The biggest reason why people hate IVR is for the following scenario :-
User calls to IVR number and he gets to hear an welcome message and asked few options. After that the user is put on hold saying ‘All our customer care officers are busy, Your call is important to us, we will transfer the call to a customer care executive as soon as free. Thank you’ and this continue for 10 minutes, may be more! End result, caller disconnect, after few curse may be.
Most probably, many of us has faced this situation while dialing to Telecom customer care numbers (specially in India). But this kind of irritation and frustration can be reduced considerably by using a simple predictive dialer! Yes, instead of keeping the caller on old for many minutes, he should be given a simple option to press a number,saying press 2 if you want our executive to call you back as soon as they are free! Thank you!’ And let predictive dialer take care of the rest!
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Popularity: 44% [?]
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E-com portal needs no introduction for anyone who uses internet. E-com has at least revolutionised the way we buy tickets to traveling, if not our groceries!
Now, with advent of 3G services by telecom operators and affordability of 3G enabled phone with dual camera, we can hope to see IVVR portal for e-com portal! It will be an one step ahead of IVR E-com portal I wrote in my recent post. IVVR portal takes care of all drawbacks one faces in using normal web based e-com portal and IVR based e-com portal! Still, IVR e-com portal will score over everything for those people with visual disabilities though!
IVVR(Interactive Voice and Video Response) e-com portal could be accessed by any 3G enabled mobile phone, they can surf any products, be a T-shirt or latest sports car! He can even do test drive a car virtually! It will revolutionize the way one buys a cinema ticket! It has already done, I hope where SpeechStorm has implemented IVVR for movie ticketing in Etisalat. First watching trailers of the available movies and then deciding to book tickets from comfort of home with family or even in office cafeteria with friends, sounds very interesting and appealing to me!
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Popularity: 36% [?]
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Email has revolutonised the way people communicate, exchange messages and information. Even after many innovative applications like SMS, web-based innovations like Twitter, Social Networking Sites like Facebook, Orkut, Myspace, email was holding its forte, exchange of mails.
Techcrunch
Likewise as I wrote enhancements, innovations about voice mail systems if implemented using CTI board and smart IVR application recently on 2nd November 2009, two days later, I had found a real innovation in voice mail system on Techcrunch. Google Voice has created quite an interest in managing and using voice mail integrated with web technologies, now Ribbit Mobile says, Goodbye to Voice mail, say hello to Ribbit Mobile!
According to the article, Ribit mobile takes over the voice mail of your mobile phone and routes any voice mail to the server of Ribit Mobile, and stores there with new greetings. It also sends out email using text to speech conversion engine to the subscriber’s email id, send SMS to his mobile phone! Though, I am wondering what is the use of converting the voice to text for sending it to Email account when it can send the voice messages itself in compressed WAV format as email attachement ? Now a days, no PC or laptops comes without sound card and multimedia. Even many mobile phones can play WAV files!
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Popularity: 36% [?]
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Implementing traditional voice mail using analog CTI boards is quite tricky. If the switch of EPABX does not support certain features, than it is almost impossible to implement traditional voice mail system with traditional operation. The major issue is finding out information of caller ID.
In a traditional voice mail system as I explained in the previous post, Voice Mail System and Answering Machine, it becomes difficult to provide two caller ID to the voice mail system. For example, C is the extension line to which voice mail system connected. Now if A calls B, B does not pick up so needs to transfer the call to C. So now C needs both caller ID, A and B, in order to store voice mails of B from A.
Voice Mail System using analog CTI board:
Voice mail systems are built in with EPABX or telephone exchanges. One can build a Voice Mail System using a simple 4-port analog CTI board and a PC. To build voice mail system, one will need the following hardware:-
1. A PC with one PCI slot free to install the analog CTI board.
2. Operating System to be installed on the PC as per driver availability for the CTI board. I think, only Dialogic provides driver for multiple or all operating systems for its CTI boards.
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Popularity: 41% [?]
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What is a Voice Mail System (VMS) and a Answering Machine ?
Voice mail system can be thought as a message box for phone user to store voice messages and retrieve it through telephone. User can divert all his calls to his voice mail system when he wishes so.
Main difference between answer machine and voice mail system is that voice mail system is a centralized system where voice mail boxes are managed for many users, while answering machine is an independent individual system connected to a telephone line. Many telephone instrument comes with built-in answering machine.
Typicl picture of Answering Machine
Messages stored in answering machine is played back on the answering machine equipment, can not be accessed remotely. But voice mail messages can be accessed, listened and managed from anywhere in the world through telephone line.
Answering machine is usually suitable for home use for single line, while voice mail system is more suitable for office use where there are multiple telephone connections as well as extensions through EPABX.
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Popularity: 59% [?]
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