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VBVoice from Pronexus : Powerful IVR Toolkit

by Uttam Pegu on August 25, 2010

Recently, I have been able to test VBVoice 5.6.2 using Dialogic D300 springware board as well as HMP 3.0. Mr. Sean from Pronexus has been kind enough to configure and give us a presentation to quick start developing voice application. VBVoice is one of the most powerful IVR toolkit which is available in Microsoft .NET [...]

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IVR for Ticket Booking

by Uttam Pegu on August 3, 2010

Recently, I tried to book air line ticket using IVR from one of the leading private air line operators in India. The ticket booking process was not on IVR, only the payment part using credit card was on IVR actually. The process went like this: 1. I called up the IVR number. It gave me [...]

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Few important finer details of IVR Software

by Uttam Pegu on July 30, 2010

There are few parameters or features of IVR which are important and are common to almost any type of IVR application. These parameters play very important role in making the voice application more user friendly. These parameters are used at many stages in IVR software or in any call flow. I hope, knowing these would [...]

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Successful IVR System and Change in Call Flow

by Uttam Pegu on July 23, 2010

It may not be easy to define a successful IVR ( Interactive voice response) System. In single line, one IVR system could be termed successful when it has lowest abandon rate by both genuine new and old callers. When an IVR system is designed to perform some specific task for a caller, if the caller [...]

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Top 5 things people hate about IVR

by Uttam Pegu on March 9, 2010

Everyone involved in IVR industry may have heard reasons why normal users, customers ‘hate’ using IVR ( Interactive Voice Response) Systems. There are many reasons why people hate using IVR and how IVR could be made more user-friendly with good VUI design practices. I thought I would update top five things about IVR that people [...]

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IVR for Value Added Call Transfer

by Uttam Pegu on February 25, 2010

IVR (Interactive Voice Response) system can do many things and one of the most common task it performs is “Call Transfer”. Both inbound and outbound IVR may transfer the active call to some other telephone number or human agent once the IVR user chooses. Though in a call center environment, human agent may get information [...]

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IVR Menu System

by Uttam Pegu on February 2, 2010

Like any other computer software, IVR too work inputs of responses provided by the user. Though, a computer application software has widely used input devices like keyboard, mouse, voice, even hand movement, IVR applications have limited, only two types of inputs or responses. One is telephone keypad which has 12 keys and automatic speech recognition! [...]

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How to use IVR as E-com portal

by Uttam Pegu on November 16, 2009

I have posted one article how IVR can be used to generate revenue, mainly from caller paying to use the IVR services through a voice portal in collaboration with a telecom operator. No doubt, it is a lucrative Voice VAS(Value Added Service) for many M-VAS companies as well as telecom operators, but there are other [...]

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