What Is Automatic Speech?

Automatic Voice Response (IVR) is actually an automatic business agent. Through the IVR system, customers can use the audio buttons to obtain pre-recorded digital voice information from the system or the system dynamically synthesizes the voice information through TTS (Text to Speech) technology. This function can realize 24/7 self-service. Through the computer interactive answering service of the CTI system, customers can easily input selections through the telephone keypad, thereby obtaining 24-hour service.

Automatic voice response

automatic

automatic

Programmable voice response

Can be completely designed according to requirements, and can design any level of voice flow (the number of levels is unlimited);

Voice and background music recording;

Provide voice prompt function, including key operation guidance, background music, and multilingual service selection;

Provide integrated recording editing tools for recording, playback, editing, deletion, storage, and mute editing;

With voice guidance attribute editing function, including name, playing time, modification date, content description, etc .;

With voice guidance storage function, it can simultaneously store multilingual voice guidance content to provide multilingual voice guidance function;

With On Hold function, music content and messages are not restricted, standard .WAV files can be used;

With multiple service processing capabilities, including telephone, fax, and email functions;

When the system is modified or added, the system does not need to be restarted, and can be directly modified online;

With database integration capabilities. Must have a built-in database retrieval module and support ODBC;

Can retrieve multiple databases at the same time for query, insert, update, and delete transactions;

Supports Socket and COM mechanisms to facilitate integration and interface with existing systems;

Support Fax On Demand function, customers can call for fax documents;

Provides graphical application development tools.

ACM (Automatic Call Manager)-Automatic Call Management

This term is used in integrated telephone incoming call distribution and automatic outdialing systems. Telemarketing and account collection services are applicable to this system.

ANI- Automatic (telephone) number identification

Refers to a feature that recognizes the caller's phone number and sends it to the caller's voice at the same time

Voice announcement / wait

Voice Announcement And Messages On Hold. This is the simplest and most basic part of voice response technology. The function of this system is the recording that is recorded first when the phone is connected or when the customer plays in the ACD queue.

Overall, this system is very simple and not very high-tech. The system uses digital hardware (sound is stored on the chip) and magnetic tape. Editing tapes is inconvenient and has a limited lifespan, so digital is now mainstream. When selecting equipment, you should mainly compare the system capacity that the system can store.

The function of this system is to provide some information to the caller, it does not provide a message service. For example, when a customer is waiting in the ACD queue to play some music for the customer; or provide the customer with some information, such as reminding the customer to prepare the ID card and oh code and credit card number before the call (many call centers save a few seconds Talk time after planting, and a large investment in CCI technology, and such news can save more time at a small cost)

Automated attendant

When the phone is connected, the Automated Attendant plays a pre-recorded good recording, provides the customer with directory selection during the recording, and routes the phone to a specific extension or other place according to the customer's choice.

In the mind of the call, Automated Attendant is a separate system, but now it is usually combined with voice mail or other voice processing systems (such as PBX). From small to large, his application is very extensive. In general, for call centers where the functionality of the incoming system is not high, the functions provided by the Automated Attendant are sufficient, and it is not necessary to purchase expensive IVR.

Voice mail system

For small, medium, or call centers that do not have night shifts, the voice mail system can provide 7 × 24 hours of service. This system is useful in many situations, even for call centers with agents on duty at night. Therefore, a voice mail system is needed by any business in any call center.

There are many types of voice mail systems, without a fixed form. In general, it is a stand-alone system or integrated with Automated Attendate or even IVR. The basic job of a voice mail system is to play a recording when a customer calls in, and then prompt the customer to leave a message. Li Yan in the system can be played, transferred, or deleted through an extension phone, a special program on the computer, or an E-mail system.

The use of voicemail in the calling system is different from other places. In general places, the function of this system is the option of leaving a message to the caller when the called party is inconvenient to answer the call. In the call center, in addition to this feature, impatient customers can leave messages while waiting in line. In addition, the call center's voice mail system should be able to alert agents when new mail arrives.

With the development of CTI technology, the combination of voice mail system and LAN technology is an inevitable trend. Many systems allow users to play and process voice mail in the computer's interface. In addition, many manufacturers develop "Unified Messageing" systems that provide a unified mailbox or processing interface for voicemail, fax, and e-mail. Users do not have to query and process information from different media from different places, so the benefits it brings to users are obvious. For example, users can view or listen to messages while talking on the phone; they can freely move information through the network; they can also issue commands or listen to messages without using a telephone.

When the phone comes in, the Unified Messageing application can show the user all the information about the phone through a pop-up window or other. Users can click to play the welcome recording, wait, transfer to other extensions or leave a message.

Seattle-based Active Voice is a pioneer in this field. Its TELANphony system is a bridge connecting LAN, telephone system, voice processing and PC.

Self-developed speech software

For those users who have special needs for the voice system, the market may not find products that can meet all their needs. At this time, they can develop the required system on their own with the help of some professionals.

The basic resources required for self-development include PCs, voice boards, and voice development software. These development tools generally use a graphical interface and an object-oriented editing high-level language. When purchasing cards directly from manufacturers, many manufacturers provide such development tools.

If the user has special requirements for the system or the user often needs to change the voice processing program, it is necessary to develop the corresponding software on its own.

However, it should be noted that even if users use high-level languages to program, they should have certain technical capabilities. Before you start writing a program, you should first check whether the manufacturer provides a "tool kit" that facilitates simple modifications or development.

Speech Recognition

Voice recognition is much like IVR. The difference is that IVR recognizes the phone key signals from the caller, while voice recognition directly recognizes the customer's voice. And the two are often used simultaneously.

The benefits of speech recognition to customers are obvious, and it saves customers the trouble of looking for phone keys.