IT - voice technology

Issues

Components | Trends | Platforms | Benefits | Functionality | Technical | Business considerations | Cost/benefit | Implementation | User conceptions

Components

• Automated Attendant
• Voice Mail
• Audiotext
• Interactive Voice Response
• Computer Telephony Integration

Trends

• IVR overtaking Voice mail
• For US market IVR
  1994 $800 million (actual)
  1995 > $1 billion (estimated)

Platforms

• Proprietary vs Open
• PCs and Networks
• VRU, PABX and Host

Benefits of IVR

• No change to existing computer systems
• Can be painlessly to add new functionality, or accommodate changes in the host system
• Easy and effective growth path
• Source code and development licence available for in house development
• Proven product
• Supported by proven systems integrators Praxa and TCL nationally

Voice Technology Functionality

• DTMF (Touchtone) dial
• Voice Recognition (discrete, continuous)
• "Grunt" Recognition
• ASCII Text Files
• DTMF Audio wands

• Human Voice
• Fax
• Transactions to other computers
• Text to speech

Technical aspects and standards

• Industry Standard Hardware
  * IBM or Compatible PC - LAN based for larger systems
• NZ Type Approved Dialogic Voice Boards
• SCSA Standards for Voice Systems Architecture
• TAPI and TSAPI - Novell and Microsoft
• New Zealand Based Software
• Terminal Emulation Designer for Multiple Host access
• TCP/IP
• Database Accessing:- XBase eg Foxpro, Clipper, Dbase
  * SQL type eg ORACLE, INFORMIX
• ISDN, CAS 2 Megabit connections
• International IVR Standards

Business considerations

Why use an IVR System?

• Free Customer Service staff to deal with more complex customer issues
• Remove or spread peak loads on system by extending caller access over longer hours
• Reallocate resources to more productive activities
• Make better use of existing investment in information technology

Cost & benefit analysis of an IVR system

• Social Acceptance of Computers ATM's, Telephone banking etc
• Improved Customer Service Levels - A target for the 1990's
• IVR is easy to Cost Justify now.

Implementation of IVR

• Start small and simple
• Implement a pilot
• Dialogue must be pleasant and easy to follow
• Allow for the experienced caller as well as the first time user
• Market the new service to users, and offer an incentive to use the system
• Do not expect 100% acceptance. The 80/20 rule will serve you well
• Develop applications in line with NZ/Aust. Standards

User conceptions

• Think of TELEPHONY and COMPUTING as one
• Eliminate the "TRADITIONAL" difference
• DATA" can be VOICE, IMAGE, TEXT, VIDEO
• THE "PABX" IS DEAD - LONG LIVE THE "PABX"
• CTI/IVR/FAXBACK applied to any industry has the potential to increase customer service and lower costs.

[Rev 3/7/97] 21 Nov 95 © 1995-97 V/2-Com (Verhaart), P O Box 8415, Havelock North, New Zealand.