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From the monthly archives:

August 2008

THE BIG QUESTION? VOICE ENABLED MENU OR DTMF PRESSED MENU ?

by Uttam Pegu on August 30, 2008

The menus that IVRS can provide are either voice enabled or DTMF enabled. Now what does that mean?

In a voice enabled IVRS, caller will have to choose his required menu option by speaking out a word or a phrase as if he is talking to a human! IVR is supposed to recognize his speech [...]

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Industries That Should Not Live Without IVRS

by Uttam Pegu on August 29, 2008

I am trying to list out Industries that should and must use IVRS. Also this write-up can serve as list of target industries by an salesman working in a IVRS Company! I don’t have to repeat the importance of identifying your target market and finding out potential market in this article in a competitive market [...]

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TOOLS FOR DEVELOPING IVRS ( CTI CARDS & SOFTWARE )

by Uttam Pegu on August 26, 2008

To develop IVRS, you need the following hardware and software tools

Hardware
Software

1. Hardware
1. PC – Available readily. Check your vendor if warranty becomes void when you open the chassis of the PC. Because you will open the PC to install CTI hardware.
2. CTI Cards.
There are many CTI vendors. And then there is Dialogic. Dialogic is now [...]

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USABILITY GUIDELINES OF IVR SYSTEMS

by Uttam Pegu on August 24, 2008

Fact is, an IVRS is a technical interface to humans, just like a web site is. And just like many web sites, it was probably built and programmed by some engineers without a lot of direction from Marketing or Customer Service. There’s really no reason at all why the folks optimizing the web site should [...]

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REQUIREMENT OF USABILITY IN IVRS

by Uttam Pegu on August 24, 2008

So, you thought IVRS is some Computer Telephony Integration Hardware and a piece of Software, installed and running 24 hours a day on a Personal Computer to play recorded voice as soon as a caller calls the IVRS Number?
You have completely under-estimated IVRS. But then don’t loose your heart, you belong to the majority! And [...]

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WHY AND WHERE IVRS IS REQUIRED AND USED

by Uttam Pegu on August 24, 2008

IVRS can be directly compared with a website! So many people aptly say IVRS to be a Voice Portal. It does not compete with website, rather it complements the website. The way any organization has an website, it must have one IVRS too.
Some of the important reasons to have IVRS are:
1. Providing information about the [...]

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FREQUENTLY OVERLOOKED PROBLEMS IN IVR APPLICATIONS

by Uttam Pegu on August 24, 2008

These are many small, but important design problems one often tends to overlook. I have tried to list them all. Kindly send me feedback if you have encountered any such problems. In a DTMF Based Menu Following are the frequently overlooked problems :->
1. Long Menu
Be it DTMF Driven menu or Voice driven menu, long menu [...]

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Building An IVRS Application

by Uttam Pegu on August 24, 2008

The most essential requirement of an IVRS is that it has to work 24 hours a day, 364 days a year! It is not an application like your MS Word or Outlook Express that you run them when you need! Also IVRS does not have any User Interface. The reason for not having User Interface [...]

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