28 December 2010

IVR Basics : Part 1

Q 1: What is IVR ?
Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR technology is used extensively in telecommunication. In telecommunications, IVR allows customers to access a company’s database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the instructions. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.

Q 2: Why should we use IVR?
Using a well-made IVR application, you can offer your callers more than an automated answering service. IVR offers aopportunity for your company to stay in touch with your customers anytime, day and night. IVR allows your customers to order a product, request a catalog, find your closest store, access information about your company, or just offer an opinion about your business.
• IVR is always available - 24 hours a day/7 days a week.
• IVR supplies you with monthly usage reports and maintains vital information .
• IVR is very efficient and accurate.

Q 3: What is function of MSC?
The mobile switching center (MSC) is the primary service delivery node for GSM, responsible for routing voice calls and SMS as well as other services (such as conference calls, FAX and circuit switched data). The MSC sets up and releases the end-to-end connection, handles mobility and hand-over requirements during the call and takes care of charging and real time pre-paid account monitoring.
In the GSM mobile phone system, in contrast with earlier analogue services, fax and data information is sent directly digitally encoded to the MSC. Only at the MSC is this re-coded into an "analogue" signal (although actually this will almost certainly mean sound encoded digitally as PCM signal in a 64-kbit/s timeslot, known as a DS0 in America).

Q 4: What are the integral parts of Nortel Networks IVR?
• Speech recognition, speaker verification and speech synthesis.
• Fax data receival and transmission.
• Call referral.
• Database interface, Host Interface.
• Caller Message Recording (Voice Mail).
• Computer Telephony Interface.
• Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP).

Q 5: How call is routed to IVR application ?
a) The caller places the phone call to the IVR system.
b) The call is routed through the Public Switched Telephone Network.
c) The call is then routed to the company’s Private Branch Exchange (PBX).
d) The call is routed from the PBX to the IVR. A PeriProducer application answers the call and interacts with the caller.
e) Calls may be transferred to Customer Care Representatives.


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