The IVR representations are used to develop, operate and maintain the IVR systems for inbound and outbound call centers and voice mail systems. It is easy to visualize how the computers interact with callers through voice recognition and dual-tone multi-frequency signaling (DTMF) keypad inputs. The IVR diagrams are used successfully to illustrate what is an IVR system and help to depict in details the IVR system’s logical and physical structure. At working with a system the subscriber usually has a possibility to switch to a live operator at any time. When integrating the IVR technology with databases the experience can be very personal, for example by providing the information about account status, etc. IVR can be used to provide 24/7 informational support of customers, clarification of certain confidential information, telephone banking, televoting, credit card services, etc. The greatest use of IVR is at the sectors with large number of customers who need to be efficiently serviced. Dynamic IVR enables the use of constantly changing data along with pre-recorded voice messages. Static IVR is quite simple to implement and is based on a voice menu, in which the user has access to a fixed amount of data in the form of pre-recorded voice messages. There are two models of information for IVR systems: static and dynamic IVR. Today the IVR is definitely the leading technology position for telephony systems. IVR (Interactive Voice Response) is an automated system, which allows a subscriber to access the information using a special voice menu, by pressing the keys for tone mode or voice (when using speech recognition technology).
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