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interactive voice response (IVR)
Introduction
Interactive voice response server IVR32 offers your clients
to retrieve information over telephone 24 hours a day without the involvement of your
employees. Your IVR32 server stores all voice greetings that are shaped appropriately to
voice menus. Menus offer different options: listening to prerecorded information or a
transfer to live person that best suits the information requested. VMS32 is able to
synthesize voice greetings that match the data stored in the company databases and company
hosts. It can also synthesize numbers (account balance, stock, exchange ratios) and dates
etc.
Bank Example: information regarding exchange rates
A caller dials the bank's exchange rate information service
number.
IVR32: "You have called the bank's
exchange rate information service. For exchange rate information regarding German
Mark press 1, for American dollar press 2, for Italian lira press 3, French Franc
press 4,..."
Caller: "2"
IVR32: "Exchange rates for American
dollar are as follows: when buying 222,50; when selling 224,70. Thank you for your
call."
Benefits:
- In a traditional solution the bank clerk should rerecord all
the exchange rates for all currencies each day. In a contemporary solution this is not
needed any more.
- Bank clerk simply puts the exchange rates in over the
computer's keyboard. In just a moment new voice greetings are synthesized.
- It is not necessary for the callers to listen to all the
currencies exchange rates if he or she is interested in only one. A caller simply selects
the currency in an entry menu by pressing a corresponding digit.
Library Example: book prolongation and reservation
information
IVR32: "You have called the library
information and prolongation system. For information on how to use the system press 1, for
prolongation press 2, for availability of books you have reserved press 3".
Caller: "2"
IVR32: "Please, enter
your membership card number and press #."
caller: "21649#"
IVR32: "Please, enter
your password and press #."
caller: "2311#"
IVR: "Your books have
been prolonged. New return date is 23th. December. Thank you for your call."
Benefits:
- Members are able to prolong books outside library working
hours.
- Members don't need to wait for a free librarian.
- Also the members that are not connected to internet can
prolong the books now.
- Librarians can focus on a more satisfying work.
 
Traffic example: Bus departure schedule
A passenger calls the bus station service number. IVR32
receives a call with a welcome greeting "If you wish to use IVR system press 1, or
press 9 for the operator. If the passenger presses 9, he or she is immediately transferred
to the group of operators. If the passenger presses 1, destination bus stop is required.
When passenger enters "B, E, R, L, I, N", the departure schedule for this
direction is conveyed. Bus departure schedules are changed daily, but there are no
problems because IVR32 is directly connected to the buss station database.
Benefits:
- Information is available 24 hours a day, 7 days a week, 52
weeks a year.
- After purchase IVR32 bears no additional costs and that
gives a very affordable overall life-time cycle cost.
Other applications:
- school or university information system,
- ministries,
- public relations,
- benefits line,
- last minute saving,
- reservations,
- free employment positions,
- stock level,
- sports results line,
- snow report,
- telephony banking,
- service locators,
- recording systems,
- etc.
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