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 [...]
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 [...]
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! [...]
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 [...]
by Uttam Pegu on November 9, 2009
What is speech recognition or automatic speech recognition ? Automatic speech recognition can be defined as a process by which spoken words are converted to text. Many people may confuse with voice recognition as speech recognition. Voice recognition is recognising the speaker of the voice, while automatic speech recognition recognise the words spoken. While speech [...]
by Uttam Pegu on July 11, 2009
VUI ( Voice User Interface) is the call flow of IVR system. Usability of IVR is dependent on the VUI. So it is desirable that considerable amount of time be devoted in designing, testing and documenting VUI of IVR system before actually developing IVR system. Here are few simple VUI design guidelines of tips I [...]
by Uttam Pegu on April 8, 2009
Without doubt, interactive voice response (IVR) has become the ubiquitous technology in telecommunications applications. IVR solutions have a myriad of uses that are mostly taken for granted, however, the essence of an IVR system is its ability to offer ‘self-service’ for the user, thus it can help to reduce cost and improve the customer experience. [...]
by Uttam Pegu on August 30, 2008
The menus that IVRS can provide are either voice enabled or DTMF enabled. Now what does that mean? In a voice enabled IVRS, caller will have to choose his required menu option by speaking out a word or a phrase as if he is talking to a human! IVR is supposed to recognize his speech [...]
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