IVR Platform

Interactive Voice Response solutions

AT4 wireless offers a combination of IT tools based around Interactive Voice Response (IVR) solutions which are designed to automise the call response process. The general features of these solutions are described below:

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• Automatic operator function, routing and transfer, voice messaging, recording and voicemail boxes.

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• Intel - Dialogic, Parity, CTI CSTA -TSAPI, CT Connect Integration.

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• Integration with the client's databases (via ODBC, OLEDB, Web Services).

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• TCP-IP, SMS, DTMF, e-mail communications.

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• Automatic Speech Recognition (ASR) options in English and Spanish.

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• Text-to-speech (TTS) options.

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• Graphic tool for the design and maintenance of the diagrams that define the automatic call response process.

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• Monitoring of agents, campaigns and automatic telephone events.

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• Recognition of the caller's number and the number being called (ANI / DNIS).

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• Integration with call centres.

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• Distribution of voice resources. Dynamic assignment of voice lines or channels based on the demand for IVR services at any given time.

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• Distribution of ASR - TTS resources.

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• Generation of reports and statistics.

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• Flexible and scalable applications.

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IVR Platform Solutions

Interactive Voice Response System

SmartIVR is an IT tool that offers Interactive Voice Response (IVR) solutions designed to provide an automatic response to the telephone calls received by a company.

SmartIVR attends to the calls received and enables the caller to select options using the telephone keys or, optionally, via voice recognition functions, while providing the information requested by the caller through pre-recorded messages, text-to-speech facilities and/or through sending a fax, e-mail or SMS. The client's request can be logged and recorded in the organisation's database. The system's flexibility, functions and easy configuration make it a tool that is suitable for all activities across all industries: banking, hotel, catering and tourism, universities, telephone sales, public administrations and other business services.

Features

• Multi-service. Multiple IVR services can be established and managed simultaneously.
• Multi-channel. Offers up to 4 voice channels (4 conversations at the same time). The system can be connected to analogue PABX extensions and RTC lines. It can also be connected to basic or primary ISDN accesses from the PABX or RTC.
• It includes a license, telephone cards and PC based on the number of lines or resources required.
• Windows solution with client / server software architecture.
• Communication with the system via DTMF (Multi-frequency) interface and/or, optionally, Automatic Speech Recognition (ASR).
• Telephone access to databases in reading and/or writing mode (via ODBC, OLEDB, Web Services).
• Transfer to environments with or without telephone switchboard. Identification of the caller's number and the number being called depending on the system architecture and configuration.
• High quality graphic interface and easy configuration of IVR services diagrams.
• Real time monitoring of the system status indicating the number of calls attended to on each line. Reports and statistics.
• Information given to the caller via pre-recorded messages or, optionally, text-to-speech, and sending a fax, e-mail or SMS for short messages.
• Integration in call centres (automisation, transfer and screen pop).

Advanced telephone operator post

The EOLA advanced telephone operator post is an application that enables switchboard operators to carry out the functions of a telephonist using an advanced IT application installed on a PC instead of using a classic operating console.

Enables the operator to attend to more calls and manage them more efficiently. Online display of the number of calls and their duration. All the functions of a telephone operating terminal can be carried out via a PC. Provides information about the status of the calls and enables better management of them. Improves the company's corporate image.

EOLA is a solution aimed at companies which have a high volume of corporate telephone traffic. Within the public sector, it is particularly recommended for governmental telegraphic offices. AT4 wireless has wide ranging experience in this field.

Features

• Displays the status of the switchboard extensions: free, busy on an incoming call, busy on an outgoing call, call duration, caller, etc. Direct dialling to the extension from the graphic interface.
• Desktop telephony. Management of the telephone from the operator interface: pick up, hang up, dial, hold, retrieve, capture, interrupt, call back, divert, etc.
• Management of calls held in a queue. Calls can answered by selecting from those being held. Acoustic signal to indicate calls being placed in the queue.
• Address book incorporated. Automatic dialling from address book.
• Monitoring of external transfers. Enables the operator to see the status of transfers carried out between external numbers and the switchboard. This enables advanced operator services to be offered for both internal and external numbers.
• Visual display of the status of other operators.
• Compatible with telephone switchboards that enable integration via a CSTA-TSAPI interface.
• Connection of the system to analogue or digital PABX extensions to activate the operator's graphic interface (visual display of the switchboard extensions, desktop telephony, etc.). Connection to basic ISDN accesses from the PABX or RTC to activate the connection management server (monitoring of simultaneous conversations).
• Scalable in terms of the number of simultaneous conversations monitored on the connection management server as well as the number of graphic interface operator extensions.
• 32-bit application for Windows NT 4.0 or higher.
• Client/server architecture.
• Depending on configuration, includes license, telephone cards and operator server and PC.

Software system for managing prepaid telephone cards

DialUp! is a computer application aimed at the resale of telephone traffic via prepaid telephone cards.

Enables multiple telephone tariffs to be defined turning the company into a mini-operator (offers, promotions, resale of traffic, etc.) Enables multiple operator tariffs to be defined; the most suitable outgoing line can be selected at all times based on these tariffs. Especially aimed at companies which provide services based on telephone traffic (telephone calling booths, telephone services for companies, mini-operators, etc.)

Features

• Call tariffing in real time. The call is cut off when the client's credit or card is used up.
• Personalised attention in different languages for clients registering in the system.
• Definition of different tariffs, times, call features, outgoing operator, etc. for each client or card.
• Definition of different tariffs per operator and selection of the cheapest outgoing line at any given time.
• Credit balance given via telephone.
• Reports about cards and clients which provide an overall view of the operation and use of the system, enabling it to be configured to ensure optimum performance (offers for certain time periods, modification of tariffs for times with higher volumes of traffic, etc.)
• Connection of the system to analogue or digital PABX extensions or RTC lines. Possibility of connecting lines belonging to different operators.
• Modular solution. Scalable system.

Automatic operator and voice messages

An operator and voice message system designed to automise the response to the incoming calls received by a company.

Although compatible with other switchboards, it has been designed to be work with Ericsson MD110 telephone switchboards.

Channels the call received by a client or user so that an appropriate agent can attend to their request. Optimises the process of providing information to clients via telephone messages detailing the products and services offered by the company. Enables a large number of calls to be attended to, reducing the percentage of incoming calls that are left unanswered. Improves the use of the company's telecommunications resources.

Telephone directory service

• Responds and attends to all calls. The different predefined welcome messages are played automatically.
• Calls are automatically attended to and transferred to the appropriate extension.
• Callers can dial an extension number to directly route their call or speak to an operator.
• Provides a 24-hour service, 365 days a year.

Voice messaging service

• Voicemail boxes can be set up and maintained within the system and voice messages can be redirected to e-mail addresses.
• Provides an effective response when the person being called is not available as it enables the caller to choose between leaving a private message, calling another extension or speaking to an operator.
• The message saved in each voicemail box can be consulted directly via e-mail, DTMF or remotely.

Automatic information service

• Thanks to DTMF and voice messages, the caller can navigate their way through the system and hear the information required by way of voice messages.

System activity record

• Statistics, reports and predefined graphics (by group or department, extension, device or line, etc.).