Thu Sep 17, 3:01 am ET
Invox’s Intelligent Voice Solutions Receives Accolades for its Next-Generation Telephony Technology
Los Angeles, CA (PRWEB) September 17, 2009 — InVox, a provider of business telephony services, won “Best of Show Award” for Small-Medium Sized Business at Technology Marketing Corporation (TMC®)’s ITEXPO West 2009 in Los Angeles.
“Our judging panel felt as though this year’s field was the deepest we’ve ever seen for the Best of Show Awards, and we congratulate the winners for standing out in their respective categories,” said Rich Tehrani, CEO and group editor-in-chief of TMC. The industry’s largest collection of service providers, enterprise buyers, developers, and resellers come to ITEXPO, to see innovative solutions from companies like InVox.”
We received lot of positive input throughout the show primarily around the ease of set up and deployment,” said InVox’s chief executive officer Michael Loftus. A number of distribution partners all saw the value of adding this unique solution to their portfolio of offerings.” Casey Strom CEO of Northwest VOX adds “I haven’t seen a service which enhanced the phone systems with advanced IVR solutions with just one single click. As a leading VoIP service provider in WA State, automating operations to make an appointment, get store hours and directions, provide payment information, retrieve order status will save the callers lot of time. Implementing advanced solutions is just matter of minutes instead of months.”
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What is IVR Outsourcing ?
A company may outsource IVR operation to IVR supplier or Hosted IVR Service providers. IVR Outsourcing means rent a IVR number where a company’s customer or caller may call and obtain company’s information, resources, avail service, complaints etc. The outsourcing company does not need to invest anything on IVR infrastructure like powerful servers, power backup, CTI boards, IVR software, record voice prompts, Web Server etc. In short, A company may avail everything that an IVR offers him without having to invest initial hardware, software, costly and time consuming development cost of IVR system. Outsourcing company can can view any information, data generated by IVR system real time and get even get alerts for any emergency or urgent requests.
Why outsource IVR operation to IVR Supplier?
According to my opinion, smaller companies which do not have very large number of clients which need IVR support should opt for IVR outsourcing. Here are few advantages of IVR outsourcing:-
1. Fast implementation
One may set up the IVR system quickly as IVR Hosting provider has all the required IVR hardware, Software, voice prompts, skilled and trained IVR professionals are available for quick implementation and customization.
2. Low initial investment and fixed recurring expenses
Large initial required for self hosted IVR can be avoided with IVR outsourcing. Every system that runs 24 hours a day, 365 a day needs few minimum infrastructure, human resource which may not be a viable option. Even after the initial investment, there are recurring expenses like call charges, human resource, power etc.
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An interesting IVRS Application for Voice Portal is Voice Chat Application! It can be a real revenue spinner for a voice portal if it is properly moderated, if it has feature like outbound call, background music etc.!
This chat application has two modes:
1. One To One chat
Here two users chat one through voice portal. The connection can happen both ways. User calls to voice portal number and can browse profiles of IVR Chat users and then send request for chat. If the other user is not connected to Voice Portal, voice portal makes and outgoing call to the other user and initiates the chat!
2. Group Chat/Conference ( Moderated or Operator based)
Here many people join a chat room just like in normal chat room in a website. Here a moderator approves any joining to chat room request. Moderator can block any un-parliamentarian chatter. Telephonic talk-show as well as public opinion could be generated and sampled using this kind of chat.
All calls should be recorded through a dedicated voice logger. There should be dedicated moderators. In fact, customer care of a telecom service provider could be modeled around this IVR Chat and Conferencing for better service to customer.
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Almost one year back on 28th August 2008, I started a poll in this site to try to know how many people use Dialogic CTI boards as well as other CTI boards. I have concluded the poll today, 5th September 2009. The question of the poll was :
Which CTI card you use for your IVR Applications ?
And the options were :
1. Dialogic
2. Synway
3. Pika
4. AudioCodes
5. TelcoBridge
I forgot to include two more important CTI manufacturer Digium and Donjin. I future, I think I would conduct another poll about these two CTI boards. Digium is wide famous for Asterix.
Not many people voted in the poll! Only 28 people voted. 3 registered users and 25 guests. Total number of vote was 40 as one voter could select more than option.
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On 23rd August, 2009 www.ivrsworld.com has completed one year!
It is good feeling that it has finally completed its second year. As I have been crisscrossing India whole month of August, I could not add many article as per my plan. But in this year, I plan to do the following:-
1. Create an E-Book with various articles published in this blog.
2. Write more on developing IVR Software and IVR Application
3. Compare various CTI hardware as well as CTI manufacturer.
4. Create a marketplace where both IVR developers as well as IVR Software user would be able to exchange projects.
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Voice based value added service is known as voice portal. This is good revenue source for both mobile and land line telecom companies. Just like SMS Portal, voice portal also provides similar services but accessed through IVR. With advent of voice enabled menu using speech recognition technique, IVR has become very popular as well as user-friendly application for both mobile and land line subscribers.
IVR can be thought as platform to deliver content to users. The content may be anything, from latest news to mobile ring tone. I have written about Technical challenges and commercial challenges in a voice portal in my previous posts. IVR as content delivery platform has advantage:-
1. Its is easy to dial using the keypad while SMS is not easy to type on mobile phones.
2. Few contents are better delivered on IVR. For example, ring tone can be heard on IVR before it is downloaded by user.
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CRBT (Caller Ring Back Tone) is a very popular IVR application used in Telecom Industry. It is known as “Hello Tunes”, “Caller Tunes” in India. CRBT is a fairly simple IVR system which has a smart call routing and a IVR application which plays one audio file, a music as per choice by the CRBT subscriber. CRBT is one of the highest revenue earner for Telecom companies in voice based value added service (VAS) all around the world.
CRBT can also be used as very useful, targeted advertising tools where the IVR software will play an ad jingle instead of a number for chart topper, or a old hit. The ad jingle to be played can be chosen by the following criteria:
1. Caller Id : Since IVR application will know both the caller number and called party number, it can choose ad jingle based on the caller ID. For example, if the caller id is an land-line number, a ad jingle related to land line facilities should be played. When caller ID is a Airtel land line number, why not play a internet facilities available on Airtel land-line number ?
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