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Recently, I came across a news of phasing out of government managed call center in Indian city, Jaipur, aimed at providing single-window facilities for civic issues like sanitation, water supply and road repair etc. The reason for phasing out of the call center is due to less number of calls and huge burden of cost for running the call center! Quite logical!

Jaipur: The much-hyped call centre, which was launched in August 2008 to provide singlewindow facilities for civic issues like sanitation, water supply and road repair etc, may be phased out soon. The centre seems to be economically unviable and a huge burden on the government. Moreover, the Jaipur Development Authority (JDA) has to dish out Rs 2.5 lakh every month for a few hundred calls.
During a review meeting chaired by directorate of local bodies (DLB), director Jogaram said in the last one month it was found that running the call centre was an expensive affair. “As the coordinator of the centre, we found that we need to make the centre costeffective. Therefore, we have decided to reduce staff strength by June 1, 2010, besides some other corrective measures,” Jogaram said. Source : Times Of India.

While, any intelligent IVR ( interactive voice response) system should have been enough for providing information as well as registering any request from its citizen, government agencies went ahead with implementation of call center! Most probably, IVR companies in India are not promoting features and functions of IVR systems in India!

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While outbound IVR systems are being widely used now a days for many promotional activities, but outbound IVR potential as smart predictive dialer is still to be tapped.

While many acknowledge that, outbound IVR has many advantages over predictive dialer, call centers still deploy predictive dialer for making outbound calls and then transferring the calls to human agents.

History of predictive dialer shows, it came to be used in call centers for increase efficiency of human agents, as well as effective monitoring by supervises. Predictive dialer increase productivity by automating the dialing, then detecting answering machine, FAX tone or human answering and then connecting to human agent. Any outbound IVR with small computation power using CPA ( Call Progress Analysis) can achieve these and much more!

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What is CCXML

CCXML (Call Control eXtensible Markup Language) is telephone call flow language in line with VoiceXML which provides telephony control to the voice application written in VoiceXML.

CCXML is completely separate from VoiceXML and work independently from VoiceXML, though they can work together.

CCXML can be thought as an interface between telephony API and voice user interface ( VUI ) written is easy to write and understand markup languages like VoiceXML. Telephony API which comes with CTI ( Computer Telephony Integration) boards and are normally available in C, C++ or other low level languages. So, in order to make development of both call control and voice application easier, CCXML is being standardized which will be more understandable as well as easier to learn.

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Dialogic Corporation, a pioneer in enabling interactive mobile video services and applications, has announced at the close of the market today that it has entered in to a definitive agreement to merge with Veraz Networks, a leading provider of bandwidth optimization and next generation switching products. After closing, the name of the merged company will be Dialogic, and it will be a global leader in communications products and services to the telecommunications service provider and enterprise markets.

Montreal, Quebec – May 12, 2010 – Dialogic Corporation, a pioneer in enabling interactive mobile video services and applications and Veraz Networks (NASDAQ: VRAZ), a leading provider of bandwidth optimization and next generation switching products, today announced that they have entered into a definitive agreement to merge.

After closing, the name of the merged company will be Dialogic, and it will be a global leader in communications products and services to the telecommunications service provider and enterprise markets. The merged company is expected to be led by Nick Jensen as Chairman of the Board and Chief Executive Officer (current Chairman of the Board and Chief Executive Officer of Dialogic), and Doug Sabella as President and Chief Operating Officer (current Veraz President and Chief Executive Officer), with headquarters in San Jose, CA.

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Complaint Management is one of the basic business process or task for any company which provides any services or sells any product to end users. It is almost impossible to run business or any utility service without getting some complaints by its users. On a lighter note, even a perfect product like human makes few ‘complaints’ to God about his problems.

While many big corporates or government agencies have dedicated department for handling customer inquiries, service requests, updates using either call center or contact center, smaller organisations can not afford to have dedicated call center. Also, having a call center may not be a feasible proposition where there is not huge number of complaints or inquiries or service requests.

