In the last post, I had posted about Call Back services ( both automated and manual). While both Automated Call Back as well as Manual Call back services have different usage, I would like to post how one can implement this kind of service using any CTI board. While Analog CTI boards can also be used to implement automated call back services, I recommend everyone to use a digital CTI board. Mainly because of various problems of detecting Caller ID using a Analog CTI boards!

The easiest way to implement automated Call Back service is to use both incoming IVR as well as outgoing IVR. Incoming IVR will ‘sense’ the incoming call, then retrieve the Caller ID and disconnect it. While outbound IVR will read the Caller ID and dial out!

So this is the simple procedure of operating principle of automated call back service!

Detailed Systems:-

Here are suggested hardware:-
1. 30 Port Digital CTI board ( Dialogic D300, Donjin DN300 or Synway SHD 1 E1 Digital Multimedia Board or similar board from CTI manufacturers).
2. One Server Class PC. It should normally be tower type so that it can house the CTI board.
3. One Database Server, a separate server class PC or one may decide to install Database Server in the #2 Machine itself.
4. PRI Connection from a Telecom operator like Airtel, Reliance etc. ( in India).
5. Optional internet connectivity with global IP. This is required if one intends to accept call back requests from websites!

And then the Automated Call Back Application!

Here is the theory of operation :-

1. Two processes will run concurrently, one to detect and process any incoming call and the other to make pending outgoing calls ( outbound IVR)!

2. As soon as the Automated Call Back ( ACB ) Application sense an incoming call, it will detect the Caller ID and store them in a “Spooler” Table in the database with time stamp ( or any other related information) with a reset flag. After that, it will disconnect the call.

3. Outbound IVR process will keep checking the “Spooler Table” ( periodically, say every second) for any entry with reset flag. If it gets any, it reads that entry and makes the outgoing call and set the flag.

4. In order to accept call back request from websites, web visitor will submit a form with phone number, which will be stored in the same “Spooler Table” as in #2 above so that Outbound IVR can dial out and complete the call back service!

5. Once the call is connected, outbound IVR can either transfer the call to a human agent or implement any IVR call flow!

Few enhancements:-
1. If the incoming call is disconnected just after getting the caller ID, and then if the number is dialed back within 2/3 seconds, this could be almost thought as “Toll Free Number” as the caller does not get charged! More intelligence could be implemented like first time callers will get to hear a message that his call would be disconnected and would get an incoming call!

2. SMS could be integrated with Call Back services informing the caller with expected time of call back if its a mobile number.

Many industries need call back services. Hospitality industries, Insurance, Retail Marketing are few industries which require call back services. This service can also be provided as a hosted service.

We wish a very Happy New Year 2012 to all our readers, advertisers and well wishers! Hope this coming new year 2012 would be year of great achievements, prosperity and happiness! Also, let us hope year 2012 sees end of terrorism, domestic violence and child labour!

With 2012, this blog would complete eventful four years! Before the end of year 2011, IVR World blog, we would like to list few article of this year :

1. Smart use of IVR based Missed Call : Phone verification

2. Will Click to Call service replace Predictive Dialer ?

3. IVVR For tourism Industry

4. When a machine treats a person humanly: IVR for payment reminder

5. Interesting Hosted IVR: Virtual Receptionist

6. IVR Benefit: Updated information all the time

One of the major advantages of CTI Applications is availability of huge computation power of computer along with telecom functions. Many telephone systems like PBX or answering machines can also have some computational power using which some call routing or other smart features can be implemented. But they can not perform highly complicated logical decision which is easily possible by a CTI applications.

One such small but widely used in some specific areas function of any telephone system is Call Screening! Call screening can be defined as filtering of incoming or outgoing call based on the caller ID or dialed number.

In incoming scenario, CLI ( Caller Line Identification) can be used to either allow incoming call or block it. Apart from CLI, DNI ( Dialed Number Identification) can also be used to allow of block calls. This is very useful in PRI connectivity in India where one PRI is normally provided with 100 different numbers along with one vanity number, known as “pilot number”. This kind of DNI based call screening could be used for many purposes!

