Command Blocks |
|
The
Command Blocks palette
allows you to click
on any command block
and drop it into the
simple to use, graphical
interface of TCMS IVR
systems. Each command
block is completely
customizable and arranged
in groups by the function
each will perform, Voice
Mail functions, Database
Functions, Date and
Time functions, Text
File functions, String
functions, and finally
other useful functions. |
|
|
Features and Application
Usages |
|
·
INTERACTIVE
VOICE RESPONSE
·
VOICE
MESSAGING
·
AUTOMATED
RECEPTIONIST
·
DATABASE
·
TEXT
TO SPEECH
·
INTERNET
READY
·
SPEECH
RECOGNITION
·
VOICE
TO EMAIL
·
FAX
TO EMAIL
·
OUT
DIAL
·
FOLLOW-ME
/ ONE NUMBER
·
PREDICTIVE
DIALER
·
APPLICATIONS AND
INDUSTRIES
·
SYSTEM
SPECIFICATIONS
·
SYSTEM
FEATURES
·
CONTACT INFORMATION
·
ORDER
ENTRY
·
STORE LOCATOR
·
ACCOUNT
BALANCE
·
FAX ON DEMAND
·
OUT DIALER |
|
|
| |
Better
Communication for Less
ACC IVR for the Windows
NT/2000/XP operating system
combines superior, cutting
edge technology with TCMS’s
dynamic hardware and software
innovations, to provide
you with the best in call
processing systems. ACC
IVR is a call processing
system that is bulletproof,
innovative and unmatched
in price.
ACC IVR systems works
equally well on Centrex,
PBXs, and seamlessly integrates
with Central Office Switches.
ACC IVR lets your company
function the way you normally
do, but with greater performance
in handling phone calls.
ACC IVR handles all calls
automatically without
delaying assistance to
clients, allowing suppliers
to check inventories or
allowing busy executives
to check messages.
Smart
Solutions to Costly Problems
No longer will you have
to channel all incoming
calls to be handled manually.
Callers appreciate the
courteous personal touch
ACC IVR offers, while
providing accurate information
to the callers. No longer
will you have to rely
on clerical staff to handle
an incoming call and provide
information from your
database.
|
|
FINDING THE RIGHT
SYSTEM FOR YOUR COMPANY!
You know your business has special
needs. Finding a system that accommodates
your real problem. ACC IVR from
TCMS can provide you with the only
call processing system you will ever
need because we ask what your needs
are and then customize the application
to accommodate. You can also customize
the application the way it will fit
your business. At TCMS we combine
our knowledge of the call processing
industry, with an understanding of
your business to provide you with
best system solution. Your investment
is maximized, your special requirements
are met, and the benefits begin to
pay you back immediately. You the
customer is involved directly in the
development of your system assuring
you the commitment and personal service
you deserve.
Interactive Voice
Response
ACC IVR is an Applications Generator
program that allows you to design
and implement Interactive Voice Response
(IVR) applications.
Voice Messaging
The Voice Messaging feature of ACC
IVR allows callers to access and leave
a message at the proper mailbox. Each
message is individually dated and
time stamped and kept in the order
they were received. The messages are
not restricted by fixed message length.
The messages remain private and secure
and can be reviewed at any time from touch-tone phone with proper
access code.
Automated Receptionist
The Automated Receptionist feature
of ACC IVR answers calls immediately
and gives the caller the option to
speak with the operator, or go directly
to a desired extension. This 32-bit
Windows applications generator is
a "Fast Build Kit" for meeting
deadlines. The ACC IVR systems Drag
and Drop development facilities provide
full featured icons which can be moved
and connected to a free form call
flow. Each icon carries enough comment
fields to insure a very clear documentation
trail of what is happening at each
step. For example: What prompt is
playing to the caller or How long
should we wait for a response? Icons
are grouped logically for every stage.
ACC IVR systems can answer repetitive
questions by having the caller make
selections from menu of options.
Third Party Database
Hand Shake
Many applications require a database
interface with an IVR system. ACC
IVR provides emulation and links to
many databases such as Microsoft Access,
dBase, Foxpro, SQL, Sequel Server,
Informix, Oracle, and many others.
Data runs between the IVR and the
database application through specific
variables. Applications can run embedded,
be created on the fly, or through
import/export facilities.
Text to Speech
As an option to hearing your voice
messages, the IVR systems can effortlessly
speak e-mail messages. You can listen
to your e-mail from any telephone
in the world. The system can read
your product descriptions, names,
addresses, news articles, and much
more. This truly gives voice to your
data. As an option to hearing your
voice messages, the IVR system can
effortlessly speak e-mail messages.
