IVRS

1

• IVRS
• Course Content
• Terminology
• What is IVRS?
• Benefit of Using IVRS
• IVRS VS Traditional Telephone System
• PBX Solutions VS Un-PBX Solutions
• IVRS in the market
• IVRS Solutions Successful Cases
• Hardware Components in IVRS
• Software Components in IVRS
• Costs Time to Implement IVRS
• Future Trend
• Hand-on Practices

2

• Terminology
• IVRS Interactive Voice Response System
• ASR Automatic Speech Recognition
• VR Voice Recognition
• TTS Text to Speech
• PSTN Public Switched Telephone Network
• PBX Private Branch Exchange
• ACD Automatic Call Distributor
• CT Computer Telephony
• T-1 1.544 Mb/s, 24 Trunks Telephone Line
• E-1 2.048 Mb/s, 30 Trunks Telephone Line
• DTMF -Dual Tone Multi-Frequency

3

• What is IVRS?
• IVRS stands for Interactive Voice Response
  System.
• Using IVRS, user can interactive with an your
  application via telephone.
• Users give response to the system through DTMF
  and voice.
• System give response to user through audio text
  (recorded voice), TTS, e-mail, fax or short
  message.

4

• Benefit of IVRS
• Benefit to Companies
• Improved customer service
• Staff freed for more complex work
• Low cost, full functionality
• Centralized or Branch Controlled
• Simple Installation
• Works on dedicated Telephone service or through
  PBX
• Interfaces to all Host Computers
• Full Call Logging and Reporting
• Reliability and Redundancy built-in
• Reduced staffing costs
• Faster response times
• Save international cost (VoIP, Fax-to-email)

5

• Benefit to Customers
• No queuing for an operator
• Fast, direct presentation of enquiry
• 24 hours a day, 7 days a week access
• Privacy of information
• Request Faxed Information (FOD)
• Redirection to Operator
• Callers benefit by spending less time on hold

6

• IVRS VS Traditional Telephone System
• Traditional Telephone System
• In traditional telephone system, PBX act as the
  entry point of
• the company telephone system. People outside
  dial the phone
• number with extension followed (2XXXXXXX-XXX).
• Simple, no automation can be done, all incoming
  calls should
• be handled by operators.
• Large call centre, limited service.
• Interactive Voice Response System
• Selected incoming calls can be handled by
  operators.
• Some task can be completed by IVRS, no operator
  needed.
• If the task is too complex for IVRS, redirect
  call to operator.
• Small call centre, better service.

7

• PBX Solution vs UN-PBX Solution
• PBX solutions
• IVR System is connected to the PSTN via
• PBX.
• IVRS features can be integrated to existing
• company telephone system without too much
• cost and system changes.
• Not suitable for small and new system, some
• PBX functions can be performed by Intel
• Dialogic Card also, PBX can be replaced in
• some new system.

8

• Un-PBX Solutions
• IVR System is connected to the PSTN
• directly via analog or digital interface.
• No PBX is needed.
• Suitable for small and new system.

9

• IVRS in the Market
• Hardware Manufacturer Solutions Provider
• System Integrator Hosting
• TTS ASR Engine Provider

10

• Intel
• http//www.intel.com
• Hardware Manufacturer
• Complete Solutions

Intel Telecom Products http//www.intel.com/design
/network/products/telecom/index.htm
11

• NMS Communications
• http//www.nmscommunications.com
• Hardware Manufacturer
• Complete Solutions

NMS Communication http//www.nmscommunications.com
/NMS/nmssweb.nsf/pages/ProductHome
12

• NSC
• http//www.nscspeech.com
• Hardware Manufacturer
• Complete Solutions
• Major in ASR Solutions

13

• PCCW
• http//www.pccw.com
• IVR System Development
• System Hosting

14

• ICG
• http//www.esi-asia.com
• IVR System Development
• TTS, ASR Solutions
• VoIP
• Administration System

15

• Scansoft
• http//www.scansoft.com
• Speech Recognition
• Text-To-Speech
• Speaker Verification
• IVRS Usages

16

• IVRS Usage
• Common IVR Applications
• Telephone Banking
• Bill Paying
• Bookings for Cabs and Couriers
• Locator for Service Centre or Branch
• Auto-Attendant Systems for directory assistance
• Fax-on-demand for technical support information
• Message Recording
• Information Hotlines
• Interactive systems giving public transport
  Schedules on command
• Automated customer service systems for checking
  order status
• Outbound Dialing
• And more

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• Product/Service Promotion
• Product/service promotion system make call to
  customer automatically.
• Check if the answering machine is a phone or a
  fax machine.
• If the answering machine is a phone and there is
  some human voice, play you promotion message,
  customer may press 1 to listen more, press 2 to
  get a fax or press 3 to exit.
• If the answering machine is a fax machine, send
  your promotion fax out (fax-on-demand).

18

• Survey and Questionnaire
• Simple survey and questionnaire that contain
  multiple choices questions only can be done by
  using IVRS easily.
• No operator needed.
• Some complex survey and questionnaire must be
  done by operator, but IVRS can still be used to
  assist the operator and minimize his workload.
• Quality of operator can also be monitored using
  IVRS, all conversation between operator and
  customer can be recorded and listen by manager
  later.

