IVR Applications IVR is the technology that allows callers to
access and interact with computerized data base information using their
telephone touch-tone keypad, or by spoken input using speech recognition
technology. The requested or required information is then "spoken" back to the
caller using pre-recorded human speech or in some cases synthesized speech using
Text-To-Speech technology. For nearly twenty years IVR has become the corner
stone of Customer Relationship Management (CRM) and is considered an essential
component of a business' competitive positioning and strategy. The Strata CS IVR
Solutions program offers Toshiba developed and delivered solutions. You can take
advantage of the cost savings and operational benefits of IVR technology by
adding these solutions where they make the most sense - - directly on the Strata
CS communication server. Without having to implement a separate server. And with
a seamlessly integrated system that's developed, installed, maintained and
serviced by one source.
Both Custom and Packaged IVR Solutions Available on Strata CS
In addition to extending our custom solutions program to the Strata CS, we offer
several "packaged" solutions targeting certain industries. These packaged
solutions have been developed specifically for the Strata CS.
Custom IVR
Applications
IVR solutions are often custom solutions. The ability to customize a solution to
your specific requirements is what makes IVR so effective. Custom IVR
applications, to support client specific requirements, are available through
Toshiba Value-Added Developers (VADs). The following are some examples of
Toshiba custom IVR solutions that have been implemented:
A Medical Clinic on the East Coast provides patient coverage
information services to doctors.
A Midwestern Municipal Water District provides account information
and payment records to their customers.
A West Coast CLEC has implemented a self-renewal application for
their pre-paid dial tone/cellular/pager services. This system also includes a
ZIP code based store locator.
An East Coast Magazine Publisher provides a subscription
cancellation service.
An East Coast Courier/Delivery Service provides package-tracking
status to thousands of their customers.
A Southern State Legislature has plans to implement a system that
plays Representatives "recorded" positions on current issues to approved media
groups. Future plans call for widening access to these "position statements"
to the general public.
Packaged IVR Applications
A "packaged" solution, whether specific to a particular industry or of a
horizontal nature, can be effective at satisfying the majority of the
requirements a customer may have. Many times this means a quicker and less
costly implementation.
A packaged solution can also be a starting point or template for what
ultimately becomes a custom or semi-custom solution. In either case a packaged
solution is a very effective tool for starting a dialogue that uncovers the
opportunities for using IVR technology to provide improved services at
considerable savings. Enhancements and customization, to support client specific
requirements, are available through Toshiba Value-Added Developers (VADs).
For Strata CS we've expanded our packaged solution offerings to include the
following:
Pharmacy Assistant: Customers can conveniently order
prescription refills over the telephone. Complete transaction reports, the
ability to transfer for help at any time, and call routing are included. In
most situations this will be a self-contained application with no database
integration required. If database integration is required customers can use
the included ASCII text file import utility. Alternatively a custom database
interface can be specified.
Medical Assistant: Includes call routing, appointment
scheduling, outdial appointment reminders and test results (incoming calls
only) modules. In most situations this will be a self-contained application
with no database integration required. If database integration is required
customers can use the included ASCII text file import utility. Alternatively a
custom database interface can be specified.
Real Estate Assistant: Includes the Listing Service Module
that matches callers requirements with available homes, and Lawn-Sign Number
Lookup which provides specific information about a house whose ID# number a
caller has seen posted on a for-sale sign. Both modules can also be customized
to retain caller information, fax information to callers, or transfer
calls/caller information to pagers or telephones. This is a self-contained
application with no anticipated "back-end" integration necessary.
Business Assistant: A portfolio of general business
applications such as locator services, survey programs, Bulletin Board,
Convention information, Electronic Yellow Pages, Time Reporting, and
Fundraising. This solution includes a recording utility that allows a company
to create their own prompt menus and audiotex information This is a
self-contained application with no anticipated "back-end" integration
necessary.
Dealer/Store Locator: Locator application allows callers to
enter a zip code and receive listing of stores/dealerships within a
user-defined radius. Includes a recording utility for customers to record
store location information. Optionally, Text-to-Speech is available to use for
speaking store location information.
SMARTSuite: This is the same suite of applications for
schools, K-12, that has been available on Stratagy ES. Solutions include
absence notification, cafeteria/events menu, and homework assignment center
with options for email absence notification and speech recognition for easy
menu navigation.
SMARTSuite Standard: Includes absence notification,
cafeteria/events hotline, and Homework Assignment center.
SMARTSuite Plus: Includes all modules of "Standard" package
plus speech recognition for quick navigation of Homework assignments.
Available Options: Email absence notification. Web access of
absence records (assumes existing website and server).
IVR Software Developer's Kit (SDK)
The Strata CS includes an "IVR Plug-in" that provides knowledgeable customers
with the capability to develop IVR applications themselves using our Software
Developer's Kit (SDK). The Strata CS SDK allows you to extend Strata CS
functionality.
Use the Interactive Voice Response (IVR) Plug-in Application Programming
Interface (API) to create custom IVR applications that can place, transfer,
accept and process calls, play and record voice prompts, collect digits,
process caller ID and perform database lookups. These plug-ins appear to
Strata CS as "virtual extensions." Several sample IVR plug-ins are included in
the SDK.
Use the Device Status API for applications that need to know the status of
stations and trunks.
Use the Least Cost Routing (LCR) API to create a custom LCR interface.
Overview