BC Project on ivr system

7/27/2019 BC Project on ivr system

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Business Communication

PRESENTATION ON: INTERACTIVE VOICE RESPONSE


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Group Members

Name Roll No

Surbhi 01

Aquib 02Rathin 03

Bhavin Bhanushali 04

Ankita Bhonsle 05

Harwin Chris 06


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Interactive Voice Response

Interactive voice response (IVR) is a technology that allows a computer tinteract with humans through the use of voice and DTMF tones input vikeypad

IVR allows customers to interact with a companys host system via a telephonkeypad or by speech recognition, after which they can service their owinquiries by following the IVR dialogue. IVR systems can respond with pre

recorded or dynamically generated audio to further direct users on how tproceed. IVR applications can be used to control almost any function wherthe interface can be broken down into a series of simple interactions. IVsystems deployed in the network are sized to handle large call volumes.

IVR technology is also being introduced into automobile systems for hands-freoperation. Current deployment in automobiles revolves around satellitnavigation, audio and mobile phone systems.
http://en.wikipedia.org/wiki/Dual-tone_multi-frequency_signalinghttp://en.wikipedia.org/wiki/Dual-tone_multi-frequency_signaling


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What Do DTMF Tone Mean?

Dual tone multi-frequency, or DTMF, tones are a way of sending brief signalsover telephone lines. Since these lines were originally designed to carry voicecommunication, telephone companies have created a system where audibletones could be interpreted as information. While digital communications hasremoved the need for most DTMF applications, the majority of phones are stillcapable of creating the tones in case the user needs to communicate with an

older system. Each of the 12 buttons on a standard telephone keypad isassigned two different frequencies. When you press a button, the telephonetransmits the sine waves of those two frequencies over the telephone lines. Thecomputer at the telephone switching station, or the other end of the line, canrecognize and translate those frequencies so it understands what button yourpushed. Since the process uses two tones for every value, and a variety offrequencies, it is called dual tone multi-frequency, or DTMF.


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DTMF Grid

The frequencies for the telephone's dial pad are set up in a grid.Imagine a telephone dial pad and break it down into columns androws. The first column, running from "1" to "*," is at 1209 Hz; the seconcolumn, running from "2" to "0," is at 1336 Hz; and the third column,running from "3" to "#," is at 1477 Hz. Likewise, the first row, running fr

"1" to "3," is at 697 Hz, the second row is at 770 Hz, the third row is at Hz and the fourth row is at 941 Hz. Whenever you press a button, thtelephone outputs two tones representing the column frequency athe row frequency.


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Considerations

While older telephones make a sound whenever you press a button, many cellular

phones have this feature turned off by default. DTMF isn't a very effective way of

transmitting information, so as technology progressed, other inaudible methods of

communicating were established. However, many user devices l ike answering

machines or older private switchboard may still require DTMF tones for navigational

purposes. Almost all cellphones have a way to turn DTMF tones on, although they

may be called "Touch Tones," "Dial Tones," "Long Tones" or simply "Tones" in thedevice's menu system.


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Extra Column

There is actually a fourth frequency column on the DTMF grid, which outputs four

signals for keys called "A," "B," "C" and "D." These keys appear on a tiny fraction of

phones, and are only used as signals within telephone networks. The fourth column

uses the 1633 Hz frequency, along with the letter's corresponding row frequency,

with "A" appearing on the 697 Hz frequency row and "D" appearing on the 941 Hz

frequency row.


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Airtel

Airtel was the first private company to introduce IVR technology in India.As the subscribers base was in huge number, they started using thistechnology to interact with the customer related to complain queries oradditional services. Now a day it has been common in every telecomcompany we as customer care.


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IVR Benefits

IVR enables callers to perform Self-service applications without the help ofagents.

Improving customer service and cutting costs.

Less Dependent on Human Manpower.

Solutions are faster and less expensive. With complete customization, these applications were specifically

designed in line with all business requirements. .


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Max Life Insurance

Max New York Life is a joint venture between Max India Ltd., one of India'sleading multi-business corporate and New York life, a Fortune 100company. Max New York Life Insurance, incorporated in 2000, is one ofIndia's leading and most admired life insurance companies. The companyoffers both individual and group life insurance solutions. It has established wide distribution network across India. Through its wide network of highly

competent life insurance agent advisors and flexible product solutions,Max New York life Insurance is creating a partnership for life with itscustomers in India to facilitate them to achieve more.


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Max Life Insurance

Max New York Life Insurance, one of Indias leading life insurance companies,announced the introduction of Interactive Voice Response Service (IVR) in 10different languages.

The leap is in a bid to enhance and improve Max New York Lifes customer andistributor experience by availing the customer services in their own language

With 24 x 7 IVR services, the facility will now be available in Punjabi, Marathi,

Guajarati, Kannad, Tamil, Telugu, Bengali & Malayalam along with English andHindi through a toll free number.

Creating the entire IVR menu in the regional languages equipped with locallanguage speaking personnel who have been specially trained to handle andresolve customer queries has enhanced the customer service initiatives invarious States to the next level.


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IVR Benefits

Improving Customer Satisfaction.

Interacting with customers & distributors in their choice of language. Withthis effort, they have built trust and given customers the confidence ofbeing there to hear and help them 24x7.

Increased Sales.

New customers through Current customers feedback.

Less discontinuation of people from insurance policy.


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IVR In Future

Recent developments in cloud IVR ( Interactive Voice Response) is movingtowards providing complete hosted business phone systemsfor users.Hosted IVR service providers no longer just provide voice application, but complete business phone system right from allotting phone numbers, tollfree numbers, vanity numbers etc.

Most probably, this is a natural progression as clients demand more andmore features/services from cloud telephony providers. They also like todeal with single vendor for all their communication requirements.

I have recently discussed with few hosted IVR providers and clearly apattern is emerging where hosted IVR providers are providing almost everytelephony requirement to their users.


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Documents

BC Project on ivr system