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Interactive Voice Response (IVR) |
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Interactive Voice Response, or IVR, automates the interaction (retrieval and input of data) with databases and web services, typically through the use of telephone keypad inputs (touch-tone/DTMF). However, automated speech recognition (ASR) is quickly replacing the traditional telephone keypad inputs, as a more convenient and safer method, especially for mobile (wireless) applications. Once engaged, IVR systems then respond with prerecorded or dynamically generated audio (text-to-speech/TTS) to further direct users on how to proceed.
The APEX IVR System, based on the APEX Service Delivery Platform (SDP), is a mature, field-proven, and future-proof IVR system that delivers immediate returns. With its integrated OmniVox3D Application Server and OmniView Service Creation Environment, the APEX IVR enables for rapid application design, development and delivery, and is ideal for any size installation, from the Network Operator to the small Enterprise. With its versatile, open architecture design, the APEX IVR supports multiple networks (3G, SIP/IMS, TDM/SS7, converged), as well as various interfaces and complementary technologies, such as automated speech recognition (ASR), text-to-speech (TTS) and fax. The APEX IVR can also access one or more resident database during the call, with more sophisticated applications accessing data on the Web, through Web Services.
Regardless of the type of telephony application, most require some type of IVR functionality during the call. For example, the APEX Prepaid System uses IVR to request for a PIN and the destination number; the APEX Messaging Systems uses IVR to request for a voice mailbox extension or a fax number; or the APEX Conferencing System uses IVR to request for a conference ID and password. In each one of these, and other similar instances, the APEX IVR is at the core of the application automating the retrieval and input of data. The fact that IVR is so ubiquitous in almost all telephony applications is a key reason why the APEX IVR is at the foundation of thousands of applications, answering hundreds of millions of calls in 95 countries, at over 15,000 installations, including Network Operators, Value Added Service Providers, Contact Centers, and Enterprises.
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