iVoice™ – IVR Call Management Server for the System i
The iVoice Call Management Server features support for advanced Interactive Voice Response (IVR) services and call management capabilities that support call routing, dialing and call center functions. The iVoice Call Management Server also handles all of the caller interaction services including: answering calls; collection of telephone network data like CallerID; recognition of caller inputs like touch-tone input or human speech; ability to “speak” pre-recorded voice passages or dynamic synthesized speech; playing music on hold and call routing to agents as directed by iAgent.
While iVoice IVR will improve caller satisfaction, the more substantial benefits may be realized by off-loading staff from having to answer or dial the mundane, repetitive calls that are better served by automation. In other words, after deployment of iVoice IVR, your staff can refocus on added-value and revenue-generating activities rather than the simple time-consuming and nuisance calls.
iVoice advanced features include:
Inbound and Outbound Support: iVoice provides support for both inbound calls and automated outbound dialing. Outbound dialing includes the capability to automatically place calls and begin interactive "conversations" with the called party.
Scalability: iVoice meets your needs – from our entry-level systems to as many concurrent lines as your applications and callers require, including support for analog and digital environments.
Security: iVoice employs System i security capabilities to ensure that only authorized callers have access to data.
Enhanced Reliability Configurations: RAID Level 1 support is standard on all iVoice systems, and iVoice supports redundant configurations and our exclusive ARSTO (Automatic Redundant System Take Over) capability.
Rapid Application Development (RAD) Tools: The iVoice API toolkit for the System i is simple, yet extremely powerful. Another tool, the iVoice Line Driver Simulator, allows System i developers to create and verify voice application program logic on any terminal to aid with debugging and reduce overall development time.
Text-to-Speech: This feature enables textual phrases and data from the System i to be 'spoken' to callers through computer-generated speech. Text-to-Speech is particularly useful when pre-recorded speech is impractical for your application.
Automatic Speech Recognition: Callers may "speak" voice commands, rather than use the touch-tone keypad, making their interaction more natural and conversational.
Monitoring and Statistical Reporting: iVoice provides several vehicles to track system activity, including the Call Log Report and Line Status Monitor. At the controller level, the Line Status Display offers an at-a-glance visual representation of the activity on each iVoice line.
Simple Connectivity: iVoice connects to the System i through TCP/IP and our native sockets interface.
Digital Recording Tools: These tools allow your organization to create professional quality digital recordings. All components are supplied for the recording process.
CallerID / ANI / DNIS: iVoice has the ability to collect CallerID, Automatic Number Identification, and Dialed Number Identification Services, if available on your telephone system. This data assists iVoice in identifying and servicing your callers more efficiently by knowing who is calling or what number the caller is trying to reach.
And much more…