Business Communication

PRESENTATION ON: INTERACTIVE VOICE RESPONSE

Group Members

Name
Surbhi

Roll No.
01

Aquib
Rathin

02
03

Bhavin Bhanushali
Ankita Bhonsle Harwin Chris

04
05 06

Interactive Voice Response

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad IVR allows customers to interact with a companys host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes. IVR technology is also being introduced into automobile systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems.

What Do DTMF Tone Mean?

Dual tone multi-frequency, or DTMF, tones are a way of sending brief signals over telephone lines. Since these lines were originally designed to carry voice communication, telephone companies have created a system where audible tones could be interpreted as information. While digital communications has removed the need for most DTMF applications, the majority of phones are still capable of creating the tones in case the user needs to communicate with an older system. Each of the 12 buttons on a standard telephone keypad is assigned two different frequencies. When you press a button, the telephone transmits the sine waves of those two frequencies over the telephone lines. The computer at the telephone switching station, or the other end of the line, can recognize and translate those frequencies so it understands what button your pushed. Since the process uses two tones for every value, and a variety of frequencies, it is called dual tone multi-frequency, or DTMF.

DTMF Grid

The frequencies for the telephone's dial pad are set up in a grid. Imagine a telephone dial pad and break it down into columns and rows. The first column, running from "1" to "*," is at 1209 Hz; the second column, running from "2" to "0," is at 1336 Hz; and the third column, running from "3" to "#," is at 1477 Hz. Likewise, the first row, running from "1" to "3," is at 697 Hz, the second row is at 770 Hz, the third row is at 852 Hz and the fourth row is at 941 Hz. Whenever you press a button, the telephone outputs two tones representing the column frequency and the row frequency.

Considerations

While older telephones make a sound whenever you press a button, many cellular phones have this feature turned off by default. DTMF isn't a very effective way of transmitting information, so as technology progressed, other inaudible methods of communicating were established. However, many user devices like answering machines or older private switchboard may still require DTMF tones for navigational purposes. Almost all cellphones have a way to turn DTMF tones on, although they may be called "Touch Tones," "Dial Tones," "Long Tones" or simply "Tones" in the device's menu system.

Extra Column

There is actually a fourth frequency column on the DTMF grid, which outputs four signals for keys called "A," "B," "C" and "D." These keys appear on a tiny fraction of phones, and are only used as signals within telephone networks. The fourth column uses the 1633 Hz frequency, along with the letter's corresponding row frequency, with "A" appearing on the 697 Hz frequency row and "D" appearing on the 941 Hz frequency row.

Airtel

Airtel was the first private company to introduce IVR technology in India. As the subscribers base was in huge number, they started using this technology to interact with the customer related to complain queries or additional services. Now a day it has been common in every telecom company we as customer care.

IVR Benefits

IVR enables callers to perform Self-service applications without the help of agents. Improving customer service and cutting costs. Less Dependent on Human Manpower.

Solutions are faster and less expensive.

With complete customization, these applications were specifically designed in line with all business requirements. .

Max Life Insurance

Max New York Life is a joint venture between Max India Ltd., one of India's leading multi-business corporate and New York life, a Fortune 100 company. Max New York Life Insurance, incorporated in 2000, is one of India's leading and most admired life insurance companies. The company offers both individual and group life insurance solutions. It has established a wide distribution network across India. Through its wide network of highly competent life insurance agent advisors and flexible product solutions, Max New York life Insurance is creating a partnership for life with its customers in India to facilitate them to achieve more.

Max Life Insurance

Max New York Life Insurance, one of Indias leading life insurance companies, announced the introduction of Interactive Voice Response Service (IVR) in 10 different languages. The leap is in a bid to enhance and improve Max New York Lifes customer and distributor experience by availing the customer services in their own language.

With 24 x 7 IVR services, the facility will now be available in Punjabi, Marathi, Guajarati, Kannad, Tamil, Telugu, Bengali & Malayalam along with English and Hindi through a toll free number.
Creating the entire IVR menu in the regional languages equipped with local language speaking personnel who have been specially trained to handle and resolve customer queries has enhanced the customer service initiatives in various States to the next level.

IVR Benefits

Improving Customer Satisfaction. Interacting with customers & distributors in their choice of language. With this effort, they have built trust and given customers the confidence of being there to hear and help them 24x7. Increased Sales. New customers through Current customers feedback. Less discontinuation of people from insurance policy.

IVR In Future

Recent developments in cloud IVR ( Interactive Voice Response) is moving towards providing complete hosted business phone systemsfor users. Hosted IVR service providers no longer just provide voice application, but a complete business phone system right from allotting phone numbers, toll free numbers, vanity numbers etc.

Most probably, this is a natural progression as clients demand more and more features/services from cloud telephony providers. They also like to deal with single vendor for all their communication requirements.
I have recently discussed with few hosted IVR providers and clearly a pattern is emerging where hosted IVR providers are providing almost every telephony requirement to their users.