IVR Interactive Voice Response
This section of our technical library presents information and documentation relating to IVR and interactive voice response software as well as automatic call answering solutions.
Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country.
Our PACER and Wizard IVR systems add another dimension to our call center phone system solutions. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either in-house service agents or transfers the caller to an outside extension.
Business Advantages of VoiceXML
By John Hibel
from Part 1)
Best of Breed
it's still possible to build proprietary systems within
the context of VoiceXML, open VoiceXML systems allow
for a clean separation between the application, the
platform and the speech engines. This offers considerable
advantage to the purchaser, who can choose the best
of breed at each layer instead of being tied to proprietary
combinations of applications, platform and speech engine.
example, VoiceXML platforms that support multiple speech
engines give the purchaser the advantage of being able
to select the speech engine (or combination of engines)
that has the best economic or technical advantage. Instead
of having to buy the speech engine integrated to a proprietary
platform, purchasers can obtain separate bids for platforms
and speech engines.
Figure 3: Closed/Proprietary Approach vs. Open/VoiceXML Approach
purchasers can realize significant advantages by selecting
best-of-breed applications that execute on open VoiceXML
platforms. Instead of being limited to only those applications
written for proprietary systems, the entire set of applications
written by the VoiceXML development community can be
flexibility can be important to end-users as well. Consider
a voice portal application in which callers can customize
their own content selections. In a proprietary voice
portal application, the caller's selections would be
limited to only the application and content providers
the voice portal provider has integrated to its proprietary
system. If the caller's preferred bank is not included
among the integrated applications, then the caller is
out of luck.
the world of open VoiceXML, callers could potentially
select any VoiceXML application or content to personalize
a voice portal, with a degree of freedom similar to
an end user book marking a page on the Web today.. In
such a case, the caller could link to any bank with
a VoiceXML application by directing the voice portal
to the correct URL. This degree of personalization can
be a competitive advantage today, and will likely be
a minimum requirement in the future.
Products Are Available Today
over a year ago, VoiceXML offered the promise of a better
way to deploy speech-enabled telephony services by leveraging
upon the Internet infrastructure. Today that promise
is being realized in the form of commercially available
products. VoiceXML platforms from at least eight vendors
are now available for purchase or hosting services.
At least five major VoiceXML application developer nodes
have been operational for many months. And with the
backing of industry groups such as the VoiceXML Forum,
a vibrant VoiceXML developer community and a steady
stream of innovative applications are just the beginning.
offers significant advantages over proprietary voice
web or proprietary IVR systems. Now that VoiceXML products
are commercially available, the time has come to shift
investment from proprietary systems to open VoiceXML
systems in order to enjoy the flexibility and cost savings
that VoiceXML can provide.
Wizard Simplifies Development
DSC provides IVR software including our IVR wizard development tool for creating interactive voice response applications.
Our IVR software lets you increase IVR development productivity by providing a visual development environment. IVR applications can be defined in minutes using this sophisticated, yet easy to use development tool.
DSC also has available a comprehensive IVR software library known as our IVR Wizard Software Development Kit. This optional package is available for programmers and systems adminstrators who wish to manage IVR programs fromLinux IVR, Unix, or Windows IVR operating environments.
Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix or Web applications through our phone software.
The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.