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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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IVR (Interactive Voice Response) system itself is new in India even after decade of high telecom growth and penetration. And hosted IVR was almost unknown in India till recently. But now, few companies have come up with hosted IVR solutions to cater to few specific IVR applications.

Till now, IVR systems were thought to be standalone, on premise CTI systems for answering customer calls and transfer calls to some department, record a complaint, announce train/flight status and schedule. But with increasing telecom density, both users and telecom providers have been pushing IVR companies to provide many utility services using telephone or mobiles. For example, making payment using IVR system, listening to music on voice portal etc.

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Clickcall.in has recently launched “Click To Call” service in India. It is hosted IVR solution where website owner can sign up, buy outgoing calls and then put a “Call Me Now” button on their website. Hosted IVR at the back of this “Click To Call” would make two outbound calls, one to the website visitor number and the to the “website number” which website owner can configure. Once both calls get connected, these two calls are bridged.

“Using the CLICK to CALL services one can host their own call center, without investing a single penny. Business Website can provide CLICKCALL service on their website, visitor of that website will enter his/her number and click on Call Me. Instantly a call will be setup between the visitor and the business executives. This service promises to convert the website visitors to future customers. Among the features of CLICKCALL, one can login to the website and assign different numbers for different services according to the dept. The best feature of CLICKCALL is one can use unlimited number of phone numbers.” Clickcall Press Release.

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One of the very important and widely used IVR application is scheduling of tasks or appointments. In a typical IVR assisted scheduling application uses both inbound and outbound IVR. Normally, inbound IVR is used to register a new appointment while outbound IVR is used for remainder or rescheduling of the appointment if any. Hospitals are using this kind of IVR system for confirming/rescheduling an appointment of patients while airlines are using outbound IVR to inform passengers about rescheduling of flights.

Patient Scheduling:

Patient scheduling is one important function which can be achieved by use of Intelligent IVR. And inbound IVR system is used for any new appointments. Usually, scheduling of an appointment is done by another scheduling application which decides time of appointment and IVR announces that time and then ask confirmation from caller to finalise and block the appointment time.

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We’ve all been stuck on the phone trying to get information from an automated telephone system in a battle against the machine that sometimes seems to be designed specifically to prevent us from finding what we’re looking for. While that almost certainly wasn’t the intent of the automated phone system, poor execution can leave a multitude of customers with a bad taste in their mouth.

A well designed IVR (Interactive Voice Response) phone system can be a valuable resource, but a poorly designed system will only reflect poorly on your organization’s communication and customer service. With that being said, here are a few pointers to help make sure you are designing a good call flow for your automated IVR system:
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