In the crowded IVR Tools market and competing technologies for making IVR development easier and faster, I thought it would be an worthwhile to know how many people use what kind of IVR development tools for their IVR Software.

POLL to find out % of IVR Tools users

So, I though I would start a poll in this IVR Blog to find out how many uses what kind of IVR development tools. Though I tried to add as many as possible tools, I may have forgotten to add some. Please leave comment with the IVR Tool and I would update the options.

The poll is at the right side this blog just below the SEARCH Textbox. I request all kindly to vote. Once may choose 2 or more choices.

I hope to publish the result after a month or so with country wise data too.

Happy voting!

There are many interesting hosted IVR ( Interactive Voice Response) applications which are used daily for completing various tasks. Once such interesting hosted IVR application is “Guarding the Security Guards” which are employed at ATM ( Automatic Teller Machine), gates at Bungalows, building, banks night and day.

Guarding Security Guards with an IVR

While during day, these guards perform their their duties well, but at night they also tend to sleep when there is no crowd, noise or anyone to supervise them! It is a human nature to fall asleep when lying idle! But with a simple outbound IVR alert system (either hosted or on premise), these guards can be kept alert as well as keep monitoring them automatically!

The system is fairly simple:-
1. Every guards is given either a land phone or a mobile phone.
2. IVR would call them up at night in every hour or 30 minutes, and tell them a random number which they have to punch back again. If the guard is sleeping or not alert, he will not be able to listen carefully, and punch in the correct numbers.
3. The IVR will store the random number generated and response from the security guard and prepare a report daily.
4. Other reports like, time taken to pick up call, disconnect in between the call can also be recorded.
5. This system can even generate alert if a particular security guard does not respond 2/3 calls continuously for manual inspection.

Benefit of this Guarding Security Guards by IVR:

1. This is an complete automatic system where no human intervention is required.
2. It helps security guards to remain alert all the time during their duty hours.
3. It will be able to detect any abnormality quickly and efficiently.

Only disadvantage system might be the outgoing call cost as well as annoyance of the guard! But the call cost can be reduced with on-premise solutions using local PBX. Call cost can also be reduced with CUG( Closed User Group) schemes provide by many telecom operators.

This is system which would be able to reduce complaint of sleeping security guards! So, if you avail services of security guards, or if you own a security agency, this is one alert service you must have!

In India, Niche Tech Services (P) Limited offers this “guarding security guards” service both hosted or on-premise model at and affordable rates.

What is Phone verification ?

Phone verification can be called verification of a phone number entered in a form ( both online form or offline paper form ) either it is a valid phone number or not. Here, validity of the phone number does not mean only about the numbers entered numeric, length of digits entered sufficient ( which can be verified by smart software though), but the phone number works! It mean, the number has to ring when dialed from another phone number. Also it has to match the owner of the phone number with the name entered in the form!

So, most of the time the only way to verify the number is to manually dial and speak to the person.

Why Phone verification is required ?

Phone verification is required for many services for obvious reasons to authenticate credential of a person. Credit card, Banking, ID proof etc. are few examples where phone verification is a must.

A verified phone may also reduce many unproductive calls by any tele-caller.

How Missed Call and IVR can be used ?

A missed call is a call when it is not picked by the caller. Now that missed call may happen when called party does not pick the call even when ringing is over, or when called party disconnects call after one or few rings. Depending on the type of missed call, few messages are exchanged between called party and the caller. In India as well as other countries too, missed call is widely used by people!

“Missed Call” are also known as ‘drop call’ in USA, ‘prank call’ in United Kingdom and Australia, beep in Africa etc.

The same “Missed Call” can also be used to verify a phone number automatically using the following method :-

1. When a person enters a phone number in any online registration form, he is given a phone number to dial from the phone number she entered in the form within a given time say next 20 mins. The pop up clearly mentions that as soon the phone rings, it will be disconnected just after capturing the Called ID and the call will not be charged!

2. The person calls the number. The IVR receiving the call will capture the Caller ID and match it with the number entered in the online form. If it matches, the phone number will be verified and the registration would be accepted.

