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IVR System for restaurants

With increasing urbanization as well as upwardly mobile families, eating out on weekends or even week days have become quite normal in India, creating requirement of booking for tables in any popular restaurants. Many restaurants now provide home delivery of food which is normally done over telephone.

IVR For Restaurants

IVR For Restaurants

So, IVR Systems can help restaurants automate many mundane processes of booking tables, taking orders which is being done manually over phone and save cost as well as increase efficiency. Here is how:-

1. IVR System will receive all incoming calls
A simple IVR System for Restaurant will receive all incoming calls, will never miss any call or no caller will ever get a busy tone. This will not only help brand building, but also help increase sales immediately.
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Bulk Voice Calling and IVR System

Normally, outbound IVR System or Bulk Voice call has been widely used now a days to advertise products, either for selling or promoting. This has been copied directly from its previous form of mass promotional activity using SMS ( Short Messaging Service) using voice forms, instead of text form.

Over the years, this service has been used(misused) so much that NDNC ( National Do Not Call ) Registry has been set up by government in many countries which maintains telephone numbers where any promotional call can not be made without any explicit written consent. And this has again given rise to the concept known a “transactional message”, which means any important alert message/calls can be sent to phone numbers which are even registered with NDNC. Apart from this, in order to help people avoiding picking up pesky calls, all promotional calls has be made from designated series +91140 series numbers in India.

And these measures have been successful in preventing many pesky calls. But the question arises, are these measures meant to prevent pesky or unwanted calls depriving people of getting useful information in time ?
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What is Reverse Missed Call ?

Missed call is being widely used now a days for polling, surveys etc. as it is one of the most cost affective solution with many information. Similarly, Reverse missed call can also be used to monitor appliances. Reverse missed call could be defined as a outbound IVR system which dials out pre-defined mobile numbers at regular intervals and stores information of ringing time and disconnect time. Based on this time, it decides a logic like on or off. For example, street light status.

While in missed call service, a person dials a number and a IVR system disconnects the call, here IVR systems dials out and either a person or a small GSM device disconnects the call, after number of rings. This number of rings is then recorded at IVR server for further processing.
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Complaint Management System is a business process where normally existing customers lodge complaints for the products, services. It is always triggered by customers and has to logged by the the product supplier or service provider and resolve the complaints and then close complaint.

Complaint Management System

Complaint Management System

This is part of post sales/post installation business process which deals after sales service and customer satisfaction. Automating this process not only increase customer satisfaction for speedy complaint resolution and reduce cost, but it also help analysis complaint data and improve the product or services.

Industries which must use Complaint Management System:-

1. Industrial Townships
Industrial Township are complete township where many families live, normally in outskirt of a city. Maintaining industrial township, they must use Complaint Management System.
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Few Parameters To Compare IVR Systems

While working principle of IVR is same, different vendors use different architecture, platform, hardware etc. to implement an IVR System. There are many competing IVR vendors which have similar quality, products, services. It could be difficult to compare them and decide a vendor of your IVR software requirement.

IVR Parameters

IVR Parameters

Here I am trying to list few parameters based on which one might be able to choose an IVR System faster :-

1. Platform : Operating System and IVR Development Tool
This is important parameter for choosing an IVR System. I will not recommend choosing an IVR System based on MAC OS, simply because one may not easily find manpower for that. IVR could be developed using native CTI Board APIs or using third party RAD Tools for IVR . I would recommend use of native API and it tends to be more cost effective.
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How future IVR could use HD Voice

HD Voice ( Wideband Audio) is now reality thanks to three major developments in telephony industry. They are :-
1. 3G network is now widely available in many places in world.
2. Smartphone with HD Voice support is affordable, priced low under US$100.
3. 4G Network are also available now a days with many smart-phones supporting 4G.

HD Voice Usage in Future IVR

HD Voice Usage in Future IVR

Apart from that, cost for data services in wireless devices have gone down in recent times. So it can be expected that HD Voice would be a regular feature in future telephony and it would also have positive developments in IVR industry. I feel, such development will take place in speech recognition area.
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Airtel is one of the most reputed Mobile Operators in India and the largest in terms of mobile subscriber with more than 28% of the total mobile subscribers in India. While it offers many value added services and has very good network connectivity all across the country, it is also one of the most annoying telecom operators.

Airtel IVR Service

Airtel IVR Service

Airtel has many IVR services some are Value Added Service ( VAS), really useful for subscribers, some are promotional IVR services. Apart from that, Airtel also uses IVR service for many reminder services. One such reminder is, 3G Data reminder for pre-paid mobile subscriber which is an example of what is an annoying IVR Service.
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Choosing right CTI boards is difficult with lot of choices available in the market, at many attractive prices. For example, a digital CTI board with 1-E1 board can now be purchased at US$200 in India. And a four port E1 boards can be purchased at less than $800 in India. So, days of Dialogic costing $1000 for single E1 days are long gone now!

CTI Boards

CTI Boards

While prices seem very attractive, but how do these boards perform in real life ? While these boards have been in the market a while, still Dialogic, Donjin, Aculab boards are holding their forte! The pricing look so attractive with similar features, if this was the pricing in SmartPhone World, I feel, these brands would have got wiped out long back!

Personally, I would always choose Dialogic ( or Dialogic Equivalent) boards over any other boards. And this sentiment would be echoed by many in IVR industry. So what is that parameter which sets Dialogic apart from other low cost CTI Boards ? And that might be clue to how to choose the right CTI board for your IVR System.
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Benefits of Tollfree Numbers

TollFree numbers are those which starts with normally 1800 prefix in India ( its 800 in USA, and may vary according to country) which is accessible by through out the country and the caller is not charged for making the call to that toll free number.

While callers are not charged even if they make an outgoing call from their phones, it is charged to the owner of that toll free number. Every telecom operators can provide toll free numbers to anyone. Normally, these toll free numbers are terminated ( forwarded ) to a PBX with IVR System or some times its even forwarded to a fixed phone or mobile number.

There are many benefits of having a tollfree number for customers. Some of them are :

1. Brand Recognition and prestige
It is a prestigious thing to have a toll free number as it shows the company cares for its customer. It does not expect its customers to pay while calling up it for either support or information. This is a separating line between the company and its competitor.
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Recent market sentiments in India has positive effects on IVR Industry too. This traditional industry of CTI Boards, On-premise IVR System, was shrinking due to poor economic conditions as well as availability of affordable Cloud IVR Solutions in India. But, recently, it seems it is again looking up.

CTI Market India

CTI Market India

VAS ( Value Added Service) providers to telecom operators were the largest consumer of CTI Boards in India. With stagnant market and entry of low cost smartphones, now a days, telecom operators use VAS majorly to promote their essential services/features to its customers.
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