What is VXML ?
VXML, also known as Voice XML is W3C(World Wide Consortium) standard for specifying voice interaction between human and a computer. So, it essentially is a ‘tool’ or high level level language for scripting an IVR ( Interactive Voice response) application. It can take input from human in the from of DTMF digits, automatic speech recognition (ASR) etc. Like standard XML, it consists of many ‘tags’ specific to voice applications which are accepted as standards by W3C.
Voice XML or VXML can be used to specify a call flow in an IVR application without having to learn about CTI boards, its integration with switches, PABX systems etc.
What is VoicePHP ?
VoicePHP is another “tool” for developing voice applications which mainly integrates IVR applications to web. It can be thought of an extension of widely popular PHP language to build voice specific same way as any web application is built!
VoicePHP is tool which seems to be in direct competition with VXML for specifying voice applications on web. VoicePHP is a product from tringme.
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What is hosted outbound IVR service ?
Hosted outbound IVR service can be defined as a service provided by a IVR Service provider using which one can make outgoing calls to large telephone numbers and play a recorded voice as soon as the called party picks up the call. Calls could be scheduled by the client who is availing the outbound IVR service through either an web-based interface, or API ( Application Programming Interface) or URL link.
Recently, there has been few companies in India, which have started providing hosted outbound IVR services. It has become a good tools for marketing along with SMS(Short Messaging Services), Email alerts.
Usage of Outbound IVR Service:
There are many usage of outbound IVR services. It can be used to for the following :-
1. Promotional Campaigns
Any marketing agencies build up large number of telephone numbers of their clients over a period of time. So, when they want to launch or announce a new product in short period of time, automated outbound call is one option. Outbound IVR will dial out the numbers and play the audio clip announcing the new service, product and discount/sale.
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Happy holidays season and Happy New year 2010 to all readers in general and visitors to IVR Blog during this holiday season in particular.
In case you wanted to read few useful articles about interactive voice response (IVR) system, here is a list of recommended articles :-
1. IVR as CRBT(Caller Ring Back Tone).
2. Choosing a CTI board for your IVR.
3. Choosing right IVR development tool .
4. Usability Tips for IVR Software.
5. Predictive Dialer and IVR.
6. Using Predictive Dialer smartly in Call Center.
7. List of RAD tools for IVR development.
8. IVR for making money .
9. Technical challenges in voice portal.
10. Use IVR as e-commerce portal.
I hope these articles will keep you busy while I will be back next year, 2010!
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According to latest research by T3i group, global IVR shipment has decreased whopping 27% in first half of 2009 as compared to the first half of 2008. Top 10 IV vendor, which supplied 630,000 IVR ports in first half of 2008, could reach only 230,000 in the same period.
Genesis, Nortel and Convergys topped first three positions in terms of number of ports shipped while Avaya, Nortel and Genesis occupied first three positions in terms of revenue. Few facts about global IVR market scenario in “InfoTrack for Converged Applications First Half 2009 IVR Market Report” :
1.Almost 79% of all IVR ports shipped in 1H09 support VoiceXML (VXML) versus a proprietary standard. T3i Group expects that by 2013, 95% of IVR ports shipped will support VXML. VXML enables Web sites to offer the same text-based applications, such as order entry, with speech recognition.
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What is “on premise IVRS (Interactive Voice Response System)”?
On premise IVR system can be defined as Interactive Voice response System (IVRS) which is installed in the premise of the company who is using IVRS for providing various services to its customers. On Premise IVR systems are also known as “Legacy IVRS” which are normally developed specifically for the company, using native API functions of CTI boards. It is tightly integrated with CTI board used, PBX or telephone operator, Operating System of the machine and normally written in a well defined languages like C++, .NET C# etc.
While, hosted IVR may provide many advantages, mainly outsourcing of maintenance and low initial investment, but on premise or legacy IVR systems are going to stay, in my opinion.
1. Recurring Cost
Hosted IVR services are normally rented. So, it is a recurring cost for a company. Hosting service provider may restrict services when some call spikes take place. Unlimited calls and one time cost is more beneficial in terms of ROI for many large corporates than paying for every calls handled by hosted IVR. Many companies already maintains various computer servers and PBX systems and putting one more server ( the IVR System) is not another heavy investment.
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Call transfer from interactive voice response system to human agent is one of the basic requirement and a must for IVR usability in any call center. While transferring an active call on an analog extension is very simple an straightforward, but the same may not be simple in case of ISDN PRI connectivity with PBX. The method of call transfer vary from one PBX manufacturer to another and that makes it more difficult to implement call transfer facility for a new CTI application developer.
Recently, I had faced similar difficulty while trying to implement call transfer facility on ISDN PRI with a PBX. It took many days, but later I realised that, it is mainly due to technical support from PBX manufacturer end only. In my opinion, PBX manufacturer should provide information how call transfer facility has to be used by a CTI application in their manual itself.
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There are many disadvantages of using analog CTI ( Computer Telephony Integration) cards. Apart from that, digital CTI boards offer many advantages over analog CTI boards and I would like to list three main reasons why one should upgrade to digital CTI boards from analog ones.
Even in India, E1 connectivity or PRI lines are easily available from any telecom service provider and it is much cheaper. And with, many new CTI manufacturers are offering high quality digital CTI boards which are easily available.
Here are three reasons :-
1. Dialed Number Identification ( DNI Facility)
Digital boards provide DNI ( dialed Number Identification) which is not available in analog CTI boards. DNI can be very useful. It provides options for separate CTI applications depending on the DNI detected. The [click to continue…]
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