You can listen to your e-mail from
any telephone in the world. The IVR
systems can read your product descriptions,
names, addresses, news articles, and
much more. This truly gives voice
to your data.
Speech Recognition
ACC IVR Voice Recognition modules
recognize words, names, spoken letters,
and numbers, Callers can spell names,
order products, enter account numbers,
or zip codes, all without entering
touch tones, just by talking.
Internet Ready
IVR and WEB access (both on the Windows
NT/2000/XP Server), allow callers
to retrieve information from touch-tone
phone or their web browser. With the
Internet option you can service your
customers over the telephone or via
the hyperlink. The system responds
over the Web, or voice prompts over
the telephone. You enter your selections
and get information by clicking on
icons or by choosing from menus.
Voice to
Email
ACC IVR can record a message from
a caller for you and then deliver
it to you over the email. This is
a very useful feature, because it
allows you to listen to your messages
from your computer and then archive
them appropriately. It also allows
you to read your messages from wherever
there is an email terminal with sound
capabilities.
Fax to Email
ACC IVR can receive a fax document
and then deliver it to you over an
email. This very useful feature allows
you to view your fax documents on
your computer screen, then either
print or archive them appropriately.
It also allows you to view your fax
documents from wherever there is an
email terminal.
Out Dial
This tool allows for importing a database
of phone numbers into the IVR systems.
The system will out dial for confirming
a delivery time, reminding patients
of an appointment with their doctor, notifying
students of an event, or letting clients
know their stock requirements are
met, and the benefits begin to pay
you back immediately. You, the customer
is involved directly in the development
of your system assuring you the commitment
and personal service you deserve.
Follow Me
One Number
The Follow-Me feature ensures that
every call received finds your wherever
you may be. With One Universal Number
you can be reached at home, the office
or on your cell phone. The One Number
Feature follows you wherever you are.
Predictive
Dialer
With the IVR Predictive Dialer option,
you can setup your very own Call Center.
The system makes an out dial call,
listens when a live “Hello”
is detected, then automatically transfers
the call to an available agent.
Speech Recognition
Winfax interface
The TCMS software can make use of
the Winfax software from Semantic
for sending out fax documents. You
need a separate phone line for Winfax.
Right fax
The TCMS software can also interface
with the Rightfax server software.
Intel Dialogic Fax
Call
Bridging
The TCMS software has full support
for the fax technology provided by
the Intel Corporation. The software
can make use of the same phone line
for voice and fax. The software supports
the option of one call or two calls.
For one call the caller calls from
his machine and requests a document
and then presses the Start button
to receive his fax. Call Bridging
is a technique where a call arrives
on one telephone line and goes out
on another telephone line. The TCMS
software can receive a call on one
telephone line and call out on another
line and connect the caller to the
called party. This feature is useful
for digital trunks and other situations
where the phone company does not provide
the call transfer feature. In some
cases caller presses “0”
and wishes to talk to an operator,
TCMS transfers the call to a live
person by bridging the calls.
Credit
Card Authorization Module
This module allows your callers to
pay using their credit cards. In many
cases if the caller wants to pay using
a credit card, the TCMS software asks
the caller to enter his credit card
number and the expiration date. Then
the software invokes the Credit Card
Authorization Module and sends a transaction
to the credit card processing company.
After the software receives the credit
card authorization code, it concludes
the call session.
Phone
Systems Supported
The TCMS software supports most of
the telephones in operation. For a
complete list of phone models the
software supports, see our PBX support
list.
Caller
ID Support
The TCMS software makes full uses
of the Caller ID. It logs all the
calls received with the associated
Caller ID’s. It can also log
the touch-tone keys the caller presses
for further analysis.
Internet Connection
Web Interface
The TCMS Web Interface allows multiple
operators the provision of TCMS IVR
systems gateway based on the application.
The TCMS IVR systems allow you to have Gateways.
Email Interface
The TCMS software has the capability
of sending emails. However, the IVR
administrator must add the e-mails
addresses.
Prepaid Calling Cards
Acting as a smart switch, an application
could deliver debit card or pre-paid
calling card service as a turnkey
package.
Some of Pre-Built
Applications
IVR FUNCTIONS For Cable TV
Companies
| IVR
SYSTEMS FUNCTIONS |
APPLICATIONS |
THE
BOTTOM LINE |
.
