Our company has gathered unique competences and experience in the development and deployment of IVR voice applications. Automated service  is designed in a way which guarantees its intuitive operation and user-friendly interface to encourage the customers to use it. We apply  TTS (Text To Speech) and ASR (Automatic Speech Recognition) technologies, through which our services are more user-friendly and enable the customers to get to the desired information  quickly.

Advantages of deployment of alfa IVR system

• Fast service for the large number of customers
• Comfortable and functionally advanced interface for creating IVR applications
• Possibility to logon and monitor events from the system operation
• Flexible usage of IVR system resources
• Reduction of service costs
• More efficient usage of the existing human and system resources
• IVR module is integrated with call center platform
• Possibility to present data from the system of the Client – e.g. information about account balance from the billing system,
• Perfect scalability of the platform realized through adding hardware and licence resources and additional servers - redundancy element for large, multiline systems
• Easy and fast implementation.
• ByPass – element of redundancy for vast multi-trunk systems

Functionality of the extended IVR application

• Recognition of the customer on the basis of  ANI, the number of chosen service – DNIS, carrying out verification on the basis of ID and PIN codes
• Providing technical, commercial and marketing information stored in the form of the recorded prompts or, with use of Text To Speech system
• Presentation of data available from the external systems (billing systems, CRM, TroubleTicketing, etc.)
• Providing personalized information - e.g. concerning payments, debts, etc.
• Providing current information about emergencies and problems contingent upon the company’s business profile
• Interaction with customer
• Processing data left by the customers
• Voice mail
• Transferring calls to agents or other automated systems
• Integration with external systems.

The most important parameters of alfa IVR system

• Application operating in MS Windows environment as process or service
• System developer in C++ and .NET (script editor) technologies
• Open architecture
• Easy configuration
• User-friendly graphic editor for development and modification of IVR application available to the users
• Possibility to define individual functional blocks
• Support for streaming – necessary to apply TTS (Text To Speech) and ASR (Automatic Speech Recognition) technologies,
• User interface available in Polish
• Built-in functions of Voice Mail and E-mail
• Communication with external solutions / servers through socket or Web services
• Cooperation with telephone exchanges based on E1(PRA) digital trunks, analogue lines as well as  VoIP / SIP technology
• Cooperation with PBXs / CTI link via TAPI and CSTA
• Scalability – up to 600 trunks on one server
• Support for telecommunications boards of various manufacturers
• Supported signalling protocols for trunksE1: CAS, QSIG, DSS1
• Built-in reporting system for particular IVR elements.