Dynamic interactive voice response (IVR) platform
Ramazan Karademir, Emre Heves · 2013
Interactive Voice Response (IVR) systems can handle up to 60% of the incoming calls in the call center. Since it promotes self-serving and decreases the number of the agents in the call center, it may lead to improved customer and call center agent satisfaction, increased revenue, and reduced cost. One bottleneck of IVR is that; dynamic nature of services provided by the companies and the needs of various customers necessitate experienced programmers to made changes to IVR, add new modules, scenarios etc. Keeping up with this dynamic environment comes with cost of time and money. In order to prevent this, we have developed a dynamic interactive voice response platform. Proposed system can be used in call centers and enable all kinds of IVR scenarios to be designed, changed, reported, inspected and managed by nonprogrammers. With its dynamic nature, IVR scenarios can be implemented easily, without affecting the underlying computer programming.