comsys.nl - (Video-)IVR

What is (Video)-IVR?
Interactive Voice Response (IVR) is a computerised telephone system that collects or provides information and routes calls to the appropriate recipient. In short, it offers interaction with callers. The IVR system ‘talks’ to the caller with a combination of pre-determined speech menus and real-time-generated speech using Text-to-Speech (TTS), also known as speech synthesis. A caller can give the IVR system instructions using commands given verbally (Automatic Speech Recognition) and/or through telephone keys (DTMF). The system can respond to the instructions through speech, fax, e-mail, an SMS or other available media.

Video is a recent addition to the broad range of possibilities that an IVR offers. Conceptually, video IVR is identical to traditional IVR, but enriches the user experience with video images. Making video calls is a standard functionality of all 3G (UMTS) mobile telephones and there is no need for any software to be installed on the device.

Why (Video)-IVR?
IVR's strength lies in its connectivity with various systems, and it offers users a convenient way of obtaining information from complex systems.

IVR can be used in a wide variety of cases:
- To improve telephonic accessibility (even outside office hours);
- Flight timing information;
- Computerised order entry and tracking;
- Requesting status information (for example, checking bank balances);
- Telephonic surveys;
- Helpdesk and support departments;
- Handling responses during special campaigns (large fund-raising drives on TV);
- Call and Win games;
- Generating access codes for content.

The addition of Video to IVR makes it an ideal platform for mobile marketing applications. Users will, for example, be able to view product information or instructions on their mobiles. Media parties will also be able to allow viewers to participate in live television shows or to send content to the television studio, so that uploading ‘User Generated Content’ is greatly simplified.

A (Video) IVR application requires only one-time development to make it suitable for all types of devices. In Video-IVR, so long as the mobile device is 3G-compatible, the make and type are irrelevant.

Why Comsys (Video)-IVR?
Comsys has accumulated a vast amount of experience with IVR over the last 25 years. Both in terms of creating and offering solutions as well as hosted services. Based on this experience, Comsys has developed the latest IVR platform, called ‘SpeechFrame’.

SpeechFrame uses VoiceXML to achieve a maximum level of user convenience and flexibility. It can be used in converging voice, web and mobile services, and also offers speech recognition (ASR) and Text-to-Speech (TTS).

Additional features:
- It is based on JAVA, Web technology and VoiceXML;
- It is redundant and scalable, and offers a guaranteed performance;
- It offers dynamic dialogue;
- It distinguishes itself through short developmental processes;
- It can be integrated with web services;
- It offers database connectivity;
- It can be easily integrated with: CTI, CRM and ERP.

Below, an overview of our applications is shown: