Interactive Voice Response System

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IVRS is an important development in the field of interactive communication which makes use of the most modern technology available today. IVRS is a unique blend of both the communication field and the software field, incorporating the best features of both these streams of technology. This technology allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. Dual-tone multifrequency signalling (DTMF) is used for telecommunication signalling over analog telephone lines in the voice-frequency band between telephone handsets and other communications devices and the switching centre.
IVRS is an electronic device through which information is available related to any topic about a particular organization with the help of telephone lines anywhere in the world. IVR allows customers to interact with a company?s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes.
IVRS provides a friendly and faster self service alternative to speaking with customer service agents. It finds a large scale use in enquiry systems of railways, banks, universities, tourism, industry etc. It is the easiest and most flexible mode of interactive communication because pressing a few numbers on the telephone set provides the user with a wide range of information on the topic desired. IVRS reduces the cost of servicing customers.
IVR technology is also being introduced into automobile systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems.

  • AIMS AND OBJECTIVES :
  • IVR system should store responses made by callers.
  • It provides different responses to callers based on time of day called.
  • It is able to capture either touch-tone or voice responses by callers.
  • It will consider the nature of the user, to provide the correct response and will provide the user with all sorts of related information for his concern.

 

  • BASIC IDEA :

Customer calls on a telephone number, the Voice System answers the call, greets the customer and prompts for instructions via spoken menu. In response to the caller's commands, database information may be retrieved or service requests executed.
Responses to the caller are via pre-recorded digitized voice on computer.

When connecting an Inter-voice system into telephone lines (either analog lines or digital T1/E1trunks), the applications can handle either incoming or outgoing calls and then performs the following voice processing features:
DTMF or pulse tone input
Provides unlimited pre- recorded voice messages

Live recording of customer messages
Accesses or stores information to and from the back-end host, database or the Internet
Uses leading speech recognition technology to process either spoken words or full sentences

Using Inter voice hardware and software, we have developed voice automation applications. A simple Voicemail system is different from an IVR in that it is person to person whereas an IVR is person to computer. IVR could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded. IVR can:
Transfer the customer calls to the right people to handle
Provide the most updated product or service information
Record customer messages for follow up later 
Perform automated transaction processing without human intervention

CALL centres originated as a cost-cutting measure by US companies several decades ago but they only really started to take off in the UK in the 1970s. The initial centres were in house operations in larger organizations and they tended to share and be formed by the same basic assumptions and drivers. The idea was that if you could cluster the majority of telephone based contacts with the customer in a single department you could have people focused just on call-related services. Several advantages would follow first as a coherent department focused on telephone services, such a centre could be managed more coherently. A second motive was that through careful management of the centre we would inevitably get the benefit of having more calls handled by fewer people. Steve Morrell, Managing Director at ContactBabel an organization that specializes in analyzing the call centre market, points out that this early focus on efficiency and cost cutting in a sense got the call centre industry started off on the wrong foot at least in relation to current best practice. It meant that the whole industry focused on measuring things such as call lengths or time to resolution. The faster the operator could complete a call, the more efficient and effective the contact with the customer was deemed to be," he explains. Divide the number of calls by the number of operators, and you could see at a glance how efficiently your centre was operating .The bigger the number the better the shorter the call duration and the shorter the time to resolution, the better.

 

1.1Aim and Objectives

 

The main aim and objective of this report is to know the students attendance, marks quickly through the telephone without the intention of the college authority. By dialing the desired number one can dig up the information of student. One of the main advantages is the time spending for college officials in attempting phone calls from outsider will be reduced.

 

1.2 Literature Review

 

What can be done using an Inter voice System?
When connecting an Inter-voice system into telephone lines (either analog lines or digital T1/E1 trunks), the applications can handle either incoming or outgoing calls and then perform the following voice processing features:
? DTMF or pulse tone input
? Provides unlimited pre- recorded voice messages
? Live recording of customer messages
? Accesses or stores information to and from the back-end host, database or the
Internet
? Uses leading speech recognition technology to process either spoken words or full
sentence.

 

1.2.1 What are interactive voice response (IVR) systems?

 

Interactive Voice Response (IVR) systems allow callers to interact with the communications system over the telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow the user to efficiently exchange information. An IVR system talks to callers following a recorded script. It prompts a response to the caller and asks him to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made using clerical processing.
A computer needs special hardware called a telephony board or telephony card to understand the DTMF signals produced by a phone. A simple IVR system only requires a computer hooked up to a phone line through a telephony board and some inexpensive IVR software. The IVR software allows you to pre-record greetings and menu options that a caller can select using his telephone keypad. More advanced IVR systems include speech recognition software that allows a caller to communicate with a computer using simple voice commands. Speech recognition software has become sophisticated enough to understand names and long strings of numbers perhaps a credit card or flight number. On the other end of the phone call, an organization can employ text-to-speech (TTS) software to fully automate its outgoing messages. Instead of recording all of the possible responses to a customer query, the computer can generate customized text-like account balances or flight times and read it back to the customer using an automated voice. Many of today's most advanced IVR systems are based on a special programming language called voice extensible markup language (vxml).

 

1.2.2 VXML Based IVRS System

 

Here are the basic components of a VXML-based IVR system:

  • Telephone network -- Incoming and outgoing phone calls are routed through the regular Public Switched Telephone Network (PSTN) or over a VoIP network.
  • TCP/IP network -- A standard Internet network, like the ones that provide Internet and intranet connectivity in an office.
  • VXML telephony server -- This special server sits between the phone network and the Internet network. It serves as an interpreter, or gateway, so that callers can interface with the IVR software and access information on databases. The server also contains the software that controls functions like text-to-speech, voice recognition and DTMF recognition.
  • Web/application server -- This is where the IVR software applications live. There might be several different applications on the same server: one for customer service, one for outgoing sales calls, one for voice-to-text transcription. All of these applications are written in VXML. The Web/application server is connected to the VXML telephony server over the TCP/IP network.
  • Databases -- Databases contain real-time information that can be accessed by the IVR applications. If you call your credit card company and want to know your current balance, the IVR application retrieves the current balance total from a database.

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