Interactive Voice Response System
Aftek's Interactive Voice Response (IVR) system helps to migrate from the traditional human-perplexed interactions to efficient and caller-friendly automated IVR communication.
However small or large, for any organization it is extremely cumbersome to answer all phone calls manually. Though some customer calls require human interaction, most of them have obvious and regular responses that can be answered in an automated manner. There arises a need to develop a system which enhances productivity and user experience while reducing cost of answering customer calls. The system should help the customer perform the desired tasks anytime and from any corner of the world. Your customers can access the required information just by dialing a number while you are away from office as well as after office hours.
Imagine having a telephone banking IVR that allows you to perform various transactions, including bill payments, account information, money transfer and so on.
Aftek provides an extremely smart and flexible solution to access information and perform important tasks using the phone keypad. It is a perfect package to build an interactive voice-menu suiting your needs in the language of your choice. It includes banking transaction, or operating home appliances, or knowing about obtaining the latest movie listings.
The solution seamlessly handles VOIP and PSTN calls. It works on all platforms including numerous embedded platforms like Intel's IXP42x family of network processors. The solution is also available on Windows platform in addition to Linux.
Key features and benefits
The solution has been developed in C language and is available on many platforms like Windows, Linux, ARM and so on. It can be optimized for a specific platform according to the customer needs.
The solution can be deployed with multilingual or single language support. Thus the user can choose the preferred language to navigate through the IVR menus.
- Grammar support for various languages
IVR solution makes use of an in-built grammar engine so that the system integrator can configure the grammar of voice prompts that are being played. The system integrator can trim the sentence to reduce the call duration or can extend it to make it sufficiently descriptive.
- Intelligent IVR menus
The IVR solution can change the position of various menus dynamically depending on the usage patterns of a particular user. This feature is highly useful for in saving time and cost. For example, in a banking IVR system, if the IVR application determines that a particular user accesses the account balance menu more frequently, the system can play "Check Account Balance" menu ahead of other menus for that user. This feature makes Aftek's IVR unique with self-learning capability and run-time optimization of menus.
The solution can be used to deploy any IVR system where the features can be broken down into series of simple menus. It gives the flexibility to customize even minute details.
For example, you can
- configure the menu to be played when special keys are pressed
- configure the messages to be played for success or failure of different actions