While it may be easy to start a web based complaint management system where people may visit the website and log their complaints. But it may not be always possible for all type of customer to have internet connection and a PC. Above all, it may happen that internet connection itself is not working and an user needs to complaint to ISP ( Internet Service Provider). Complaint management is fairly established process where few basic ‘processes’ are done :-

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What is Payment gateway ?

Payment Gateway is an application service provider which can authorise payments for any purchase made by a person using either credit card, internet banking in a website. It is just like POS ( Point of Sale) for either website or any other monetary transaction in a secured way. Main function of a payment gateway is to collect credit/debit card information and process the transaction and provide back the result to the website.

Payment gateway has contributed a lot in growth of e-commerce by facilitating secured mode of credit card transaction online using various secured methods as Software As A Service model. Its working principle is quite straight forward. A payment gateway service provider is an authorised centre for making transaction for credit card companies like VISA, Mastercard, Online Bank transaction etc. When some one purchases any goods on internet in any website, payment gateway acquires credit card or banking details secured way, authorise the payment and return control to the website as per transaction result.

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Continuing with innovator competition in second year in row, Dialogic today announced Annual Dialogic Innovator Competition, Offering Cash Prizes for Next-Generation Mobile Video Applications. Winner will get $10,000 while first and second runners up will win $5000 and $2500 respectively.

Parsippany, New Jersey, April 21, 2010 – The explosive growth of mobile video is changing the way the world communicates. It is predicted that overall consumer IP traffic will move from mostly voice to primarily video traffic in the next 3-5 years, and that mobile application revenues will be in the billions. In fact, recent industry research by Cisco forecasts that 90% of overall consumer IP traffic will be video-related by 2013.

As a leading worldwide provider of enabling technologies for communications applications, Dialogic Corporation (“Dialogic”), is helping to power the future of video. Today, Dialogic is calling upon developers who share its video vision to do their part to create the next generation of mobile video applications as part of the Second Annual Dialogic Innovator Challenge.

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CRBT (Caller ring back tone), also popular as “Hello Tunes” in India, has generated almost 25% of total VAS ( Value Added Service) revenues. This kind of revenue pattern is same worldwide where CRBT has been a major revenue earner for any telephone service provider in its VAS portfolio.

So, what is the next of CRBT ?

If one observes closely about this music or song in mobile industry, one will observe certain trends. Here is how it worked.

Ring tone :
First, popular songs were used a ring tone which was played in the mobile handset as soon as any incoming call came. Not too distant in the past, it was a major revenue source for all involved in it, music producer, Mobile Phone service provider and VAS provider. But with lowering cost of high end mobile phone with MP3 players, and Blue Tooth enabled Mobile phone with easy computer connectivity has almost wiped out Mono Ring Tone from the market. Now, mono ring tones are heard only in very low cost mobile handsets.
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How to choose IVR Solution

Recently, I have been getting many messages from this IVR blog visitors asking how to choose right IVR system for their organisation. While majority of the people who asked wanted to automate their customer service process, they have one common requirement, minimum initial investment possible!

IVR (Interactive Voice Response) Systems are available in two ‘forms’, hosted IVR and On Premise IVR. Choosing right IVR solution among these two types, may not be easy. I would try to document few points to consider between the two IVR types.

1. Cost of IVR system
Every IVR system has three cost components apart from general maintenance and up-gradation cost.

a. Cost of CTI hardware as well as Computer Systems
Normally this is fixed and one time cost unless some capacity enhancement is required in future. There are many options for CTI boards now a days, low cost and high cost. For example, Synway, Sangoma at the low cost end and Dialogic at the high cost end.

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VXML(Voice XML) is widely used by IVR users who prefer to host their voice applications with hosted IVR provider. Mostly, companies or organizations who want to have their complete control on the voice application and do not want to invest in CTI hardware and infrastructure of running a data center along with telephone lines.

In simple and plain language, VXML based applications remain at IVR user premise and hosted IVR system downloads VXML codes to its server and executes the codes. By this arrangement, VXML based voice applications remain at the control of the IVR user while users of that voice application call up hosted IVR number and avail the IVR service.

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