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Overwhelming Dissatisfaction with IVR : Consumer Study

by Uttam Pegu on June 28, 2011

Interactions Corporation announced results of a study on consumer perceptions of Interactive Voice Response (IVR) Systems on 23rd June 2011. Interactions Corporation commissioned Liel Leibovitz, New York University Assistant Professor of Communications, who conducted the study on consumer satisfaction on IVR. The consumer research was completed in two parts. In the first part, 408 respondents [...]

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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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Interactive Voice Response System for customer profiling

by Uttam Pegu on December 21, 2009

Customer profiling Customer profiling is gathering information about customer related to their behavior vis-a-vis a product of a particular brand or it may be a general behavioral pattern towards spending habit and characterizing them. Customer profiling help a business know their customers, find their valuable customers. Customer profiling is also a great way of targeted [...]

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Use of Text to Speech (TTS) in IVR System

by Uttam Pegu on July 27, 2009

What is TTS ( Text to Speech) ? TTS or Text To Speech is a process where text is converted to WAV file and played back. So it is a system or often called “engine” that converts text to voice. If some one types a sentence in a note pad, a TTS software would convert [...]

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THE BIG QUESTION? VOICE ENABLED MENU OR DTMF PRESSED MENU ?

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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