intelligent Voice Activated Directory (iVAD)

Voice Activated Call Routing

What it is

iVAD is a voice activated directory access application which allows calls to be routed to an individual staff member, group or departmental resource based on voice recognition.

iVAD can dramatically reduce the cost of handling customer service calls and deliver a return on investment in less than a year by reducing call durations and freeing operator staff to handle more complex calls, as well as removing the need for printed directories.

Key Benefits

Increased contact

Single point of entry
24/7 system availability
Calls are always routed appropriately

Increased customer satisfaction

Reduced response times
Reduced call durations

Reduced costs and quick ROI

Reduced staffing requirements
Releases staff to deal with more complex tasks
Increased availability (24/7)

Adaptable

Configurable dialogs
Multiple dialogs
Integration with customer specific data
Increases customer satisfaction by avoiding ‘voicemail jail’

The proposition

iVAD is a highly scalable system capable of dealing with small and large enterprise directories, using ‘state-of-the-art’ speech technologies combined with highly tuned language resources specific to the task of call routing. It provides highly accurate recognition and retrieval from large vocabularies, including name, department, topic and location information.

How it works

This is done by the creation of auto attendant dialogs. Callers simply say the name of the person, department or service they want, removing the need to know the extension number, use touch-tones on the key pad or rely on an operator to transfer the call.

The application allows different dialogs to be easily produced, using configuration information available through a simple graphical user interface. Multiple dialog styles can be run simultaneously, allowing a business to provide different dialogs for different caller types (e.g. internal and external callers can experience different dialogs).

Delivery / Upgrade

All applications are scalable and can be integrated into the customer’s existing infrastructure. iVAD is a personalised solution and is not available as a hosted service.

Download the Product Sheet

Click here to download the intelligent VAD Product Sheet in Adobe PDF format.

Features & Benefits

The features and benefits of intelligent Voice Activated Directory.

Feature	Description	Benefit
Contactability	A single point of entry for all telephony requests removes the need to remember multiple numbers. iVAD never sleeps, ensuring all calls are answered. This can be coupled with intelligent Number to ensure contact will be made with the intended recipient.	Smother business process with all calls answered. Gives customers reliable 24/7/365 access and releases human resource for more complex calls. Improved customer services and increased customer satisfaction.
Call Delivery	Core TeleWare: The use of core TeleWare runtime libraries ensures a high level of compatibility with industry standard PBXs and third party applications. Transfer to a TeleWare User: For additional contactability, the recipient may be an intelligent Number, intelligent Assistant or intelligent Contact Centre user. Transfer to another Application: Calls can be routed to an IVR application or any other application. Transfer to an External Number: Calls can be made to any number outside TeleWare applications.	Ease of use increases user acceptance. Avoids need to divert extensions.
Configurable	Store your personal telephone numbers where you take calls on a frequent basis, for example, home number and mobile number.	Once stored, you can register ‘Here and Now’ quickly to these numbers.
Data Access	TeleWare Users: Can be loaded easily from the TeleWare database. Customer Data: Interface with client databases through the ODBC or LDAP protocols. Additional Data: Extra contact points can augment database entries through simple text file configuration. Can be used for more than just ’Name‘ specific applications. Wherever information has an associated telephone number, the data can be used within a dialog. Data updates can be available immediately or loaded during off peak periods.	Final destinations can be provided from different sources to fit into a business’s current infrastructure. Contact points can be available when required.
Advanced Speech Recognition	Best-of-breed technology integration with highly accurate large-scale speaker independent recognition. Configurable pronunciation dictionaries to deal with nonstandard words or abbreviations.	Reduces the involvement of human operators. Reduces costs.
Text-to-Speech	Best-of-breed technology integration providing machine generated speech with human qualities and natural sounding inflexion. Dynamic information (i.e. names) can be read to the caller without the need to record speech files.	Automatic availability of new contact points. Quick dialog modification without the need for prompt recording. Reduces costs.
Operator	Collects and records caller information to ease operator assistance, if required.	Quick seamless transition if an operator is required.