Interactive Voice Response (IVR) is being used in many fields, and it has also been used in social sectors too. One such example was surveying Mid Day meal scheme in India’s populous state Uttar Pradesh. Apart from this, there have also been usage of IVR in mass awareness campaign about various government schemes, services.
IVR in Grivance Redressal by NGOs
These services were normally alert type service where outbound IVR is used which dials out phone numbers and plays a recorded message. Centre for People’s Forestry, an NGO ( Non Government Organisation), based in Secundrabad, Andhra Pradesh in India has started an inbound IVR where tribal people in central India living in forest areas can lodge a complaint or message by calling the IVR number!
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miSystem is an IVR Toolkit developed by Mokalmat is an LLC (Limited Liablity Company) from Cairo, Egypt. We have seen many Graphical IVR Toolkit for Dialogic CTI hardware, but miSystem is the first IVR toolkit I have come across which is built around Synway, a low cost CTI hardware.
miSystem : IVR Toolkit for Synway boards
Recently, I have been able to check out this miSystem IVR toolkit through Webiner by Amr Oreaba, who is co-founder of the Company, Mokalmat LLC providing efficient voice products and target-oriented solutions for your business while being distinguished from competition by our ease of setup and use, tailored to match your needs and low cost.
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Recently, Tata Docomo, India is advertising about IVR used in its customer care where it says that in order to keep it simple, they allow caller to speak to human agent quickly without going through maze of key-presses, listening lengthy and boring menu announcements!
Well, one line comes to my mind quickly, if you want your caller to get connected to human agent, without having to use self service IVR, then please use ACD ( automatic call distribution ) system available in almost any PBX available now a days!
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Hosted IVR services are in still nascent state as such, except Bulk Voice Calling, which has grown on the back of SMS ( Short Messaging Service) mass messaging after Mobile Phone revolution in India! But still, hosted IVR Service providers face many problems, majorly from telecom service providers.
Hosted IVR Service : Handicapped by Telcos
Lately, many companies have understood benefit of Hosted IVR services, but still they find the cost high. Though the cost seems much lower compared to IVR hosting Services in other countries like United States of America, United Kingdom etc.
Here are few problems which are faced by Hosted IVR Service providers in India :-
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One of the most irritating aspect of IVR ( Interactive Voice Response) System is having to listen to the complete prompt before making a choice. While this is essential for first time dialer to the IVR system, it is really irritating and time consuming for regular callers who already know the options. So, many IVR systems give an option to press option Keys during the announcement is going on. While using speech enabled IVR where commands are entered through voice, the same procedure is followed.
So a good IVR System should be intelligent enough to recognise the first time caller and frequent caller by capturing and storing Caller ID. This may be useful specially in customer support IVR provided in Telecom companies. It may increase usability of IVR to some extent. Also, there are many IVR applications where entering data by DTMF is much faster, accurate and desirable.
But this same “Key Press Through” can be a reason for other type of problems in some cases. In many practical IVR implementation, multiple Keys (DTMF – Dual Tone Multiple Frequency) or digits required to be captured in the form of PIN ( Personal Identification Number ), Credit Card Number, Customer ID number, Mobile Number, Date format in DD-MM-YY format, amount etc.
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Microsoft Corporation, the veteran company, leader ( almost monopoly) in PC operating system has bought Skype, the voice call provider on internet ( peer to peer Skype account as well as any telephone to Skype account and vice versa ).
Microsoft Acquires Skype : New Voice Apps
This acquisition by Microsoft is the biggest in terms of value ( US$8.5 billion in cash) till today. Recently, Microsoft has also tied with Nokia where Microsoft Windows OS would be used in Nokia smartphones. Nokia has lost out in the smartphone section in Mobile Phone industry while though it is maintaining its leadership position is entry-level handsets, but it is being challenged by price-warrior companies in India by Spice, Micromax etc. many companies. So, acquisition of Skype by Microsoft may affect not only in “Internet Voice Calls” but also in Smartphone market.
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What is predictive dialer and what is Click To Call ?
Predictive dialer is such smart automatic telephone dialer system which dials out a telephone number from a list of telephone numbers in order to reduce holding time for both agent in call center as well as the person who is called from it. Though there are various techniques to implement predictive dialer, the basic aims remains same :-
1. Called party should not kept on hold;
2. Agent in call center should not waste time in hearing RBT ( Ring Back Tone) of the called number.
Click To Call and Predictive Dialer
Click To Call Service is a one to one conference where the called party ( as in above Predictive Dialer Definition) initiates the call and speaks to human agent immediately! So the immediate purpose of reducing wait period for both called party and agent is automatically achieved!
Now, does that mean that Click To Call service would (should) replace predictive dialer in order to maximize use of finite and costly resource like outbound telephone call charges as well as time of human agent ?
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