In outgoing call screening scenario, the call could be allowed using either dialed number or dialing extension or both. Very often, in a office with PBX systems, few extensions are provided with direct dial facility to dial out. This kind of system exists in hotels too where some rooms can make international calls while others not. Similar restrictions are used by telecom service providers too where some numbers do not have international calling facility!

All these are instances of “call screening” of various types. Almost all call screening facility described above can be implemented in a PBX. But CTI based call screening have advantages:-

1. It is not easy to edit or change the “call screening” condition while using PBX features.

2. Only trained PBX personal can program or make changes in “call screening” logic. Also they can only add new numbers or extensions.

3. CTI based “Call Screening” systems have simple GUI based options to edit, change in call screening logic which can be understood and operated by any one who knows how to use computer mouse and read English.

4. Complex logic or even dynamically changing parameters ( like time of the day) can be used for call blocking/unblocking function.

5. Large list of phone numbers can be used for checking call blocking/unblocking conditions. Present day NDNC ( National Do Not Call) registry is nothing but such a list.

CTI based Call Screening system can also be used to routing of calls intelligently. It can also store all records of any blocked or unblocked calls and present them in refined ways. It is easy to share such call reports and convert to different formats like Excel Sheet which is understood by all.

CTI based “Call Screening” could be used in jails too where inmates would be allowed to receive calls from specified number at specified time only. Similarly, inmate would be able to make calls to specified number once in a month. All these would happen automatically, without any human intervention with proper call report.

So, if you require any type of “call screening” system for your office, hotel or hostel, it is time to implement a CTI based call screening system!

Recently I have traveled North and Eastern part India and met many people who are either using IVR systems or are dealing with call centres. While interacting with them, one thing I realised that, people are now warming up to the concept of hosted IVR in India. Most interesting part is, even bigger companies are now a days receptive to the idea of hosted IVR, which few years ago was a complete no, no.

I think, there are two major factors which have helped people warming up to the hosted IVR services :-

1. Reliable Internet connectivity
2. Cost Benefit : Pay as per usage model

1. Reliable Internet Connectivity
In the last few years, quality of internet connectivity has gone up manifold and downtime is no longer frequent unlike few years ago in India. Reliable and dedicated internet connectivity was also costly and not available easily, specially outskirts of cities, where industries tend to exist!

This kind of internet connectivity has helped integration information available at the premises of an organization with of IVR system hosted some where else using internet connectivity. One can say, “IVR in cloud” is now possible, works reliably thanks to good internet connectivity.

2. Cost Benefit : Pay as per usage model
I think, I would give credit to hosted IVR providers in India, who have been able to convince IVR users about the cost benefit of using hosted IVR over on-premise IVR. It is not only about initial investment in hardware and software, but also keeping updated with latest CTI hardware and IVR tools.
Most of the people I have interacted with, have had clear idea about how hosted IVR can reduce initial investment an reduce time to live with IVR. Many of them were also happy with accessing IVR logs online by just visiting a website and logging in.

Apart from above two major factors, I think many business houses become focused on their core competence while outsourcing business processes to professionals. Many people were more comfortable with one time capital expenditure than recurring operational expenditures. But, in IVR, there is always an fixed or variable operational expenditure in the form of telephone rental and outbound call cost. So, many have started opting for just operational expense without any major capital expense and hosted IVR just fits in between.

Most probably, with slowing of economy world wide, even bigger companies might be finding it easier to go with “pay per usage” hosted IVR system to server their customers.

I would be happy to know feedback from others how they feel about hosted IVR in India.

Siri, the new IPhone 4S feature has created quite a buzz around the globe among smart phone users! Actually, this new feature can be thought as a natural progress in mobile phone industry, from keyboard input, touch input, audio or video file stored from a host, and now a voice input to get things done by the phone! For example, using Siri, one can get few things done like :-

How Siri in IPhone will Help IVR

1. Call 911 ( or 100 in India) for police emergency!
2. Send text message by speaking.
and many more including searching restaurant nearby for you when you are hungry!

So, how does it affect IVR industry ?

I am very happy with this development of introduction of “Siri type application” in Apple SmartPhone! Recently, SmartPhones have been doing things which were also done by IVR with a phone call ( retrieve information quickly).