19

• Call Centre
• IVR technology today is mainly used to automate
  various routine processes and helps to reduce
  the involvement of expensive human
  resources/agents by
• Identifying the caller by asking him/her to enter
  their account or PIN.
• Confirming the account and/or PIN by
  interrogating the back-end customer database.
• Asking the caller to select the required service,
  for example entering 1 for accounts or 2 for
  queries etc. 24x7 Self-service functionality is
  also available allowing the customer to get
  information such as his account balance read back
  to him (text-to -speech), faxed or e-mailed.
• Speech recognition is getting increasingly
  popular and being used more and more in IVR
  technology to allow customers to interact by
  simply speaking/saying their account and/or PIN
  without having to enter any digits on the
  telephones.

20

• Speaker Verification/Authentication
• IVRS will soon be further enhanced with speaker
  verification/authentication capabilities that
  will authenticate the callers by matching his/her
  voice print rather than the account or PIN.
• The voice is something that is inherent and
  unique to everyone no two voices are exactly the
  same.
• Rated on ease of use, accuracy and cost, voice
  authentication for identification performs the
  best of all the biometric technologies. A huge
  advantage is that no additional equipment is
  required. The ordinary telephone line is used for
  verification. The voice cannot be stolen and
  tests have shown that even identical twins have
  different voiceprints.

21

• Unified messaging
• Unified messaging provides a single point of
  access to voicemail, fax, and email.
• User may collect voicemail, fax (fax-on-demand),
  e-mail, SMS using any Internet machine, phone,
  fax machine, mobile terminal, PDA or pager at
  anytime.
• In the user's familiar email inbox, a unique icon
  identifies each message type.
• The single point of access and control increases
  employee productivity while improving
  communications with both customers and
  co-workers.
• When out of the office or on the road, users can
  access and manage all their messages through the
  Telephone Interface. (Fax and e-mail also can be
  listened to by using TTS technology)

22

• IVRS Solutions
• Successful Cases

23

• Unified Message System
• System using ASR (Automatic Speech Recongnition)
• TTS (Text-to-speech) technology
• Audio text
• Fax-On-Demand
• 3 x T1, 8 Analog Fax
• SQL database engine
• Operator Transfer
• Investment 180K
• Non Profit Club
• SQL database engine
• 12 x T1
• Audio Text
• Multiple System Single console
• Investment 60K

24

• Rental Phone Book service
• System using ASR (Automatic Speech Recongnition)
• TTS (Text-to-speech) technology
• Web interface
• SQL database engine
• Operator Transfer
• Voice Mail
• Audio text
• Phone book service
• Investment 300K
• Fax Storage and Redirect
• Received in-bound fax for storage and redirect
• One number for fax in and out
• Investment 120K

25

• Call Centre
• IVR as front-end for flow diversion
• Link with back-end database for CTI application
• Screen pop-up for Agents
• IVR front-end provide audio text, FOD
• Operator Transfer
• Investment 250K

26

• Hardware Components in IVRS

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• Email Fax Server
• Fax
• Incoming fax server
• Bulk fax to customer
• Fax store and forward
• Email
• Store incoming e-mail
• Used to send outgoing e-mail

28

• TTS Server
• Text-To-Speech (TTS)
• Voice message report
• Connect database to retrieve
• data
• Read fax and e-mail
• Sales force automation
• ASR Server
• ASR (Automatic Speech Recognition)
• Voce Recognition
• Voce Control

29

• CTI Server
• CTI (Computer Telephony Integrate)
• CTI Server
• Connect computer and telephone
• Send user input to computer
• Recognize customer
• Screen pop-up for agents
• Operator message
• SMS Server
• SMS (Short Message Service)
• Connect to Mobile Network
• Used to send outgoing short
• Receive incoming short message

30

• Admin Console
• Admin Console
• System monitoring
• Alarm Panel
• Prompts update
• Fax content, mail content update

31

• Dialogic Card
• Intel Dialogic Card
• Key component
• Interface between telephone and
• the IVR system
• Different model support different
• modules and provide different resources
• Conferencing Boards
• Fax Boards
• Voice Boards
• Speech Boards
• Combined Boards

32

• Software Components in IVRS
• Development Tool -CTADE
• Computer Telephone Application Development
  Environment (CTADE)
• is a application development environment for
  Intel Dialogic Card
• solutions.
• CTADE contain a layer called Topaz make your
  application supported
• globally.
• CTADE built-in support 14 languages.
• Evaluation mode and development mode.

33

• Development Tool -CTADE
• CTADE can be divided into two parts
• CallSuite
• API for C, Delphi, Visual Basic
• Not suitable for high loading system
• Maximun 2 T-1, 48 trunks
• Graphical VOS
• Support high loading application
• User can build IVRS using flow chart to VOS
  script

34

• Time Cost Implement an IVRS
• Cost of IVR System

35

• Time to Implement IVR System
• The average time to build an IVR system is six
  weeks
• Off the shelf systems can be implemented in days
• Toolkit systems in weeks
• Custom applications commonly take over six weeks
  to build, depending on complexity

36

• Future Trend
• Un-PBX solutions
• Dialogic Card and other similar products will
  become more powerful
• Support more agents and trunks per card
• No PBX is needed
• Digital Line
• Digital line
• provide better quality, digital line will replace
  analog line
• VoIP
• VoIP used Internet to transfer voice, save
  International cost
• In the future, VoIP will replace existing IDD

37

• Future Trend
• More accurate ASR
• Complex sentence can be processed automatically
• No operator is needed finally
• Better TTS
• More accurate text-to-speech
• More languages supported