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Advanced IVRS

CTI based Call Screening System

by Uttam Pegu on December 6, 2011

One of the major advantages of CTI Applications is availability of huge computation power of computer along with telecom functions. Many telephone systems like PBX or answering machines can also have some computational power using which some call routing or other smart features can be implemented. But they can not perform highly complicated logical decision [...]

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Using IVRS in Complaint Management System

by Uttam Pegu on March 20, 2009

One of the best usage of IVRS is Complaint Management. Using IVRS in complaint management is a real value addition in customer care operation. Any organization which has reasonably large number of customers should go for IVRS. Here is how one can use IVRS in complaint management:- 1. Caller call up complaint number of the [...]

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IVRS versus Auto attendant or Answering Machine

by Uttam Pegu on March 16, 2009

Many people seem to confuse with IVRS and Auto-attendant and Answering Machine! Though  Auto attendant and Answering Machine may be compared, but comparing IVRS with either of them is comparing armored vehicle with F-117! ( Hope I have given the right analogy.:) ), they have similarities but they have major difference in usage, scale and [...]

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Call Flow and Customised IVRS

by Uttam Pegu on March 15, 2009

What is call flow ? Call flow is the options offered to caller by the IVR Application. When a caller calls to a IVR number, he is given various choices. After he chooses one option, he may be required to enter few more choices before he finally gets his required information.  This complete call flow, [...]

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IVRS and Speech Recognition

by Uttam Pegu on March 14, 2009

Speech recognition in IVRS has become more of a necessity after mobile phones have arrived. POTS ( Plain Old Telephone ) System have telephone instrument with proper keypad along with head-set. Procedure of calling is suitable for pressing DTMF based interaction with IVR System! You normally lift the headset with left hand, dial pressing keys [...]

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Voice Portal – Technical Challenges

by Uttam Pegu on March 13, 2009

The only direct revenue generating IVR Application is Voice Portal.  I have posted about using IVRS as Voice Portal before.  There I tried to explain the overall Voice Portal operation.  Here I would try to discuss about technical challenges of developing and running a voice portal. I would say, Voice Portal Application should be broadly [...]

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IVRS and Phone Banking

by Uttam Pegu on March 12, 2009

IVRS applications in Banks are known as Phone Banking. Every modern bank now a days uses IVRS as phone banking. Phone Banking on IVRS help bank provide the following services to its customers:- 1. It serves customer with routine checking of balance. 2. It can give status of issued check as well as make stop [...]

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Configuring Synway and Dialogic SS7 cards

by Uttam Pegu on March 11, 2009

Recently I had successfully configured Synway SHD-240D-CT/PCI ( PDF File). I thought I would share my experience of configuring Synway SS7 card and configuring Dialogic SPC DNI2410 cards. First, we are very grateful to Synway for giving us the demo card for testing and development our application. The card was given to us for a [...]

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