IVR

IVR(Interactive Voice Response) is a service where user queries generate an interactive voice response using DTMF dial or ASR (Automatic Speech Recognition). An IVR system responds with a synthesized or prerecorded voice message.

Cozy Vision enables entrepreneurs and businesses to build and deploy their own portfolio of telephony products and services, by supporting them with technology, experience, professional services.

Benefits:

  • TheIVR, interface is easy and user‐friendly
  • No calls waiting (for business solutions)
  • Voice is a better medium to convey emotion
  • A voice message carries more information many cases
  • It is a much better idea to use IVR

What IVR systems can do:

  • Callback: the system returns subscribers’ calls at no cost to subscriber
  • Call transfer to another number
  • Integrate with other technology: SMS, WAP, etc.
  • Integrate with databases
  • Conferencing: chat rooms, multi‐user chats
  • Automatic speech recognition (at present, there is no effective solution for this in Russia)
  • Online access to statistics
  • Programmable scenarios
  • Sending content to an outside number

IVR Services Today:

Key Market Trends

  • IVR‐mobile commerce is growing: micro‐payments, online content payments, mobile vending
  • «User Generated Content» has arrived
  • Businesses warmed up to web and voice service integration. (Entertainment service «Voice» by Rambler, blog hosting
    portal by Livejournal
  • Growth opportunities for the IVR segment lie in Web and TV integration. Convergence paves the way for new business paradigms
  • Tougher operator policies increasingly dictate IVR service aggregation
  • The entertainment IVR segment is past its growth period. The entertainment segment has dropped to 50% of the
    total IVR market, which is half the 2003 figure, when amusing content made up 80% to 90% of the market.
  • Growth stagnation
  • There is a need for new services and new business paradigms in the
    Marketplace

Examples of IVR services include:
Java Games, Multimedia Content and Polyphonic Ringtone Delivery

Companies wanting to deliver Java Games, JPEG images, GIF Images, Animated GIFs, WAV music files, MIDI music files, MPEG and 3GPP Video files can easily do so as part of an IVR service, which bills the end user for the content. Please also see the MX Telecom Content Management System, CMX2.

Recorded Services
Companies running recorded services, such as Horoscopes or Racing tips services for example, can upload their recorded content real time into the MX Telecom IVR system.

Location Based Services

Companies running Location Based Services can use the MX Telecom IVR serviceto capture and deliver real time end user requests for Location specific information.

Live Competitions/Votes

Companies running live competitions can accept answers via a premium ratevoice number, and generate revenues from callers. The results of the competition can be combined with votes collected by Reverse Billing SMS.

Ringtone and Logo Service

Companies wanting to deliver Operator Logos, Group Graphics, Picture Messages or Ringtones to end users can do so easily, without any infrastructure requirements whatsoever. Please also see the MX Telecom Content Management System, CMX2.

Live Interactive Voice Services

Your customer dials a Premium Rate number or Voice Short Code, and is put through to a live call centre/chat system. Throughout the duration of the call, a revenue share is generated. Please contact us for more details.

Number Routing

Number routing can also be set up for each service, forwarding calls to a different number.

This Cozy Vision is for industry professionals wanting to learn more about effective IVR systems.

This entry was posted on Wednesday, November 23rd, 2011 at 11:39 am and is filed under Call Center Solutions. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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