04-04-2012, 12:56 PM
PERSONALIZED IVR SYSTEM IN CONTACT CENTER
INTRODUCTION: What is IVRS?
It is an electronic device that allows callers to interact with your
communication system over the telephone.
It is an e.g. of “computer – telephone” integration (CTI).
IVRS provides voice response to the customer & guide them to the
information they require.
INTRODUCTION: What is IVRS?
A BRIEF HISTORY
The blueprint for IVR began in 1941.
Bell unveiled the first telephone that could dial area codes using
DUAL TONE MULTI FREQUENCY technology at the SEATTLE
WORLD FAIR in 1962.
Despite the fact that more companies began using the system in the
1970s to automate tasks in call centers.
TOUCH TONE IVRS
Communication is by means of tones produced by pressing each key
on the touch-tone keypad of the telephone.
These are known as “dual-tone multi-frequency” signals i.e. DTMF
signals.
Each number key emits two simultaneous tones of low & high
frequencies which are universally interpreted by the PSTN.
IVRS IN CONTACT CENTERS
Contact centers enables the delivery of services via telephone lines.
The customers are served by two ways:
self service & by customer care representatives.
IVR systems deployed by contact centers have certain problems like
interaction problem
complicated menu
homogeneous service
poor design of menu
& the most important customer felt neglected.
APPLICATION DESIGN
comprises of four modules:
Application module for the personal data of users.
Self-service module
Personalized menu maintenance module
Grammar module
CONCLUSION
The future will undoubtedly see IVR making large steps forward.
By the wide spread use of internet, it is possible to know information
from anywhere in the world with the advanced features of IVRS.
INTRODUCTION: What is IVRS?
It is an electronic device that allows callers to interact with your
communication system over the telephone.
It is an e.g. of “computer – telephone” integration (CTI).
IVRS provides voice response to the customer & guide them to the
information they require.
INTRODUCTION: What is IVRS?
A BRIEF HISTORY
The blueprint for IVR began in 1941.
Bell unveiled the first telephone that could dial area codes using
DUAL TONE MULTI FREQUENCY technology at the SEATTLE
WORLD FAIR in 1962.
Despite the fact that more companies began using the system in the
1970s to automate tasks in call centers.
TOUCH TONE IVRS
Communication is by means of tones produced by pressing each key
on the touch-tone keypad of the telephone.
These are known as “dual-tone multi-frequency” signals i.e. DTMF
signals.
Each number key emits two simultaneous tones of low & high
frequencies which are universally interpreted by the PSTN.
IVRS IN CONTACT CENTERS
Contact centers enables the delivery of services via telephone lines.
The customers are served by two ways:
self service & by customer care representatives.
IVR systems deployed by contact centers have certain problems like
interaction problem
complicated menu
homogeneous service
poor design of menu
& the most important customer felt neglected.
APPLICATION DESIGN
comprises of four modules:
Application module for the personal data of users.
Self-service module
Personalized menu maintenance module
Grammar module
CONCLUSION
The future will undoubtedly see IVR making large steps forward.
By the wide spread use of internet, it is possible to know information
from anywhere in the world with the advanced features of IVRS.