3. The IVR can now make an outbound call to inform that the registration is accepted and now he can proceed with his registration or any other purpose of the online form submission.

Any PRI connection in India is normally given 100 numbers in continuity. So, these 100 numbers could be used in random to get missed calls from different users in order to increase secrecy as well as security.

So, missed call with an intelligent IVR system could be used as completely automated phone number verification service.

Timely information and timely action can earn a lot for any stock trading company or may lose for the lack of it! With advent of online share trading systems where anyone an buy/sell shares online using a PC with internet connection, lot of automation has taken place increasing profitability to any share trading companies.

Presently, many share trading companies maintains dedicated call center to serve their clients where many of the incoming calls are just to check their portfolio positions for the day! Also SMS ( Short Messaging Service) is being used to update both share trading tips as well as portfolio status to registered numbers.

IVR ( Interactive Voice Response) System can be used to perform regular enquiries like portfolio status, stock market update etc. which will free up human agent in call center for other tasks to assist actual stock trading assistance to callers.

Both Inbound IVR and outbound IVR can be deployed by any share trading company to automate timely information update to its clients as well as provide their portfolio status on demand.

1. Inbound IVR

Inbound IVR, where caller will make a call to the IVR number, can be used to provide the following updated and rea-ltime information :-

a. Portfolio Status
A quick information about the current portfolio status is what everyone wants to know at the end of the day or weekly to help plan then about buying or selling shares or doing other stock trading. Getting updates on IVR is much easier and its available on any phone both land-line and mobile.

b. Quick Stock updates
A caller can also hear latest stock exchange index, top performing companies, top loss making shares etc.

c. Call transfer to human agents
IVR can provide option to transfer the call to human agent intelligently like while announcing the top earning shares so that it may persuade them to do any transaction.

2. Outbound IVR

Outbound IVR can be used same wa as inbound IVR as described above,e except that the all would be initiated by IVR to the client.
The only difference is, the outbound call can be triggered when some important announcement or alert ha to be sent to the client. Some sudden fluctuation of share price owned by the client may trigger a call to him informing about the fluctuation and then IVR can immediately transfer the call to human agent for further assistance.

Voice call alert are more reliable as it can be ascertain either the call was received by the called party or not in time. In SMS alert or EMail alert, the client may not open the SMS or email in time which may cause him to miss the important update.

Outbound IVR is also useful to provide clients with timely stock tips which are very urgent in nature.

So, if you are in share trading business and if you are not using IVR, then most probably you are going to lose out to your competitor who is using IVR!

Insurance companies have to perform many routine tasks which can be performed by an IVR ( Interactive Voice Response) System for benefit of both Insurance company as well as its clients. With IVR client will be able to perform many tasks like lodging a new claim, get claim status as well as other information using their landline or mobile phone from anywhere.

Here are the few tasks which could be performed :-

1. IVR as instant lodging of accident claim or any claims

An inbound IVR can be used to lodge any new claim with verification like registered phone number or policy ID. On successful registration of claim, caller would be given an Unique claim ID. During registration of new claim, it can gather important information like claim type ( Accidental, natural death, Vehicle insurance). This will help sorting new claims category-wise and build useful MIS.

2. Status Inquiry

IVR is a very useful system for status enquiry and for insurance claim status, it can be very helpful. Any caller can dial to IVR number, punch in its claim ID and she would be able to hear the claim status. SOme outbound IVR can also be used to alert any client of any update on their claims. This will help insurance company dispose of any claims in timely manner.

3. General Insurance Enquiry

IVR can also be used as a voice portal about various insurance schemes, new schemes etc. to its client as well as new caller. It can also launch an outbound IVR campaign informing its services. Voice Portal can also have option of call transfer to human agent which can assist converting an enquiry to sale immediately.

4. OBD Alert for premium deposits

Outbound IVR can be used to remind pending or upcoming premium payment to its clients. This will help its clients to pay up in time to avoid any late payment as the insurance companies will benefit with timely receipt of premiums.

