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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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Predictive Dialer and outbound IVR

by Uttam Pegu on July 4, 2009

Predictive dialer can be termed as smart auto-dialer.  Auto dialer dial out telephone number and handover or transfer the call to human agent in a call center.  Once the dialed number answers, the call agent or telemarketer starts speaking as per the outbound call center function. Now there can be many situations where the process [...]

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List of RAD Tools for Developing IVR Software

by Uttam Pegu on June 27, 2009

I have been thinking to prepare a list of RAD(Rapid Application Development) tools for developing IVR software or voice applications for long time. I have found 8 RAD tools ( including one free tool) for developing IVR Application so far and I think there may be more as I am quite sure, many IVR RAD [...]

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Legacy IVR or VoiceXML based IVRS

by Uttam Pegu on June 13, 2009

Whats is legacy IVRS and what is VoiceXML based IVR System ? Legacy IVRS Legacy IVRS can be defined as the IVR Software installed on a personal computer and is developed using available native CTI Card APIs. The IVR software is developed for one CTI brand and model and the IVR Software may not work [...]

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IVR (Interactive Voice Response) Market to Grow to $2.7 Billion by 2011

by Uttam Pegu on June 10, 2009

The recession has pushed up sales for IVR Software! Many companies have been adopting both hosted/managed IVR solutions, as per latest DMG Consulting LLC, the leading provider of contact center and real-time analytics research, market analysis, business strategy, operations, and technology consulting services which has published a recent report on IVR market trends. According to [...]

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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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Step By Step instructions to write your first IVR Application – II

by Uttam Pegu on May 14, 2009

In my previous post about Step By Step instructions to write your first IVR Application , I wrote about installing the Dialogic D4 PCI card on PCI slot and then installing Dialogic System Release on a Windows XP machine. In this part, I intend to provide the C++ code to initialise the card, make it [...]

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