Integrated Voice Over IP Business SolutionsVoice Integrated TechnologiesThe availability of high quality open source VoiceXML and VoIP components coupled with the recent advent of Graphical Information Systems (GIS) development tools has created a new breed of compelling opportunities for organizations that work with Innovaworks. This combination of technologies enables vastly more intuitive user experiences for both the customer and application owner across all contact points to an organization. The end-customer can now navigate via voice and interact with dynamic applications just as they do with dynamic web applications; Call Centers can now view near real-time information regarding pertinent data in a spatially organized fashion. VoiceXML allows a user to navigate menus the same as those found in traditional touch tone IVRs using only their own voice. Using open source, open standard technologies such as Open VXI, Festival and SRGC, Innovaworks is able to bring solutions to market in timeframes that enable immediate return on investment. With well known and documented VoIP tools and components such as OpenSER, RTP Proxy and IP PBX applications such as Asterisk, full featured, robust, scalable, and affordable telephony systems can be brought to market with surprising speed. The natural inclination of the market is to capitalize on these new technologies to create call center applications that can scale and adapt easily to rapidly changing business requirements without degrading the user experience. VoiceXML systems can maximize this potential by significantly improving the user experience whilst bringing tremendous flexibility, agility and potential for unprecedented business intelligence to the owner. Every user interaction with the organisation can now be captured, logged and analyzed in order to continuously hone the application to improve the user’s experience and opportunities for the organization. This is not a case for improving the quality of the IVR over time, although that is certain to be a beneficial side effect. This is an opportunity for business intelligence to afford its owner the opportunity to improve processes based on data pulled directly from the IVR prior to the user’s first human interaction. By tracking the relationship between the various menu components, and isolating high traffic menu choices or patterns of movement through the menu structure and applications the owner can identify “hot spots” and take corrective actions. Integrated Solutions – Voice and GISWhen combining voice with GIS, data obtained via traversing the system can be spatially represented to a call center analyst. In a simple use-case the analyst may be a front line call center employee. With an integrated voice/GIS environment a caller’s phone number can be looked up against a customer database and the address of the caller displayed on a map for the benefit of a dispatch agent. All current calls can be plotted simultaneously on a master map along with locations of vehicles, each call tagged with the actual final IVR choice of the caller. These solutions can deliver real-time summary statistics on live calls grouped by zip code, census geographies or any other well defined and digitally captured geographic boundaries. In the realm of Digital Service Providers, databases and services that provide geographic information based on IP addresses or ranges of IP addresses are readily available. These can provide highly useful location based information and can help rapidly identify common problems affecting multiple customers. The SynthesisInnovaworks is uniquely positioned in this field with direct experience and expertise in both voice and GIS technologies. We continue to look ahead and design and develop innovative IVR driven, GIS enabled business intelligence solutions. Please see below for a sample of our experience. VoIP / VXMLWe have completed and are now supporting the first version of a fully featured SIP soft switch and are continuing to improve its feature set.
|
||||