How Siri will help IVR ?

I hope, Siri will introduce concept of “Audio Menu” in masses and people will be receptive to the idea of listening to audio menus to learn things and perform task. Having to listen to audio menu has been one of the most hated thing about IVR. Siri type application help people realise its importance and usefulness in getting things done!

Many people have complained ( ridiculed) about having to speak to machines! Siri application in iconic Apple IPhone does the same, it gets a person to speak to his phone, except that the phone is not connected! So, with wide acceptance of Siri, people will stop ridiculing about having to speak to machine using IVR. I hope this will help in speaker recognition, IVR Payment gateway etc.

Finally, more people would be now involved in developing and training voice recognition engines and hope it will become more accurate in noisy environments. Also speaker recognition in IVR would be more used in verifying identities of callers.

So, I am hoping with introduction of Siri in Apple IPhone, Android Based Phones will also have some really smart Applications for accepting voice input!

There are many benefits of using IVR (Interactive Voice Response) System in automating information distribution, but there is one benefit which I would like to discuss here.

There are many business activities where information keep changing and it is imperative to keep the updated information available to any customer, or caller. Some examples are :-

IVR Benefit : Updated Information always

1. Current trading price of a stock price of a company,
2. Current bill of consumer like mobile phone or electricity
3. Confirmation of payment made in Credit Card
4. Online tracking of courier dispatch
Many more!

IVR system can perform faster, better than human agent in such scenario where data update rate is quite high and accurate information is ‘perishable item’ as in vegetable. In a traditional system where there is no IVR, this updated information would be searched by human agent using a computer and then inform the caller.

Most of the time, the human agent may not be willing to search for the price of the same stock market again and again, and may inform the old price which may result in direct financial loss to the caller. An IVR would always retrieve the latest price automatically and provide the latest information.

Normally, only those people call up to an IVR for any information who actually need it. It is impossible to know who need the information at a given time, so, it is not desirable to send out information to all registered users anytime some changes take place in a stock price. IVR can always fetch the updated information for the caller anytime. Any unwanted information is a spam and this has resulted in NDNC ( National Do Not Call ) registry in any countries where ‘tele-caller’ companies are fined heavily if they make calls to NDNC registered phone numbers.

Since IVR application will always connect to a centralised database for retrieving the latest information, we have one more ‘check’ how IVR is being used by callers. If the IVR is retrieving the data, we can be sure that the caller had successfullt navigated to the menu where s/he gets the information. This can work as a measure of success of the IVR.

So, if you are a service providers where you need to provide updated information to your customers, IVR system is very useful to automate such calls/enquiries. IVR Application will automatically retrive from your updated data while providing information to caller eliminating your worry ‘how to provide customers with updated information’.

I keep getting direct questions which broadly translates into one single question, “What IVR tool/Software should I use for my IVR requirement ?”

Over period of last three years, I can classify, three types of people ask me such questions, they are :-

1. Representatives of companies who is looking for IVR systems and they also have an IT department.
2. Fresh Engineers who want to form a start-up company in voice applications
3. Students looking for projects while completing their course

While I always try to use encourage students to go for using APIs available in C++ with the CTI hardware, it is really difficult to suggest about IVR tools or IVR solution for type #1 and #2 above!

As for students, I feel it would do them good if they learn about those C++ APIs in order to understand the telecom protocols too!

I find it difficult to suggest an IVR solution for the type #1. Here are my few points #1 should consider while choosing an IVR solution:-

1. Do they have at least one qualified telecom engineer as well as one software developer available full time to develop IVR solutions, if not, on should seriously consider hosted IVR solutions with pay-per-usage option. It will really help them remain happy if they can get the right IVR hosting provider. Also this would be cheapest option without having to worry about CTI boards, Telecom lines etc.

2. If they have manpower available, choosing the right tool may not be difficult! Most of the proprietary IVR tools like VBVoice, OsiDial etc. normally support Dialogic CTI Hardware, while open source Asterisk, FreeSwitch support low cost CTI hardware like Sangoma, Digium. ExtendIVR is one such tool which supports almost all CTI hardware available in the market!