Automatically
handle every call from
customers.
.
Answer
calls on the first ring,
7 days a week, 24 hours
a day.
.
Speak to callers in human
voice.
.
Provide
accurate and reliable
information, up to date.
.
Resources
your present personnel
for more productive work. |
.
New service
subscription
orders
.
Subscription
and programming rates
information
.
Installation
scheduling
.
Services
interception
.
Problem
status
.
Billing
inquiries
.
Past due
account information
.
Last payment
received
.
Programming
and special features information
.
Account
balance |
.
Improved
customer service.
. Enhanced
productivity/
streamlined staffing
.
Better
subscriber
communications
.
Lower
cost
.
Efficient
information flow
.
Expanded
customer service hours |
|
Health Care
Industries
| IVR
SYSTEMS FUNCTIONS |
APPLICATIONS |
THE
BOTTOM LINE |
.
Automatically
handle every
call
.
Answer
calls on the first
ring, 7days a week, 24
hours a day.
.
Multi-lingual
prompts
.
Speak to callers in human
voice
.
Provide
accurate and reliable
information, up to date. |
.
Payment
tracking
.
Claims
processing and billing
.
Admittance
and discharge
records
.
Inventory
reports
.
Office
locations and operating
hours
.
Change
of address
.
Routing
of callers to specific
personnel |
.
Improved
service
.
Enhanced
productivity
.
Lower
cost
.
Efficient
information flow
.
Reduced
staffing requirements
.
Reduced
paper environment |
|
Human Resource Department
| IVR
SYSTEMS FUNCTIONS |
APPLICATIONS |
THE
BOTTOM LINE |
.
Automatically
handle every
call from employees,
applicants and retirees.
.
Answer
calls on the first
ring, 7 days a week, 24
hours a day.
.
Speak
to callers in human
voice.
.
Provide
accurate and
reliable information,
up to
date.
.
Resources
your human
resource representative
for
more productive work.
|
.
Benefits
and pension plan
information
.
Pension,
401K and stock purchase
account servicing
.
Employment
application
information Training course
scheduling and sign-up
.
Employee
communications
.
Schedule
interview
appointments
.
Personnel
record auditing and
tracking
.
Payroll
inquiries
.
Crisis
communications:
disasters, closings due
to
weather.
|
.
Improved
service
.
Enhanced
productivity
.
Lower
cost
.
Efficient
information flow
.
More employee
satisfaction
|
|
IVR Systems Specifications
Port
Capacity |
| Number
of Ports |
2
– 128 |
Normal
Environmental |
| Temperature |
40 to
100 F |
| Altitude |
Change
-1000 to 10,000 ft. AL |
| Humidity |
20 to
80% non condensing |
| External
Power Supply Module |
100-120
V 0.39 A 50-60 Hz |
| Heat
Dissipation |
5,500
BTU per hour |
Regulatory
Approvals |
| Safety |
UL 1459,
Second Edition/CSA / C222,
No. 220 |
| EMC |
FCC
Part 15, Class A |
| Telecom |
FCC
Part 68/DOC, CS-03 |
| Data
Communications |
Rs-232C,
Ethernet, TCP/IP |
| Signaling |
SMDI/SMSI,
In-band (MF & DTMF)
/ R1, R2 MFC, SS7,
ISDN PRI, DID Reversed Voltage |
| Network
Interface |
Ground
Start, Loop Start, DID Trunk,
T1-ES-AMI D4, E1,
T1-ESF-ISDN |
|
Computer
System Requirements
. Intel
Pentium III or higher processor
. Windows
2000 Professional or higher
. 256
Megabytes of RAM
. 3.5"
Floppy Drive
. 4
Port or Digital Voice Response Board(s)D-RW
Drive
. 20
GB or larger Hard Drive (Note: 10MB
= 1 Hour of voice)
. 56
KHz US Robotics Modem
. PC-Anywhere
or Remote Admin Remote Support Software
. VGA
display card, VGA monitor
. Keyboard,
Mouse
. Database
Software
Conclusion
The IVR systems are powerful tool
for increasing customer satisfaction,
and these can help reduce the overall
cost of a call center while maintaining
or even increasing the number of incoming
calls. However, too much of a good
thing can be counter-productive. A
balance of automation and good old-fashioned
customer service is often more effective
than a faceless machine, and in today’s
highly competitive marketplace, a
smiling face and a firm digital handshake
can be of value.
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Interactive Voice Response - Brochure HTML
