Recently, I came across an interesting article about usage of IVR in Economic Times, India. This was about simple outbound IVR used for monitoring one of the largest welfare scheme in India, Mid-day meal scheme. In this scheme, students in primary schools in India are offered free meals!
This welfare scheme has been successful in India and it has increased enrollment of students in primary schools, improved attendance as well as reduced drop outs.
Interesting Outbound IVR
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I have many experiences with my clients or people whom I had interacted during their commissioning of IVR system, that they give least importance to the scripting as well as voice prompt. Most of the times, they discuss and emphasis on number of simultaneous calls, integration of the IVR with some CRM ( customer resource management) system or some other interesting IVR feature as well as its future expansion as well as maintenance. Nothing wrong for emphasizing on these aspects of IVR system, but after commissioning of the IVR, they have started changing the script as well as voice prompts many times over!
Many of clients have started out with TTS ( Text To Speech ) generated voice prompts and later ended up recording voice prompts by different artists in a studio! I have also seen some call center owner as well as some companies deploying voice recorded in office by some female staff using a PC and MIC, and putting the IVR into production. Invariably, they changed the voice prompts to studio recorded voice prompts from professional artists after one month or so!
While in some cases use of TTS ( Text To Speech) is inevitable or a must ( like retrieving dynamic data from database and playing them out), but there is no reason to use TTS or TTS generated voice prompts fixed menus, numerals as well as fixed names!
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What IVR technologies or IVR applications would be hit in the year 2011 ? Here is a list of few IVR applications or IVR technologies that might see high usage as well wide acceptance among people!-
What IVR technology or Application will rule in year 2011 ?
1. IVVR ( Interactive Voice And Video Response)
With introduction of 3G technology in worlds most populous countries, India and China, IVVR should see wide application and deployment. I think, IVVR would be used in VAS ( Value Added Service) industry, customer care, virtual tour in hotel industry.
IVVR would also be used Tele-medicine in India as well as e-governance.
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We wish all our readers, web visitors, sponsors and associates a very happy new year 2011!
So, at the end of an eventful year 2010, we would like to list few articles here for some quick reading and reference :-
1. Top 5 reasons for opting hosted IVR solution
2. Types of IVR Development Tools
3. Few important finer details of IVR Software
4. Can outbound IVR replace predictive dialer ?
5. How to choose IVR Solution
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Apart from many benefits of IVR ( Interactive Voice Response) System for any business, call logs of IVR can be very beneficial. Normally, all IVR systems maintain a detailed call logs also known as CDR ( Call Data Record). In any modern and intelligent IVR, Activity Report is also expected to be maintained where every key-press, option choices made by the caller are maintained with time stamp as well as menu level.
These call logs are presented in human readable format and some IVR may even provide off-line simulation (playback) of the activities done by the caller! This kind of information and reporting of IVR calls can not only be used for improving usability of the IVR but also learning caller behaviour as well as lead capture and generation purposes for various businesses! Travel and Hospitality industry is such business where this kind of information can be converted to qualified business lead immediately.
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In the Dialogic HMP Program Part – I, I posted about installing and configuring HMP Software and testing it using freely available SoftPhone Software Kapanga. Once one completes that, one eliminates any doubt on the proper installation and configuration of the HMP software and safely start debugging his self written code.
Another important information is that, the code which is written for DNI boards using SS7 protocol ( for example SPCI4 and DNI240 board) using Global Call Protocol, would work as it is, except few steps like changing of the Device Name while opening it with gc_OpenEx() function. After changing these, the source code should work fine for VOIP calls!
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MLM ( Multi Level Marketing) can be defined as a marketing strategy where its sales force earns from their selling as well as from those sales generated by people whom they recruit to sell. So, essentially if a sales person creates many successful sales person under him, he generates enough revenue without himself involving in any direct sales! Amway is one of the most famous MLM companies in the world with many products which they sell through their members only.
MLM is also known as Networking Marketing as well as referral marketing, there are many MLM companies in India now a days.
IVR in Multi Level Marketing Companies
How to use IVR in MLM companies ?
Most of the MLM companies now use websites or webportal for managing their accounts, access account details online anytime. IVR ( Interactive Voice Response) system could be logical extension of daily operation of any MLM company where any current information can be to accessed by any telephone line from anywhere.
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Dialogic HMP ( Host Media Processing) does not require any introduction to the community of IVR developers. HMP is now part of Dialogic PowerMedia Product Family and is now known as Dialogic PowerMedia Host Media Processing Software (PowerMedia HMP). It has been one of the most used API for developing Dialogic Based large voice applications. One of the biggest advantage HMP is, one does not require any hardware to develop the voice application and to test by using SIP protocol.
We are assuming Dialogic HMP for Windows Operating System. Dialogic provides free license for few ports for development of voice or other Applications which can be used.
What you need to start developing your first IVR application using
Windows XP or Windows Server 2003 are good and stable operating system from Microsoft which works very well with Dialogic HMP. Once can download FREE HMP Software from Dialogic website. The link for downloading HMP software can be found here.
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