What is Interactive Voice Response (IVR).

Interactive Voice Response is just one form of Computer Telephony (CT) that is becoming commonplace in automating the handling of telephone calls. You have probably used CT technology regularly without realizing it. When you place a call to a business and are asked by an automated voice to enter a number on your touch-tone phone, you're using one common type of CT application: a Voice-Mail or Auto-Attendant system.

Interactive Voice Response (IVR) is the technology that takes this one step further and allows people to interact with a computer through their telephone, and the use of these systems in organizations of all sizes is growing rapidly.

The reason for this growth is the benefits you gain when CT is used in conjunction with other computer and communication technologies to reduce costs, improve customer service, and increase sales.

What can IVR be used for?

Automated customer service systems that allow you to check status of Cashiers Checks,

Money Orders, Gift Certificates, Etc..

What can IVR do for your business?

Now you can give your customers direct telephone access to their Official Items.

IVR lets your customers bypass your normal Customer Service Rep for straightforward inquiries, such as Paid/Unpaid, Void, Etc. Using only their touch-tone telephone, your customers are able to do many account inquiries, quickly and conveniently and with benefits for you as well.

Your Company Benefits

• Improved customer service
• Your staff freed for more complex work
• Low cost, full functionality
• Centralized or Branch Controlled
• Simple Installation
• Works on dedicated Telephone service or through PABX.
• Interfaces to 3T Data
• Call Logging and Reporting Available
• Reliability and Redundancy built-in

Typical Customer Benefits

• No queuing for an operator.
• Fast, direct presentation of inquiry
• 24 hours, 7 days a week access
• Privacy of information.
• Redirection to Operator

System Preparation Procedures

When a new system is to be installed we need to work with our customers to identify their needs, determine how we can work with their telephone system and define what functionality is to be offered to their users. In this final stage we work to prepare a voice recording script and flow-chart, which embody the functions to be offered and, as a result, the script is the "specification" of how the final system is to work.

To assist a new client with this process we have a document called the "New System Setup Guide" which details the standard operating procedures and voice prompts used and discusses the options available.

We seek specific assistance with, and consideration of, the following items:

1.       Selection of method of connection to Telephone System and Provision of telephone lines.

2.       Definition of Call Handling Procedures

3.       Selection of Announcer's Voice

4.       Provision of all Account Names and Types List

5.       Provision of all Transaction Code Descriptions

6.       Development/Installation of host system interface program.

7.       Provision of Host Computer terminal port(s).

8.       Identification of installation location

Voice Recording

The voice messages spoken by the system are all pre-recorded and stored on the system as digital data files. To prepare these files, a professional speaker is used to record the script in a studio. A tape of this recording is then digitized and edited at 3T, with individual message files put onto the 3T IVR System's hard disk.

We supply to customers a set of files or CDs containing samples of a number of suitable announcements. We usually also provide some telephone numbers of live systems that clients can call to hear, briefly, what an announcement might sound like. These voice recordings can be made in any language and the operation of the system would be generally unaffected. It is also possible to have multiple languages simultaneously spoken on the system. Each telephone line, or group of lines, could be allocated to a specific language and users could be asked to call the appropriate number; or a language preference could be selected through in-dial or an initial menu option.

Software Development

Once the script has been prepared one of our engineers develops the software for the particular application. This software usually consists of a set of procedures defining the "flow" of the final program and utilizing functions, which we have previously developed, resulting in a rapid develop time.

The resulting program is "linked" with a driver for the appropriate host interface and a final program generated which is tested in-house, using the customer's own voice message prompts.

In the case of customer-specific telephone call handling procedures, we attempt to simulate these where possible but these may have to be finalized on site. In some cases, depending upon the telephone system in use, the 3T system telephone line interface may have to be "trained" to recognize new call progress tones detected on the lines.

Hardware preparation

During the system preparation phase the hardware for the system is prepared and burnt-in. Any cable assemblies are made, communications cabinets constructed and patch panels wired in readiness for shipping.

We try to have ensured that no hardware adjustments need to be made on site.

On-site Installation

We try to schedule our engineers' time on site so that an installation can be completed quickly. Subject to the availability of telephone lines, host port and host interface software the system should be operational within the first few hours on site.

Additional work on site is usually necessitated by the need to arrange for connection to any internal LANs, testing and implementing special telephone call diversion functions.

The balance of the time is usually dedicated to the training and instruction of the customer's key staff in the system's functions and report generation and the system's console operation. They are also given advice on how to go about solving simple problems and how to carry out instructions from one of Swift Call's staff for any future software updates.

At this time we also provide a complete "System Operations Manual" together with a final copy of the customer's own script for reference.