| Speech
Enabled IVR Systems
The Interactive Voice Response (IVR) system enables organizations to provide their
customers / callers with information and services round the clock, seven days a week.
Interactive Voice Response systems can be navigated either by telephone's keypad
or by speech commands or both. Voice based IVR systems are primarily for a better
caller experience.
IVR systems help bring down call time, call cost and increase the productivity of
the staff. Routine queries (like FAQ) and instructions can be handled by an IVR
system while the operator can handle more complex transactions that require human
interaction.
IVR systems can be either dual tone based (DTMF) or speech based or a hybrid
of DTMF based and Speech based system.
DTMF based IVR solution
DTMF based IVRs use the telephone’s keypad for navigation.
The IVR system can handle multiple calls simultaneously (based on the hardware
and the type of interface used) and run multiple applications on the same platform.
The system is interfaced with the host on one end and the EPABX on the other.
This enables the customers / callers to get information from the host using the telephone
keypads.
The system is user friendly and provides prompts that are easy to understand.
The customer / caller dials inputs and using these inputs the system retrieves
information from the host database and reads back the relevant information to
the caller. At every step there is provision for the customer to reach a live attendant.
Automating information access in the above
manner eliminates wastage of time involved in transferring the call
to the right agent and also helps to free personnel to handle more
complex calls which require a number of transactions.
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Speech based IVR solution
Speech based IVR solutions use voice inputs. This means that one can speak the menu options
itself instead of pressing the telephone keypad to choose the option.
While most IVR
speech recognition interfaces, rely on a fairly limited vocabulary (i.e. option one please) and
very set patterns of interaction, our speech based IVR solutions have the ability to
understand a much wider vocabulary. This includes whole phrases, which may contain more
than one piece of information and not necessarily in the right order.
Speech based IVR solutions is much more flexible and allows the customer to provide
information in a much more natural manner without going through static paths.
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DTMF & Speech based system – Hybrid
In certain cases of high noisy environment, the accuracy of speech recognition may fall.
Under such circumstances our IVR systems allows users the flexibility and adaptability to switch
over to the DTMF mode.
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