IVR Technology

Interactive voice response (IVR) systems connect speech, the most natural means of human interaction, with complex IVR technology. As a specialist for voice self services Telenet uses innovative IVR solutions to supply its customers with easy-to-use interactive voice response applications. Long-standing partnerships with the leading suppliers of IVR systems are the cornerstone of the high standard of Telenet’s solutions.

IVR systems provide the basic software which allows the use of voice self services. In contrast to assisted services, which require the active involvement of a call center agent, IVR systems will pre-qualify the caller. This can be used to relieve the agent or to create a fully automated voice application. At the same time, they form the basis for call-center independent value added services such as ring tone downloads, location-based services, lotteries or contests.

The IVR software is installed on a platform and enhanced with modules such as TTS, ASR or CTI. Standards such as VoiceXML and MRCP provide the offer independence and facilitate the integration of individual modules.

Telenet works with two different IVR systems which offer different advantages depending on the requirements:

• Genesys Voice Platform (GVP)
  The Genesys Voice Platform’s particular strong point is its open, scalable architecture and its smooth integration into Genesys Framework.
• Telenet MultiVoice
  Telenet MultiVoice is our own voice platform product. It allows the flexible implementation of applications with customer-specific requirements.
  

VoiceObjects 7
As a distributor of VoiceObjects, Telenet offers the leading phone application server, which is suitable for managing the entire lifecycle of voice applications on both platforms.

A complex IVR solution is comprised of these main modules and functions:

• Tone studio and voice recording
• Speech recognition
• Text-to-speech (TTS)
• Speaker verification
• VoiceXML
• CTI integration
• Voice mailbox
• Fax
• Graphical user interface

Telenet provides all services required for the development of turnkey IVR solutions such as pre-sales consultancy, the development of voice dialogues, the set-up of the system and the integration of the solution into the existing telephony or IT environment at a fixed price.

We would be pleased to inform you on the potential of IVR technology for your own customer service. You can choose between purchasing and hosting the required application. Hosting is the ideal solution for temporary services or for companies who wish to focus on their core competences instead of operating a call center.