01-03-2013, 01:00 PM
INTERACTIVE VOICE RESPONSE SYSTEM FOR EDUCATIONAL INSTITUTION
[attachment=52302]
ABSTRACT
The Interactive Voice Response (IVR) System serves as a bridge between people and computer databases by connecting the
telephone network with the database. The telephone user can access the information from anywhere at anytime simply by
dialing a specified number and following an on-line instruction when a connection has been established. The IVR system uses
pre-recorded or computer generated voice responses to provide information in response to an input from a telephone caller. The
input may be given by means of touch-tone or Dual Tone Multi-Frequency (DTMF) signal, which is generated when a caller
presses a key of his/her telephone set, and the sequence of messages to be played is determined dynamically according to an
internal menu structure (maintained within the IVR application program) and the user input. The IVRS system which will be
designed will provide an ideal platform for the operation of start-ups and existing small concerns. It will be a highly
economical and efficient way to replace the Dialogic card which is very costly and requires a high maintenance and regular up
gradation. The IVRS system which will be designed will consist of simple components like microcontroller and some basic
application chips interfaced to a PC which will have small software running in the backend while the other jobs are performed
on the front end.
INTRODUCTION
Interactive Voice Response systems can play a
significant role in providing efficient customer
service. Properly implemented, they can increase
customer satisfaction, lower costs and offer new
services. The return on investment (ROI) on these
systems is also quite amazing, making them the most
popular Computer Telephony systems in the world.
Compare them to a call center. The price for the extra
“human touch” translates into a huge running cost in
the form of Agents, Supervisors, infrastructure
maintenance, training, call center performance &
discipline reviews, etc. World over, the first systems
that any company deploys with a view towards
enhancing customer satisfaction are IVR’s. Call
centers come much later. IVR’s can provide
information to callers in one of two ways:
Pre-recorded information.
Common examples are audio movie snippet previews
(e.g. at PVR). Though it is possible to build these
IVR’s through live information from databases (using
text-to-speech engines), one doesn’t get the voice
variations, which are so important for the moviegoer.
Other examples are around procedural (or “how to”)
information dissemination like Income tax filing
procedures, bank account opening or credit card
application procedures, etc.
Live information from databases.
These IVR’s get information from databases, convert
to voice, and speaks it back to the caller. Practically
all industry segments are potential users for this, and
examples include Phone banking (where you call in,
dial in your account number & TPIN and can hear
your account balance on phone) Courier packet trace
(where you call in, dial the AWB number, and the
system tells you whether the packet has been
delivered, if it is in transit, etc)
The Hardware Requirement
• A Server computer
• Telephony cards that answer calls
• IVR software
Apart from this, there needs to be connection to the
database from where the Information will be picked
up. This is generally through an IP based network.
Apart from delivering information by voice, there are
other methods, as well that one should consider. They
are fax, email & SMS. For instance, if the caller
wanted an account statement from his bank, voice is
quite useless, Fax or email are better options. The
system can be integrated with applications to send
Emails, fax, SMS features.
• Better Customer Contact
The IVRS can collect necessary information relating
to the call from the customer which he is waiting to
be connected to a customer care executive. The IVRS
will collect the details from the customers and is been
displayed on the customer care executive's system.
Thus helping him to handle the in a swift professional
manner. Both parties can straightaway get down to
resolving the object of the call.
• Better Customer Satisfaction
This can make sure by the following ways: The
number of missed calls will be very much less as the
calls are attended by the system Instead of waiting for
a customer care executive the customer can get the
necessary details directly from the system very easily
by just pressing necessary keys. The company can
provide consistent replies for all routine enquires.
This enhances the quality of customer service.
Customer can obtain the requested information,
products and service at any time, 24X7.
• Cost Effective
Customer service cost can be significantly reduced
through automated customer service and it reduces
human resource inefficiencies. Since IVR works for
24 hours, the company can use it as a sales order line.
Also the increase in customer satisfaction promotes
repeat business with existing customers thus
generating more revenue without much expenditure.
Many clients often realize a full return on investment
within a year of implementation.
CONCLUSION
Interactive Voice Response System has been the
latest technology; each provides the foundation for
providing convenient new IVRS services for
customers as well as reduced operational costs,
improved customer satisfaction and retention,
increased return on investment and a stronger market
presence for the IVRS services provider. A speech
interface gives caller more flexible navigation
outputs that are less complex and more rigidly
hierarchical touch tone menu options.
IVRS can be used in organizations to know about
various departments, mode of working and levels of
control. Hardware circuitry of IVRS is very compact
and it can be used as a card in computer. By the wide
spread of internet it is possible to know information
from anywhere in the world with the advanced
features of Interactive Voice Response System.