But even if one can decide on the IVR tools to be used, the worry of investment in CTI board and telecom connection will still be there!

3. If the IVR requirement is very specific which requires lot of integration with existing customised software, one does not have much choice then going for a custom developed IVR solutions from an IVR company. It might be costly affair though.

So, according to me, these three are the thumb rule to decide on a IVR solution for type #1 above.

I think, it is most difficult to give any suggestion for the type #2. I still do not know what to suggest for them. Still, I think here are few guidelines:-

1. VXML is getting standardized and getting popular now a days. So any tool which ca support VXML may help building an IVR solutions which will be more popular in coming days. But the competing IVR tools which uses traditional development tools like C#, VB have advantages of readily available manpower and minimum training period.

2. If one is considering providing hosted IVR service, then consider about investments in CTI hardware as well as its support. If this is a constraint or plays a major rule in decision making, one will have to choose an IVR tool suitable for such CTI boards only. For example, if one goes for low cost Sangoma boards, it is best to go with Asterisk in Linux.

3. It is normally assumed that the budding entrepreneur would be a good programmer too, but this is not not necessary! Still, I would say the third guideline to decide on would be programming skill as well as knowledge on telecom domain.

This is my personal observation and I would welcome any suggestion from experts in IVR.

Among the many applications available with IVR Hosting providers, which could be leveraged by any start-up companies or smaller companies, Virtual Receptionist is one of the most useful whose benefit is measurable and very evident.

While many traditional PBX systems too offer facility of virtual receptionist, concept of virtual receptionist is nothing new in telecom domain, when a ‘Virtual Receptionist’ is implemented using IVR system at the background integrated with SMS (Short Messaging Service), E-mail, Call Whisper etc. apart from intelligent call routing, the whole concept becomes very interesting an useful!

So, how IVR based hosted Virtual Receptionist is different from traditonal virtual receptionist available in PBX systems ?

First of all, choosing an hosted IVR has its own advantages like very small or no initial investment in hardware as well as time to set up the system! PBX based virtual receptionist has limitations in terms of configuring complex and intelligent routing, integration with third party business logic etc.

Being majorly software driven, hosted IVR based virtual receptionist can have any type of computation capability, easy integration with third party systems like SMS, CRM etc.

Few smart features which makes IVR based Hosted Virtual Receptionist interesting and a must have for many companies :-

1. Hosted virtual Receptionist would work 24 hours a day, play different greetings at different time. It can even use multiple languages depending on the caller ID. For example, it will greet ‘Good Morning’ in morning, ‘Good Afternoon’ in the afternoon. If it detects caller ID from Spain, it can greet in Spanish, like “Buenos días, bienvenidos a nuestra empresa” ( Good Morning, welcome to our company ) even if your company is in China!

2. Virtual receptionist can send you immediate alert for any incoming call either by SMS or E-email. This SMS or Email can information like Caller ID, time of call. And if the caller has recorded a voice mail, the recorded audio file can also be attached in the email as WAV file. WAV file can be played back on BlackBerry, IPhone or Android phones. So, one never has to miss any important update!

3. Call whisper is one important feature where hosted virtual receptionist can speak out the caller ID and ask for an key press option either to receive the call or transfer to someone else or to voice mail! This kind of call screening is specially useful for calls from irritating tele-callers or banks asking for loan returns. (Ok, the later part was a joke.)

4. Hosted IVR service providers would have record of each and every call, their status ( either forwarded, voice mail, or out office hour, holidays etc.). This is very useful for marketing and sales lead generation point of view as it provides real time, online report using which one can measure lead captures, converted etc.

Few practical and pressing reason why you should opt for hosted Virtual Receptionist ?

If you are small company and have to travel out of office during office hour or out-station, hosted virtual receptionist is the service for you!

Hosted virtual receptionist provider like Niche Tech Services Private Limited can provide you with 10 digit mobile number owned by you! So even if you change IVR service provider, the number remains with you!

With online and accurate MIS, accessible from net anywhere, your office people can no longer avoid or lie about any inquiries on phones to the office! One can fix responsibility if any one does not attend a call during office hour!

