Interactive Voice Response System

IVRS lends voice to Computer Database. It provides the callers intended information over telephone by guiding the caller through prompts and a pre-designed "Call Flow" tree. The IVRS, in turn retrieves the required data seamlessly from the database server. Depending on the requirement, the guiding prompts and set of information can be provided in different languages.

Since an IVRS acts as a mouthpiece for the data in the database server, its applications can vary widely. Some typical examples are provided hereafter. Being an automated information retrieval and dissemination technology, it can render service continuously 24 hours a day. Thus an IVRS is a tool that can extend the business interaction hour with its customers without any additional manpower.

IVRS systems are available from Cologicx on both analog and digital platforms and they are suitable for both MS Access and SQL Server. Size of an IVR essentially depends on the traffic of calls and their duration expected by the host organization. Minimum size of an IVR is normally 4 channels in analog format. Digital IVR, on the other hand, starts with 30 channels. CologicX-IVRS is based on a robust and versatile core engine developed in-house. It utilizes the API and other resources of the voice card. The upper layer software that is custom designed to cater to the call flow requirements specified by the customer, provides all intended functionalities. The connection between the IVR software and the database in the server is seamless.

Benefits of Cologicx IVRS:

Comprehensive voice-processing capabilities. In case of digital, there is no need for EPABX and Voice Processing Cards can be directly used to terminate the E1 lines. Integration with existing telephone and computer systems-whether they are state-of-the-art databases or legacy systems. Modular architecture allows IVR system to be easily adapted to new industry-standard hardware and operating systems as they're introduced. The IVR system with Digital Lines is designed with the latest technology.

Most critical requirement for design of an IVRS is the correctness of the “call flow” required by the customer. The customer must, therefore, analyze the requirements and then draw up the “call flow” tree. Any mistake or omission at this stage will make the system defective and may call for substantial rework.

The second most important requirement in superior design of IVRS is the content and number of prompts required by the customer’s organization.

Highlights:

CologicX-IVRS comprises basic Engine software that forms the heart of the system in conjunction with the API, resources and library of the Voice Card. In order to ensure that specific and full requirements are met, the software is designed to cover all the elements of “call flow” provided by the customer. The customized software covers the call flow requirements of the customer.

Applications:

Applications of IVRS are innumerable. Cologicx-IVRS has been used for:

Hospitality Industry Credit Card companies Organizations providing counsel on Aids Organizations supporting psychologically affected persons Schools and educational institutions Airlines Hospitals and Nursing Homes Transport Companies

Play Lottery IVR Description:

Provides the caller with option to play online lottery Authenticates card number entered from database. Debit the account value as per offer game Card holder enters number and same is stored in database Game transaction number is generated and played out to caller Play out new card balance after each game

Merchant Establishment IVR:

Winner of games are credited with the valued of the reward on the card itself they can redeem it for purchases at select establishment. These establishments will accept the card value for purchase. He will call into IVR and debit the value of purchase and issue new card in lieu of old card.

Description:

Provides Merchant to authenticate card number and the amount to be debited. Debits player’s card by amount approved. Credit Merchant account by amount approved. Issue new card in lieu of old card.

Proposed IVRS : 4 Port System Architecture for A Customer

Functionalities: Option 1

Call will land on operator console. If the caller is prospective customer, operator will transfer the call to IVR System for detailed information on the product. Note: Each IVR System port can be configured for one product / group of products information. During the conversation with operator, if the customer already mentioned about the query/information required, operator can transfer the call to a dedicated port for the same. Caller can select options for product information. System will playback all the information provided for the same. Caller can chose to talk to concern product manager for specific query. System will transfer the call to extn as specified. Caller can chose option to record the message/query with contact details. System will record the query and the same can be played back from GUI.

PBX Configuration Required:

Free 4 Analog extn ports to connect IVR System with all functionalities. One group, so that telephone operator can transfer the calls to one number always. Cable connection. DIT/DID is required if calls has to land directly on IVR System

Functionalities: Option 2

Call will land on IVR System Other flow as mentioned above in option 1 (3,4,5)

IVRS Call Flow:

IVRS System Architecture: