20-09-2009, 03:50 PM
Interactive Voice Response (IVR) system
Abstract:
An Interactive Voice Response (IVR) system I
a computerized system that allows a person,
typically a telephone caller, to select an option from
a voice menu and perform transactions with a
computer system. This can be as simple as obtaining
account balances or as complex as performing
sophisticated transactions.
An IVR system plays a pre-recorded voice prompt
and the caller presses a number on a telephone
keypad to select the option, or speaks simple answers
such as yes, no, or numbers in response to the
voice prompts.
Database Systems Corp. (DSC) is a leading provider
of computer telephony integration products including
automated call answering services and IVR phone
systems. DSC turnkey IVR systems are composed of
Intel processors with embedded Windows OS from
Microsoft Corporation. These systems also include
Dialogic computer telephony boards.
DSC also provides complete Windows IVR software
that lets you develop your own call answering
applications. DSC can likewise perform custom ivr
application development for you. From simple to
complex phone applications, DSC personnel can
design, develop, test and implement your phone
campaign quickly and have your phone program in
place with a minimal amount of time
IVR Voice Messaging
IVR Applications Using Voice XML
IVR Voice XML Application
Services
Database Systems Corp. (DSC) is a leading
provider of computer telephony products
including interactive voice response solutions
using XML and VXML technology.
What Is IVR and VXML?
VoiceXML (VXML) is a format for
specifying interactive voice dialogues
between a human and a computer. This
standard allows IVR and voice applications
to be developed and deployed in a way
similar to how HTML is used for web
applications. Systems employing this
technology are sometimes referred to as
Voice Portals.
A common implementation is to deploy
banks of voice browsers attached to the
public switched telephone network so that
users can use a telephone to interact with
voice applications.
Our phone messaging services with VXML
messaging lets you automatically send phone
messages from your computer system to our phone
systems using VoiceXML Push logic. Our phone
systems can automatically access information from
your computer systems and web servers using XML
pull logic, retrieving web information and converting
this to voice.
Alerts can be automatically broadcast to systems
administrators or to an entire department based upon
an external event such as a power failure or system
failure. Other applications may be as simple as
wakeup calls or weather alerts that are triggered
automatically from your own computer systems or
websites.
Contact Database for a FREE analysis and to learn
more about our xml push software and automatic
messaging systems.
XML Pull Data Access
Database Systems Corp. supports XML Pull and Web
Information Access logic that enables our PACER
phone system to make external requests for
information via the internet. Using this technique,
callers can be given information maintained
anywhere on the web. Using our Text To Speech
application software, text information can be
retrieved via discreet messages to other web sites (or
servers) and this information converted into a phone
message that is automatically played to the caller.
Virtually any type of information can now be relayed
to a caller using our phone system.
Arlington Transit
ART - Arlington Transit operates within
Arlington County, Virginia,
supplementing Metrobus with smaller,
neighborhood-friendly vehicles and
providing access to Metrorail and Virginia
Railway Express (VRE). Most of ARTâ„¢s
state-of-the ART buses operate on cleanburning
natural gas; all have climate
control to keep you comfortable and
dependable schedules to keep you on
time. - commuterpage.com
ART uses our IVR application
technology including XML push to assist
commuters waiting for bus service.
While waiting for bus service, callers can
use their cell phone to call an 800
number published at a bus stop. They
enter the bus stop number on the phone
keypad and our service sends a query to
a central dispatch website retrieving
information about the next bus to arrive
at this particular stop. Data is pushed to
our phone system using VXML protocal
and is converted using our text to speech
program. This message in turn is played
to the caller, giving them the
approximate time of the next bus arrival.
The Benefits of XML Message
Broadcasting
The following are some of the benefits of our
XML Push phone messaging systems.
· Automating emergency notification
services
· Accessing large volumes of dynamic
information
· Processing simple notification and
reminder calls
· Extending hours of operation (24 by 7)
· Speeding response times to callers
· Expanding call capacity faster and at a
lower cost
· Providing multi-lingual message support
· Reducing the cost of service center
operations
XML Push Applications
These are just a few applications for XML
Push phone message services:
· Automatic Message Transmission
· Technical Assistance Alert
· Marketing Promotion Alert
· Student/Instructor Reminders
· Wake Up Service
· Appointment Reminders
· Power Outage Notification
· System Failure Alert
· Severe Weather Warnings
· Stock Alerts
· Relay Web data via XML Pull
· Disaster Alerts and Warnings
· Group Meeting Notifications
· Special Event Notification
· Wedding/Funeral Announcements
· And much more¦..
XML Pull Applications
These are just a few applications for XML pull
remote data access:
· Automatic Message Retrieval
· Technical Assistance Information
Access
· Access Customer Information
· Account Balance Information
· Email access and playback
· Sports Scores and Team Information
· Weather and Temperature Reports
· And much more¦..
Phone Message Service Features
· XML Standard Messages
· Client/Server Architecture
· Multiple messages in XML message
· Customized XML message processing
· Multiple phone number messaging
· Play Message and Prompt
· Call Outside Line and Transfer
· Connect Caller to Outside party
· Record Automatic Message and Store
· User Navigation and Selection
· Voice Mail
· Route Caller to Support Rep.
· Database Access and Update
· Text To Speech (TTS)
· Mix Messages and Text
· Response Logging and Reports
Digital IVR Systems
PACER Phone Systems
Digital T1 IVR Phone
Systems
Database Systems Corp. (DSC) is a leading
provider of automated call center phone systems
and outsourcing services including IVR phone
solutions.
An Interactive Voice Response (IVR)
processes inbound phone calls, plays recorded
messages including information extracted from
databases and the internet. It can then route calls
to either inhouse service agents or transfer the
caller to an outside extension. It enhances our
phone systemâ„¢s current robust features of
predictive dialing, ACD, and digital call
recording.
By responding to prompts provided by our IVR
system, callers can now receive any information
you choose to make available. Customer contact
centers in particular can become instantly more
productive by letting the phone system gather
caller information, verify caller identity, process
the callerâ„¢s request and, if necessary, determine
the best service representative to handle this
IVR Messaging Reports
request.
Our PACER phone system supports multiple
digital T1â„¢s with capacity from 24 to 500 phone
lines. These IVRS (IVR systems) can be
networked to provide call applications for
virtually any sized call center or phone
answering center. With our Open IVR network
approach, IVR applications can be developed on
separate servers that control the flow of
information and the transfer of inbound calls.
Contact DSC to learn more about our digital T1
IVR platform and outsourcing services.
Customer Profile - Go To Traffic
School
Go To Traffic School is the
Internetâ„¢s most popular online traffic
school course. We have online traffic
school programs for ticket dismissal,
insurance reduction, safe driver
points, and fleet driver safety
programs.
This program is best suited for those
who have received a traffic ticket and
would like to take traffic school
online so that the traffic ticket does
not appear on their record, those who
would like to lower their insurance
premiums, and those who need to
take a driver safety course for their
work. . - gototrafficschool.com
GoToTrafficSchool.com utilizes our
digital phone system to provide
automated IVR testing for their
students. Student enrollees can
complete their driving school tests
online or over the phone.
Digital IVR System Features
Our PACER digital IVR phone systems are
industrial quality computers and computer
telephony boards with Dialogic IVR from DSC.
We custom install your application at our facility
- simply plug in your digital phone lines and
follow our simple voice broadcasting installation
wizard.
Standard IVR System Features
· Industrial Quality PC (Monitor
Optional)
· Intel/Dialogic Telephony Card(s)
· 24 - 336 Digital Lines Per System
· Multiple Networked Systems Working
In Parallel
· Windows OS
· DSC Phone Software
· Multiple IVR Programs
· IVR Software
· Text To Speech Integration
· Touch Phone Navigation
· Hearing Impaired TDD / TTY Phone
device support
· Call Monitoring and Recording
· Message Forwarding
Options and Upgrades
· Customized IVR Software
· Concurrent Outbound Voice Broadcast
functionality
· LINUX, Unix, Windows Development
Kit
· Custom IVR Application Development
· XML Push Voice Messaging
· Professional Voice Over Messages
· CRM Expansion Option with Agent
Support
IVR Software Features
Our IVR software features a rich library of
routines that connect our computer systems with
our advanced call center phone systems. These
routines are used by our professional
programming staff to develop virtually any type
of phone campaign your organization requires. If
you have programmers on staff and wish to
develop your own applications, our online IVR
software manual is
available as well.
· Multiple Digital
T1 Line Support
(24 - 1000 lines)
· Networked IVR
Systems For Unlimited Growth
· Analog Solution (1 - 24 lines)
· IVR Client/Server Architecture
· 800 Number Systems and Toll Free
Systems
· 800 Answering Service
· DNIS Controlled
· Multiple IVR Scripts
· IVR Play Message and Prompt
· Automated Voice Response Phone Key
Input
· IVR EZTRAN Flow Control
· Database Access and Update
· Text To Speech Software (TTS)
· Mix IVR Messages and Text
· Play Music On Hold
· Call Outside Line and Transfer IVR Call
· Call Outside Line and Prompt for Input
· Connect Caller to Outside party
· Record IVR Caller Message and Store
· User Navigation and Selection
· IVR Voice Mail
· Route Caller to Selected IVR Agent
Groups
· T1 Predictive Dialer Support
· C or C++ IVR library
· IVR Response Logging and Reports
· Linux IVR Support
· Windows and Unix IVR Software
Analog IVR Systems
WIZARD Phone Systems
IVR Phone Systems
Database Systems Corp. (DSC) is a leading
provider of automated call center phone
systems and outsourcing services including
voice broadcasting.
DSC now offers an affordable and expandable
Interactive Voice Response (IVR) phone system.
Features include our easy to use IVR Wizard
software that leads you step by step through the
development of your own custom phone
applications. You can program your own system
or we can provide you with a custom IVR
application. These applications can be easily
ported to our digital T1 IVR system (PACER)
when your call volume requires a larger system.
IVR (Interactive Voice Response) is a
technology that automatically answers your
phone system with voice prompts and call
routing. IVR systems are very popular for
service and sales organizations, allowing
customers and prospects to call your
organization anytime of the day.
Using our trademarked IVR Wizard software,
phone applications can be developed in minutes.
IVR Reports
Complex surveys and call routing can be easily
developed using our software.
And if your organization grows and requires
digital T1 phone lines, your IVR applications
can be automatically transferred to our digital
IVR system known as the PACER phone
system.
Contact DSC to learn more about our WIZARD
IVR phone systems and outsourcing services.
Customer Profile - Sara Lee
Sara Lee Corporation is a global
manufacturer and marketer of highquality,
brand-name products for
consumers throughout the world. With
headquarters in Chicago, Sara Lee
Corporation has operations in 55
countries and markets branded products
in nearly 200 nations. The corporation
employs 145,800 people worldwide. Sara
Lee Corporationâ„¢s leading brand names
are household words around the globe.
Sara Leeâ„¢s preeminent brands are built
on consumer needs and expectations,
offering exceptional quality and value.
Sara Lee acquired an analog IVRS (IVR
systems) from Database Systems Corp. to
process after-hour orders for itâ„¢s clothing
and apparel line of products. Using simple
voice prompts, this system allows
consumers to place orders for these
clothing products without the need for a
sales representative. Orders are processed
the following business day.
Analog IVR System Features
Our WIZARD analog IVR phone systems are
new office environment computer telephony
systems. These systems are composed of PC and
Dialogic telephony boards. Our WIZARD phone
systems are NOT kits. We custom tailor each
system to meet your requirements and
thoroughly test your application at our facility.
When shipped to your location, simply plug in
your analog phone lines and this phone system is
ready to operate.
· New Office Environment PC
(Monitor Optional)
· New Intel/Dialogic Telephony Card(s)
· 4, 8, 12, 24, or 48 Analog Line
Configurations
· Windows OS
· DSC IVR Software
· Multiple Phone Programs
· Development Wizard
· Text To Speech Integration
· Touch Phone Navigation
· Information Service
· Call Recording
· Message Forwarding
· Dial Out Connectivity
Options and Upgrades Include:
· Outbound Voice Broadcasting Feature
· Music On Hold Upgrade
· LINUX, Unix, Windows Development
Kit
· Custom Application Development
· Upgradeable to our Digital PACER
Phone System
IVR Software Features
Our IVR Software features a rich library of
routines that connect our computer systems with
our advanced call center phone systems. These
routines are used by our professional
programming staff to develop virtually any type
of phone campaign your organization requires. If
you have programmers on staff and wish to
develop your own applications, this library is
available to you as well.
· Visual Basic
interface
· Extensive IVR
software library of
routines
· Client/Server Architecture
· DNIS Controlled
· Voice Mail IVR
· Multiple Scripts
· Play Message and Prompt
· Play Music On Hold
· Mix Messages and Text
· Call Outside Line and Transfer Call
· Call Outside Line and Prompt for Input
· Connect Caller to Outside party
· Record Caller Message and Store
· C or C++ library
· User Navigation and Selection
· Interactive Voice Response Phone Key
Input
· Route Caller to Selected Agent Groups
· Database Access and Update
· Software Programming Wizard for Fast
Development
· Text To Speech Software
· Response Logging and Report
IVR Testing
Automated Testing By Phone
Conduct Automated
Testing Using IVR
Technology
Database Systems Corp. (DSC) is a leading
provider of computer related technology
and has been in business since 1978. Our
products include automated phone systems and
data collection software.
Using our advanced IVR call center technology,
DSC has developed ivr testing applications
using our award winning IVR development
software. IVR test respondents can take this
examination during a specified time period. The
response to each question can be timed to test
the immediate recall of the test material.
Likewise, the entire test can be timed to achieve
the similar results.
Bottom line, your automated test can be highly
customized to meet your examination objectives.
(For information about testing an IVR
application prior to implementation, please visit
our IVR Test Phase web page.)
What Is IVR Testing?
IVR testing combines Interactive Voice
Response technology with testing
processes and procedures. Test
respondents participate in phone
examinations, listen to recorded
questions, and respond by pressing a
touchphone digit(s).
This type of test is ideal for multiple
choice selections, but our automated
phone systems can also record the test
participantâ„¢s verbal responses.
This type of examination is highly
IVR Reports
effecient and cost effective. No monitor
is required and the exams can be taken
by the respondents from their home or
office.
Inbound IVR Tests can be processed using this
application where callers can take your
examinations at a time and place of their
convenience.
Outbound IVR Tests can likewise be
performed using our service and systems. Our
automated phone systems can call your test
audience and play an introductory message.
Your test respondent is then given the
opportunity to take the automated phone exam.
The IVR test can accept touchphone response or
can record each question response for later
analysis.
Contact DSC to learn more about our complete
IVR test development and outsourcing services.
Visit our Phone Applications web page to view
our other phone services.
Customer Profile - Go To Traffic
School
Go To Traffic School is the
Internetâ„¢s most popular online traffic
school course. We have online traffic
school programs for ticket dismissal,
insurance reduction, safe driver
points, and fleet driver safety
programs.
This program is best suited for those
who have received a traffic ticket and
would like to take traffic school
online so that the traffic ticket does
not appear on their record, those who
would like to lower their insurance
premiums, and those who need to
take a driver safety course for their
work. . - gototrafficschool.com
GoToTrafficSchool.com utilizes our
digital IVR phone system to provide
automated phone testing to their
students. Student enrollees can
complete their driving school tests
online or over the phone.
IVR Test Phone Systems
DSC provides an affordable IVR System is
ideally suited for automated phone testing
applications. This phone system features our
comprehensive IVR test development software
that leads you step by step through the design
and design of your automated tests.
Our entry level phone system supports analog
phone lines and is called the WIZARD system.
This 4 line IVR phone system includes a simple
setup tool or comes optionally with our IVR
Software development toolkit that lets you
develop more complex phone examinations.
If your test audience is large and your calling
campaign requires additional phone lines, our
PACER IVR Phone system can be used in
environments where hundreds to thousands of
digital phone lines are available.
IVR Test Outsourcing Services
Our IVR test clients are provided the following
features when using our call center
outsourcing services:
· 800 Number and Test ID Verification
· Overall Timed Test or Individual
Question Timing
· Simple To Complex Testing Scripts
· Database Access and Update
· Unlimited Test Questionaires
· Website and Server Data Access
· Text To Speech Converter
· Touchtone Response Recording
· Voice Response Recording
· Professionally Recorded Question
Prompts
· Outside Phone Transfer Upon Test
Completion
· Online Reporting
· Much More¦
IVR and Voice Broadcast
Solutions
Database Systems Corp. (DSC) is a leading
provider of call center technology which
includes automated phone systems as well as
call center outsourcing phone services. Our
phone systems are state-of-the-art computer
telephony integration systems that include IVR
(interactive voice response) and voice
broadcasting features.
History Of Success
Since 1978, DSC has been providing its
customers with computer technology software
and systems. These clients include international
corporations, governments, educational
institutions, local communities, and small
businesses alike. From database design to
complete computer system and phone system
integration, our products have met or exceeded
the expectations of our clients.
Contact DSC to learn more about our call
center products and services.
Database Systems Corp. Technology
Database Systems Corp. is unique in that we
provide call center phone systems and
outsourcing services. Combine this with our
experienced application development team, we
can deliver both off the shelf solutions and
customized turnkey applications.
Phone Systems
To deliver phone applications and services,
DSC has developed two series of phone
systems. These systems are used exclusively at
our own call centers and are provided directly to
our clients. Our computer telephony software
and systems support as few as four analog phone
lines to hundreds of digital lines.
Call Center Outsourcing Services
DSC provides phone services including
IVR outsourcing and voice broadcasting
service at our own managed call centers. These
centers provide secure and redundant
enviroments for the maximum protection of our
outsourcing clients. From small calling
campaigns to projects that require broadcasting
millions of calls, our call outsourcing center can
do the job!
Application Development Services
DSC has a proven record of delivering
successful phone applications in a wide
variety of industries.
This success can only be achieved through the
dedication and skill of our application
development team.
Our professionals are experienced in the
development of virtually any type of inbound
and outbound call application.
For a listing of some of our applications and
clients, please visit our IVR applications and
voice broadcast applications web pages.
Computer Telephony Products
Computer Telephony Integration (CTI), is a
concept that enables computers to know about
and control phone functions such as making and
receiving voice, fax, and data calls. The
integration of telephone software and computer
systems is a major development in the evolution
of the automated office. DSC is a leading
provider of computer telephony phone systems
and software. Our call center softphone places
shared telephony functions on the userâ„¢s desktop.
Interactive Voice Response
Interactive Voice Response (IVR)
automates the personal interaction of
telephone callers with the computerized phone
system. Automated phone systems have used
voice recorded prompts and menus to present
information to callers. Touch-tone telephone
keypad entries are gathered from the caller to
collect information and navigational data.
Database Systems Corp. has developed an award
winning IVR phone system that includes our
extensive IVR software development library.
Using this technology, our experienced staff can
develop IVR applications quickly for both
turnkey IVR systems or when using our IVR
outsourcing services.
Voice Broadcasting
Voice broadcasting is a mass communications
technique that can send phone messages by
computer to hundreds or thousands of call
recipients at once. This technology has both
commercial and community applications such as
notification and call reminders.
DSC is a pioneer in the development of voice
broadcasting systems and in providing voice
message broadcasting services. To take an
online tour, visit the voice broadcasting
demonstration webpage. Also please view the
sample voice broadcasting reports webpage.
Automatic Call Distribution Systems
Included with our call center phone system
is a sophisticated ACD (automatic call
distribution) and call routing feature. This full
featured call distribution system intelligently
routes phone calls based upon called number,
caller ID, time of day and other custom criteria.
Calls can be processed in the order in which the
calls are received using our automated call
distribution system or based upon other business
rules. These calls can then be processed using
our IVR software or transferred to a phone
representative. Phone agents can be local
(connected directly to the phone system) or
remote, working from various offices or from
home.
Answering Services
Database Systems Corp. provides
automatic call center phone services
including answering services and solutions. DSC
offers complete automatic phone answering
services using our multiple, secure call centers.
Inbound calls are processed using our Smart
interactive voice response (IVR) software that
answers calls without an operator.
Groups and organizations looking to reduce
costs and to improve their customer service can
now contract their call answering requirements
at our automated center
IVR Systems and Custom
IVR Outsourcing Services
Database Systems Corp. (DSC) is a proven
leader in the development of computer
telephony solutions including interactive voice
response (IVR) products and services.
What Is IVR?
Interactive voice response, or IVR, is a
computerized phone system that enables
a person, typically a telephone caller, to
make a selection from a voice menu. The
selection is made using touchphone
keypad entries or voice responses. This
interaction allows the individual to
communicate with the phone system and
thus the computer system.
The phone system plays pre-recorded
voice prompts and the person typically
presses a number on a telephone keypad
to select the option associated with the
voice prompt.
DSC provides the following interactive voice
response solutions:
· IVR Systems - Complete analog and
digital IVR phone systems.
· IVR Software - IVR application
development software solutions.
· IVR Programming - IVR development
by our experienced staff.
· IVR Services - Complete IVR
outsourcing services at our secure call
center.
· IVR Applications - Full set of IVR phone
applications.
· IVR Reports - Complete set of
interactive voice response reports and
graphs.
· IVR VoiceXML - Access remote
information within IVR programs.
DSC IVR solutions utilize Intel processors and
contain Dialogic IVR telephony boards. These
solutions provide callers with the ability to
automatically obtain information or perform
transactions using a phone system.
IVRS (interactive voice response systems) use
voice recorded prompts and menus to present
information to callers. Touch-tone telephone
keypad entries are gathered from the caller to
collect information and to provide user
navigation. Information is delivered to the caller
using text to speech or pre-recorded responses.
This information can be obtained locally from
internal databases or remotely through the
internet. (IVR and VXML Data Access).