5. Hospital Information

One useful service which IVR can offer to clients of insurance company is providing hospital information on phone. A medical policy holder can dial and find listen to list of empaneled hospital during any medical emergency on phone.

6. Speak to local insurance agent by PIN code

Another useful feature in IVR system for Insurance companies could be patching of calls to local insurance agent using PIN code. Any caller to IVR would be required to punch in his area PIN code, and the IVR will then patch his call to insurance agent of that area.

So, IVR can be very useful for automating various business process for Insurance companies where both company and customer would be benefited.

With evolution of social media like Twitter and Facebook Fan page, it has become easy for celebrities in various fields to connect with their fans. While some fields, connecting with fans may not be important or necessary, but celebrities in the fields like Cinema, Music,TV serials, literature, connecting with fans is an important PR exercise to keep their fans engaged as well as well informed!

Celebrity IVR to connect with fans

How IVR can be used ?

IVR ( Interactive Voice Response System) can be used to where fans would be given a number to call and listen to news, greetings by the celebrity. The IVR can have options to record fan messages in voice too. This could be a simple inbound IVR, even on hosted IVR platform with original voice greetings from the celebrity.

There could be an option to listen to latest news or breaking news section where some important or immediate update about the celebrity could be stored to be heard by any caller.

The IVR could also be used to collect feedback from fans about new releases, or any activity by the celebrity. This kind of feedback could be very informative for the celebrity or her teams to get public sentiment and than strategise next performances.

Outbound IVR could also be used for campaigning any cause endorsed by the celebrity. With inbound IVRs, it can build up huge phone numbers which could be utilised to any kind of promotion or campaign.

What are the benefits ?

Since fans will listen original voice of the celebrity, IVR could be more “emotional as well as personal” kind of communication between the celebrity and her fans. So, IVR could make fans more loyal to the celebrity!

In a market like India where mobile penetration is much higher than internet, Radio or news paper, IVR seems to be better suited medium to connecting with fans for celebrities. By recording phone numbers using caller ID, one can build a database of loyal fans.

Using these recorded phone numbers, a targeted campaigning could be mounted for new launch of albums by singer, new movie release by film stars or release of new book by a writer, or even merchandise.

Fans will be able to dial the IVR number any time in the day, listen to her voices of her favourite star, leave message. It will make them feel important and make the celebrity more accessible to her fans.

Hosted IVR or On Premise IVR ?

Hosted IVR solution seems to be a better model for any kind of celebrity IVR as it will allow professionals to handle the technical nuances of running IVR! The contents could be uploaded by he celebrity using the same IVR over a phone. Or it could be done by her team using simple web interface.

So, after Twitter and Facebook, IVR could be another medium for celebrity to connect with their fans! It would gread if anyone shares their experience of calling any celebrity IVR!

Almost everyone is aware of IVR ( Interactive Voice response System) being used to listen information over phone as well as lodging complaints about utilities. Recently, NTS (IVR Service provider in India) has implemented an interesting hosted IVR solution for Find My Info International, where vital information about a person running into an medical

Find My Info - Using IVR for Medical Emrgencies

This is an web based simple application which helps people organise their critical information so that it can be retrieved by logging to website or dialing a phone which ever is available. Find My Info provides wearable accessories like pendent, wristband which are engraved with CODE and PIN unique tot that individual along with the IVR number and website address. This CODE and PIN can be used to retrieve vital medical information of the individual.

The IVR service is provided by NTS on its hosted platform which accesses information from Find My Info server using secure and encrypted API online in real time. The caller has to call the number, enter the CODE and PIN and the corresponding critical medical information like blood group, emergency contact number along with relation.

Find My Info Accesories

The caller has also an option to download the information to his mobile number, in case he is dialing from a mobile.

As Find My Info describes, “increasing number of people need to go out of the home for work, study, business, leisure or other activities for short or prolonged periods. As soon as you leave home, you become vulnerable, and start to deal with many unwanted and unfavourable situations, knowingly or unknowingly, out of your instincts – all by yourself.

