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One way to improve the quality of customer service at a dial-up information center is to integrate a voice response system that can access and play back selected information stored in databases with computer telephony services, such as those provided by Avaya Interaction Center (IC). Avaya IC is a comprehensive Multimedia Contact Center solution for customer relationship management. It routes, manages, records, and reports on customer interactions across communication channels including Web, email, and telephony.
Avaya Computer Telephony for IC supports the Avaya IR system, enabling the Avaya IR system to communicate with both the telephone caller and the Avaya IC computer system.
With IC Integration, you can develop IVR Designer applications that perform actions such as:
While the application is running, it has synchronous access to Avaya Computer Telephony for IC services. For example, an application can be directed to retrieve information from a database in response to a caller's request, and then read that information aloud to the customer by playing pre- recorded sound bites or messages.
Worthy of special mention is a technique you could use to let a caller hear messages recorded in his or her native language. If the customer's language preference is identified in the database, you could issue the Avaya Computer Telephony external function getvox to find out which language the Avaya IR system should speak to the caller. Then, if you have recorded messages in several languages, you could call selected vocabulary items from the appropriate foreign language vocabulary file.
Role of the VOX Server
The VESP_DIP installed on the Avaya IR system provides the means to access Avaya Computer Telephony services such as data retrieval and telephone call transfers. It enables the Avaya IR system to interact transparently with Avaya Computer Telephony for IC across the network.
As illustrated below, Avaya IR applications invoke VESP_DIP external functions to communicate with Avaya Computer Telephony. Requests for Avaya Computer Telephony services pass through a TCP/IP connection into the VOX Server which interprets the DIP commands. The VOX Server passes on the application's requests to the appropriate Avaya Computer Telephony components and returns the responses in a form that the Avaya IR system can comprehend. The commands issued to the VOX Server are described in detail in the Avaya Interaction Center VOX Server Programmer's Guide.
The functions contained in the DIP are described in the Avaya IVR Designer Help.