[attachment=52302]
ABSTRACT
The Interactive Voice Response (IVR) System serves as a bridge between people and computer databases by connecting the
telephone network with the database. The telephone user can access the information from anywhere at anytime simply by
dialing a specified number and following an on-line instruction when a connection has been established. The IVR system uses
pre-recorded or computer generated voice responses to provide information in response to an input from a telephone caller. The
input may be given by means of touch-tone or Dual Tone Multi-Frequency (DTMF) signal, which is generated when a caller
presses a key of his/her telephone set, and the sequence of messages to be played is determined dynamically according to an
internal menu structure (maintained within the IVR application program) and the user input. The IVRS system which will be
designed will provide an ideal platform for the operation of start-ups and existing small concerns. It will be a highly
economical and efficient way to replace the Dialogic card which is very costly and requires a high maintenance and regular up
gradation. The IVRS system which will be designed will consist of simple components like microcontroller and some basic
application chips interfaced to a PC which will have small software running in the backend while the other jobs are performed
on the front end.
INTRODUCTION
Interactive Voice Response systems can play a
significant role in providing efficient customer
service. Properly implemented, they can increase
customer satisfaction, lower costs and offer new
services. The return on investment (ROI) on these
systems is also quite amazing, making them the most
popular Computer Telephony systems in the world.
Compare them to a call center. The price for the extra
“human touch” translates into a huge running cost in
the form of Agents, Supervisors, infrastructure
maintenance, training, call center performance &
discipline reviews, etc. World over, the first systems
that any company deploys with a view towards
enhancing customer satisfaction are IVR’s. Call
centers come much later. IVR’s can provide
information to callers in one of two ways:
Pre-recorded information.
Common examples are audio movie snippet previews
(e.g. at PVR). Though it is possible to build these
IVR’s through live information from databases (using
text-to-speech engines), one doesn’t get the voice
variations, which are so important for the moviegoer.
Other examples are around procedural (or “how to”)
information dissemination like Income tax filing
procedures, bank account opening or credit card
application procedures, etc.
Live information from databases.
These IVR’s get information from databases, convert
to voice, and speaks it back to the caller. Practically
all industry segments are potential users for this, and
examples include Phone banking (where you call in,
dial in your account number & TPIN and can hear
your account balance on phone) Courier packet trace
(where you call in, dial the AWB number, and the
system tells you whether the packet has been
delivered, if it is in transit, etc)
The Hardware Requirement
• A Server computer
• Telephony cards that answer calls
• IVR software
Apart from this, there needs to be connection to the
database from where the Information will be picked
up. This is generally through an IP based network.
Apart from delivering information by voice, there are
other methods, as well that one should consider. They
are fax, email & SMS. For instance, if the caller
wanted an account statement from his bank, voice is
quite useless, Fax or email are better options. The
system can be integrated with applications to send
Emails, fax, SMS features.
• Better Customer Contact
The IVRS can collect necessary information relating
to the call from the customer which he is waiting to
be connected to a customer care executive. The IVRS
will collect the details from the customers and is been
displayed on the customer care executive's system.
Thus helping him to handle the in a swift professional
manner. Both parties can straightaway get down to
resolving the object of the call.
• Better Customer Satisfaction
This can make sure by the following ways: The
number of missed calls will be very much less as the
calls are attended by the system Instead of waiting for
a customer care executive the customer can get the
necessary details directly from the system very easily
by just pressing necessary keys. The company can
provide consistent replies for all routine enquires.
This enhances the quality of customer service.
Customer can obtain the requested information,
products and service at any time, 24X7.
• Cost Effective
Customer service cost can be significantly reduced
through automated customer service and it reduces
human resource inefficiencies. Since IVR works for
24 hours, the company can use it as a sales order line.
Also the increase in customer satisfaction promotes
repeat business with existing customers thus
generating more revenue without much expenditure.
Many clients often realize a full return on investment
within a year of implementation.
CONCLUSION
Interactive Voice Response System has been the
latest technology; each provides the foundation for
providing convenient new IVRS services for
customers as well as reduced operational costs,
improved customer satisfaction and retention,
increased return on investment and a stronger market
presence for the IVRS services provider. A speech
interface gives caller more flexible navigation
outputs that are less complex and more rigidly
hierarchical touch tone menu options.
IVRS can be used in organizations to know about
various departments, mode of working and levels of
control. Hardware circuitry of IVRS is very compact
and it can be used as a card in computer. By the wide
spread of internet it is possible to know information
from anywhere in the world with the advanced
features of Interactive Voice Response System.