IVR - Interactive Voice Response

Over an IVR system, companies can provide their customers and interested parties uncomplicatedly and automate entrance to information. And this simply by phone, so that the caller must not have a special technical equipment. IVR stands thereby for Interactive Voice Response.

On an IVR system, a telephone information system, customers call and receive interactively the appropriate information, for example a tariff information or the status of an order. The output of the information to the caller is thereby dynamically and automated after pre-defined processes: depending upon the choice of the caller for example in a server-system a data base inquiry for the authentication or a search for the suitable order-number is made. This means for companys: the information system can be available with very small personnel employment 24 hours a day. The caller does not need, except a telephone, a special technical equipment and receives the desired information fast and uncomplicated. IVR-systems offers for companies with frequent telephone inquiries cost savings, increase customer connection, better information flow and the load rejection of routine activities.

Advantages of IVR-Systems

  • Language is directly accessible to humans (larger qualification measures and longer training times for surface operation can be avoided).
  • The requirements of the end device are very small (a telephone or a headset with good microphone is enough).
  • The general availability of mobile phones permits new degrees of freedom during the interaction with applications of software.
  • Modern, languageindependent recognition understands expressions of most diverse persons without training (multilingual applications possible; up to a certain degree also tolerates dialects).
  • All information items are directly attainable (no troublesome going through of hierarchical menus and long lists).
  • Within a specific context, complex sentences can be understood and processed automatically (for example for the reservation of an rented car over a telephone: " Hello. I would like to have a car for the distance Salzburg - Vienna on Thursday from 6 to 10").
  • Visual tasks require always high attention. Dialogues can be made "along the way", this can simplify the useof IVR-systems.
  • This enormous flexibility of language technology creates new innovative potential e.g. for integrated company processes and their coordination.

VSE - Visual Script Editor

The unicope VXML Visual Script Editor is a program for creating Voice XML-files (VXML), which are required for unicope's IVR system. With the help of this application VXML files can be generated quickly and used very easily. The program has for each action an adequate item, that you can integrate, then configure its properties and finally link it with the next item. Even very large projects remain therefore very well-arranged and can be changed any time without problems, fast and easy.

Toolbar with items
In the toolbar, the different categories of the items are displayed. In the categories the available items are arranged, which can easily be positioned by using drag-and-drop.

Error log
In the error log, warnings and errors during the compilation of the script will be displayed. By double-clicking an entry, the affected item is selected and can be made visible. Thus, any error in the script can be found easily and corrected immediately.

Description of the items
The following items are available in the Visual Script Editor. From this selection, even very complex call flows can be created.

  • DTMF tone detection
  • Integrated Text2Speech, voice recognition available
  • Data base integration
  • Full integration in a Unified Messaging Callcenter System available
  • Text-before-answer function
  • Time slot and weekday-/holidaydefinition
  • Forwarding to:
    - ACD
    - Extension
    - Voicebox
    - External Attendant

We look forward to your request.

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