Interactive voice response system evelopment

Abstract

Interactive Voice Response System (IVRS) is a automation tool that generates automated voice to address the queries raised by human through interactive voice response (speech recognition) and dual tone multi frequency (DTMF) tones input provided via keypad. This IVRS assistance plays a major role in improving the interactive experience of customers and can handle repetitive addressing of wide range of customers in a public service providing environment. Proper access to right information at appropriate time can solve the issues spawned to different customer situations. This system provides dynamic information to the customers and route them to the appropriate servicing section based on the text input options.This IVR system is an efficient and cost effective solution for establishing a personalized customer experience providing magnificent growth in the productivity of a company.It blends the inbound calls with outbound IVR integrating the self-service applications with agent assisted process and can increase the actual talk-time with customers. This work has been concentrated towards IVR application for one of the tenants. Special effort has been made to develop and test advanced outbound features successfully.