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CRBT for Advertisement

by Uttam Pegu on July 22, 2009

CRBT (Caller Ring Back Tone) is a very popular IVR application used in Telecom Industry. It is known as “Hello Tunes”, “Caller Tunes” in India. CRBT is a fairly simple IVR system which has a smart call routing and a IVR application which plays one audio file, a music as per choice by the CRBT [...]

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Problems in Analog CTI boards

by Uttam Pegu on July 15, 2009

I think, analog CTI boards most problematic to configure other than simple incoming or inbound IVR Software. They are dependent on switch or PBX connected to them for many basic IVR functions, call operations. I am trying to list here the problems I had been facing while using analog CTI boards:- 1. Disconnect 2. Dial [...]

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Voice User Interface (VUI) Design Tips

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 [...]

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Smart IVR for Call Center – A Case Study

by Uttam Pegu on July 2, 2009

Recently, I commissioned a IVR Software in a call center in India. I have gone through a good learning process about not only Call Center, but also how IVR can be used smartly to serve customers better, solve customer problems at shortest possible time as well as minimizing call agent intervention! My client is a [...]

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Benefit of IVRS Call Flow

by Uttam Pegu on May 30, 2009

Recently I met a client who was in a hurry to get an IVR Software developed for his business. But while discussing specification of his IVR Software, he was very keen on documenting and finalising the IVRS call flow as he thought it will waste precious time and will delay the IVRS development, but I [...]

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What is VoiceXML ?

by Uttam Pegu on May 25, 2009

VoiceXML is the open standard markup language for all kind of voice applications. Does it include IVR ? Yes, it does. VoiceXML is the modern and latest way of writing IVR Software, develop voice portals and much more! “VoiceXML 1.0 was published by the VoiceXML Forum, a consortium of over 500 companies, in March 2000. [...]

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Aculab offers boards and HMP software for IVR systems

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. [...]

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List of IVR Companies Part -II

by Uttam Pegu on March 20, 2009

As expected, the first list of IVR companies left out many companies. Last few days, I have found few more companies and I thought I would list them here before I forget. One day I hope to build whole directory of IVRS Companies . Here it goes : 30. Prosodie Interactive Inc. 31. Canny Infotech [...]

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