Improving business voice solutions with dynamic and flexible IVR intelligent Voice Response (iVR) is a standalone product that enables businesses to quickly create and modify an Interactive Voice Response solution. Interactive Voice Response (IVR) systems can be beneficial to companies and their customers, provided they are created with careful consideration and an understanding of call volumes, types of calls/enquiries and expected responses, and with the ability to break-out to an agent. However, many IVR solutions are limited by poor implementation and are difficult to change as business processes evolve. The most common complaints encountered are poor menu structures and difficulties in getting through to a 'real' person when needed.

intelligent Voice Response

With the iVR product, TeleWare has provided dynamic IVR capabilities to enable businesses to edit and tailor systems interactively and rapidly for themselves. This powerful, simple to use tool is designed to let businesses develop, test and invoke customised call flow and application solutions encompassing intelligent call routing, queuing, messaging and information services and call connection for receptionist assistance.

With iVR's intuitive graphical user interface, applications are drawn by ‘click and select’ using a set of basic building blocks, each of which has its own individual properties and associated actions. Its wide range of functionality makes iVR ideal for the development of automated routines, from simple call routing based on a number of variables such as time-of-day, to enhanced applications such as stock enquiry and product ordering.

Capabilities include:

• Use of Voice Forms for data collection
• Automated Speech Recognition (ASR) capabilities so that menu options and data input may be spoken by callers as an option to being entered using DTMF tones from a telephone keypad to empower mobile and disabled workers
• Text-to-Speech (TTS) to automatically generate voice prompts to callers

Text-to-Speech capabilities within the iVR product can provide a more cost effective and viable option than pre-recording prompts where frequent changes are required. TTS can also be used to read back information to callers from a database. This allows the system to be closely tailored to existing business processes and reduces staff involvement in routine calls.

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