Unfortunate emergency situations may suddenly come in your way, externally or internally, impairing your ability to communicate to others – who are trying to assist. Accidents, sudden medical conditions may strike even to the most healthy and diligent person – while our children, adventurous youngsters, elderly loved-ones, and family members with physical or mental impairment have greater vulnerability. We cannot emphasize less, the invaluable benefit of this service to reunite lost children with their families.”

This is very useful IVR application as well as unique service where IVR is playing a role of life saver!

Like many emerging services and technologies, development of IVR services too have many competing methods to develop IVR software. While Googling, interacting with various IVR companies, professionals I have found out some different types of IVR development tools or ‘school of thought’ as they call!

IVR Development Tools

Here are few I have thought of :-

1. Old School Of thought – Using built in API in C++ provided by the CTI manufacturers.

This type of IVR developers are decreasing and might become extinct in future! Most probably, Dialogic, Synway and Donjin may provide some lifeline to this kind of IVR developers as they are few CTI manufacturers with well documented API in C++. Old IVR programmers like me still prefer API and C++ as it gives power!

2. Web Style development – VXML, CCXML, VoicePHP

This kind of IVR developers treat IVR software as website or portal ( now we know why they call voice portal) and want to use simple tags for interacting with caller. This is intended to be open standard which will use a VXML Browser ( just like web browsers). VXMl browsers are available on Asterisk as open source also commercially available from Voxeo, I6net, Phonologies from India. Few CTI manufacturer like Digium, Sangoma etc. support this kind of IVR development tools.

3. Extension of Traditional Development tools like Microsoft .NET – VBVoice, Velocity

This kind of IVR tools reside in traditional powerful development environment Microsoft .NET technologies. They are very powerful and does not need any learning curve as conventional C# or VB is used for coding while using the Telephonic or CTI interfaces as component just like any button in the form. This kind of IVR development is gaining momentum now for the obvious reasons.

4. Complete New Tool with simple drag and Drop visual tools – Envox, Invox, Osidail, XtendIVR, OmniVox3D

This kind of tools comes as a complete solution which has its own GUI tool to drag and drop for making IVR call flow, test them offline, compile them and even port to VXML code to host in another hosting platform! With recent advancement in internet, this kind of tools are completely online and developers can just create an account and then start developing their IVR software! I think, the number of this kind of tools are highest at present.

So, these are four majorly available IVR development tools and every tool has merits and demerits. Most probably, a choice of IVR development tool would mostly depend on type of IVR software.

The one similarity in all above available tools are, they are licensed per channel basis. Developers has to pay per channel for their production IVR software for using the development tool or VXML browser.

IVR Software has many applications in medical field. While IVRS has been used quite effectively and efficiently in Medical Research field already, IVRS can be used in a Hospital too. IVR Software works 24 hours a day and that is one of the major advantage of IVRS.
Hospitals involve many routine and mundane procedures which can be replaced by an intelligent IVR Software quite effectively. In fact, using IVR Software might increase the utilization of resources as well and increase efficiency and better output for the hospital. Here is a list of Tasks that can be done with a IVR Software for Hospitals:-

1. Initial Patient Admission Screening and Scheduling
Initial procedures or routine inquiries can be handled effectively by IVR Software, like referring to right department and consulting doctor. It can also provide scheduled consultancy time with doctor on a phone so that the patient may avoid waiting in the hospital.

2. Test reports
Test reports can be made available to consultant doctors immediately by a outbound call as soon as test is complete. It will increase efficiency and lead to consultant doctor take decision quicker.

3. Resources Allocation
Using IVR Software, resources can be allocated efficiently. For example, X-RAY room. Any one requiring X-RAY cn lodge a request through IVR Software and outbound call will alert when it is available.

4. Poll and Advertising
Hospitals can provide information about its facilities, services through its IVR Software to callers from any telephone number. It can also do outbound calls and conduct polls, gather feedback from previous patients.

5. Patient Records
Patient records can be maintained through IVR Software. Dispensing medicines, accessing various test reports as per patient id can be performed by IVR Software.

In fact, many hospital procedures can be automated using IVR Software. IVR Software can be integrated with any existing Hospital Management software and can be used as voice portal for the Hospital.