Alliance VoiceXchange is a top of the line technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. It allows customers to interact via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue.
The systems can respond with prerecorded or dynamic generated audio to further direct users on how to proceed, the applications allows to design a menu driven series of interaction and offers caller option to choose the relevant option. IVR systems deployed in the network are sized to handle large call volumes. VoiceXchange systems are typically intended to service high call volumes, reduce cost and improve the customer experience. The system has been deployed with Banks, Military, Call centers, and variety of different verticals.
There are companies which use IVR services to extend their business hours to 24 X 7 by having VoiceXchange to work during non-business hours. This voice automation platform allows callers' queries to be resolved without the need for queuing and incurring the cost of a live agent. If callers do not find the information they need or require further assistance, their calls are often transferred to a live agent. This makes for a more efficient system in which agents have more time to deal with complex interactions. The agents do not deal with basic inquiries that require yes/no responses or obtaining customer details.
Call centers use VoiceXchange platform to identify and segment callers. The system offers ability to identify customers and allows the services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback. The system may obtain caller line identification (CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information and password.
When an IVR system answers multiple phone numbers the use of DNIS ensures that the correct application and language is executed. A single large system can handle calls for thousands of applications, each with its own phone numbers and script. System also enables customer prioritization, Prioritization could also be based on the DNIS and call reason.
Smaller companies and start-ups can also use an IVR system to make their business appear larger than it is. For example, a caller never needs to know that their sales and support calls are routed to the same person.
In addition to interacting with customer information systems and databases, IVRs will also log call detail information into its own database for auditing, performance report, and future IVR system enhancements.
CTI allows a contact center or organization to gather information about the caller as a means of directing the inquiry to the appropriate agent. CTI can transfer relevant information about the individual customer and the IVR dialog from the IVR to the agent desktop using a screen-popup, making for a more effective and efficient service.
VoiceXchange platform(TM) VoiceXchange builds upon the latest continuous speech processing and standards compliant dialogic API a middleware which is available for vertical application creation using ‘C’ platform.
VoiceXchange platform is a complete GUI enabled platform for creating and deploying telephony applications. VoiceXchange provides a reliable, tested and transparent means for building customized vertical application using the Call Flow Generator - to meet the needs of different businesses.
VoiceXchange is a significant tool for reducing costs, eliminating lost calls and increasing customer service. VoiceXChange is a simple concept. It builds an integration path between telephone networks, computer networks and messaging systems that allows you to service your customers through a wide spectrum of devices.
VoiceXchange provides a high level interface for rapid application call flow creation and deployment. VoiceXChange is built to work with open components from Intel Dialogic. Organizations can utilize the investment in their existing databases, messaging systems and telephone systems. VoiceXchange provides standards compliant integration interfaces such as:
IMAP4, POP3, SMTP – for Mail system integration
ODBC – for database integration,
Inband signaling, CSTA compliant Link - for Phone system integration
SAPI – for Text to Speech and Speech recognition technology integration.
Professional services – Deployment , Integration with, PBX (or ISDN PRI lines)
VoiceXchange bundled with professional services provides organization to define, design, develop and deploy their CT applications in the shortest possible time.
Call Flow Generator on VoiceXchange
Call Flow Sections: - The proposed call flow would be designed using a graphical call flow generator making it simple and user friendly for the administrator to modify the call flow as and when required.
The Configurable ä Call Flow Generator helps the user in drawing call-flow for an IVR. The call-flow is then submitted to the back end engine (Interpreter), which would then interpret the raw data and use the information retrieved to run the call flow.
The system should be able to pick the call within three rings.
The user should have the flexibility to modify the call flow using an easy to use drag and drop call flow generator tool kit.
The user should also be able to create new flows using the drag and drop call flow generator tool kit.
It should be possible to integrate with databases to query and retrieve information during the call.
It should be possible to integrate with any third party application using dll plugins in the call flow generator.
There should be a GUI which displays the details of the channels live including status of the current calls.
It should be possible to do call transfers on the same line and by using call patching.