So, with hosted virtual receptionist, you no longer need to be afraid of high initial and recurring investment to have your own smart receptionist!

Now a days, very often one gets to hear the term ‘Cloud Telephony’, but what exactly is this ‘Cloud Telephony’ and why is it relevant or important in the field of IVR ?

What is Cloud Telephony ?

In IVR, point of view, in a single sentence, Hosted IVR or IVR Hosting service where user can design, deploy their own IVR or Telephony Applications themselves is Cloud Telephony! Most probably, It has got its name to sound similar with ‘Cloud Computing’ and to bridge the gap between specialised telephony application developer with general computer/web application developer! And at the end, ‘Cloud Telephony’ does exactly that, it empowers any computer application developer to add Telephony functionality to their software applications!

Cloud Telephony means, you do not have to deal with telephony jargons, knowledge of how telephone works as long as you know what you want your telephone to do! And most of the time, it is pretty simple for everyone to understand, make/receive(pick up) a telephone call, hang up or disconnect the call, play an audio file, transfer the call, conference the call! With Cloud Telephony, these kind of telephony functions can be added to any computer application!

Cloud Telephony offers many advantages

Cloud Telephony offers many advantages over traditional on-premise telephony applications. Traditional on-premise telephony applications typically consisted of PBX, IVR and lot of wires through MDF ( Main Distribution Frame)! IVR application is the only visible computer application which provides software like function and computational capabilities! IVR could pick up an incoming call, play a greeting, ask to dial extension number, transfer the call, if the transferred number did not pick up the call, ask the caller to record voice mail!

All these kind of telephony functions ( and much more!) are now available which can be integrated with any computer applications without knowing about telecom technology or worry about telecom infrastructure like PBX/IVR!

Typically, in a cloud telephony, few hundred lines of coding is enough to provide above functions. One can just subscribe to Cloud Telephony service provider with monthly subscription fee, or actual usage basis, use their API in his own applications! With standardization of VXML, a user can become truly independent of coud telephony vendor or hosted IVR provider!

IVR and Cloud Telephony

I would actually wish to view Cloud Telephony as IVR 2.0 which have graduated from specific telecom domain to web domain like any other computer applications! Cloud Telephony or bringing IVR to the web world, has given a new and fresh lease of life to the aging world of IVR!

With cloud telephony, one can hope to find any interesting and innovative telephony application to appear, solving real world problems and serving diverse population!

Tropo, Twilio and India’s own Kookoo are few of the could telephony providers where one can play around with their applications by adding telephony functions!

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 completed an 11-question survey about general attitudes towards IVRs and other service options. In the second part, an additional 21 respondents were interviewed in person and in depth to provide greater insight regarding these customer service options.

“The study concluded that there is continued overwhelming dissatisfaction with Interactive Voice Response Systems, despite the increased investment in, and recent growth of, the IVR industry. Consumers still view them as difficult to use and less desirable than any other service option.

According to consumers, a key shortcoming of IVR systems is that they are difficult to use. On an ease-of-use scale, IVR systems scored lower than any of the other service options and was the only option perceived as difficult to use. In addition, IVR was the least preferred service option with only 15% of consumers choosing IVR as their preferred option. ” Press Release by Interactions, Inc

So, according to the study, they main shortcoming in any IVR system is, it is difficult to use! So, in order to make IVR easier to use by callers, one has to make the IVR very, very simple!

Over the years, I have seen that majority of the IVR systems uses one number to call and then it tries to solve multiple problems, offer multiple services or tries to do multiple tasks. This result in lengthy and boring menus or instructions!

So, the solutions for making IVR very easy to use for callers may be using “One Phone Number One Task IVR” policy! In this policy, an IVR would provide only one service. For example, in a mobile service provider, 1110 will provide prepaid balance of the caller, 1111 will lodge a complaint of the caller for X reason, 1112 will lodge a complaint of the caller for Y reason etc.

Now this will require the IVR user to remember many numbers for his services required! So he can either remember IVR numbers for corresponding services or he may choose to listen to menus!

So, I think the complaint of IVR being difficult to use will keep coming and IVR service providers will have to continuously monitor call abandon and keep trying to make it easier for callers to use!