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IVR for IP Office Voicemail Pro
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TouchToneTommy
Vendor
Computer Instruments e-IVR
I've only had one customer, migrating from Definity to IP Office, had this already in place, worked with Computer Instruments to change the integration to SIP, and it's been running for 3 or 4 years now
The "Voice Response" part in IVR is the system speaking (or replaying pre-recorded prompts). Hence the easy confusion if you use IVR to mean something else.
You want the system to do speech recognition. And as far as I'm aware 'no', it can't distinguish between a user saying 1 or 2. Its a nice feature for which there is limited demand since every single caller has a keypad.
Stuck in a never ending cycle of file copying.
You want the system to do speech recognition. And as far as I'm aware 'no', it can't distinguish between a user saying 1 or 2. Its a nice feature for which there is limited demand since every single caller has a keypad.
Stuck in a never ending cycle of file copying.
Speech Recognition is cool on paper, but seldom useful in most implementations.
If your IVR choices are simple as "1 for sales, 2 for support" the gain isn't worth the cost.
Where it's practical is when you have many options the customer could choose, for example you have a lot of products the customer could say and be connected to the right destination, or a city to get to the right office.
There should be a number of 3rd party products for this, Avaya has Experience Portal (is it's still called that), I have done some testing with the built-in feature of IPOCC which seems to work fine although that is going end of sale this year.
"Trying is the first step to failure..." - Homer
If your IVR choices are simple as "1 for sales, 2 for support" the gain isn't worth the cost.
Where it's practical is when you have many options the customer could choose, for example you have a lot of products the customer could say and be connected to the right destination, or a city to get to the right office.
There should be a number of 3rd party products for this, Avaya has Experience Portal (is it's still called that), I have done some testing with the built-in feature of IPOCC which seems to work fine although that is going end of sale this year.
"Trying is the first step to failure..." - Homer
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