Your message. Our solution.
Your message. Our solution.
At VoicePort, we hold on to some very important truths…
That communication is key.
That clarity is king.
That technology can help improve more than process.
Technology is constantly changing the way we work, the way we live, and even how we see the world around us. Our job is to provide better solutions for better results to the industries we serve.
That’s the foundation of what we do at VoicePort – we use technology to do more for our clients, to do better for the industries we serve, and to help better serve those who matter most – your business, your industry and the people you serve.
At VoicePort, we’re not simply in the business of automation or technology. We’re in the business of helping people. That’s what we believe, and that’s what we do.
When deploying an effective IVR application, there are many important details to be considered. Too often, Interactive Voice Response (IVR) technology utilizes “insider terms”–it’s confusing for customers, offers too many options, and callers become frustrated, often leading them to abandon the call.
With a solution that implements your business strategy and brand, our IVR solution provides the opportunity to customize the right message at the right time for the right individual.
The following are a list of terms commonly used to describe the technology.
The Voice User Interface (VUI) is the most important aspect of any speech application. It is what differentiates a good application from a bad application. VUI’s must be designed conversationally, and prompt the caller for logical responses. When the prompt is not enough, the VUI must provide the caller with additional support to guide them through their call successfully. When a caller fails to respond how the system expects, it is not the caller who has failed, it is the speech application. VoicePort’s dynamic VUIs utilize a continuous improvement process. Our goal is to create the most efficient application possible, meeting both you and your customers’ needs.
Grammar in a speech application includes all the recognized phrases for a particular response. For example, a question seeking a yes or no answer may also recognize when the caller responds with variations of these responses: yeah, yup, nah, nope… etc. It will also recognize natural speaking, such as the caller saying “ummm, yes.” The application has a number of responses it looks for, and it listens to the caller for those responses. Our applications handle many different dialects and recognize grammar specific to the regions where they are implemented.
Tuning is the process of customizing a speech application to your particular needs. No two people say the same word exactly the same. Tuning can include editing prompts and grammar to reflect regional dialects in order to improve the automation rates of your application. VoicePort engineers listen to recorded phone calls to hear where the errors occur and make any necessary adjustments for better performance. A great deal of tuning occurs before official deployment, but it is an on-going process to continuously improve automation rates.
Barge-in is the ability to interrupt the speech application with a response. Callers who use the system more frequently can avoid listening to their options and simply state what it is they are looking for. At the same time, those who are less familiar with the speech application will be provided with “helper prompts,” which aid them in their transaction.
DTMF (Dual-Tone Multiple Frequency), or “touch-tone,” is a signal to the phone company that is generated when you touch a telephone touch key. The VoicePort system automatically switches between speech and touch-tone, accepting caller input without the need for a hotkey to invoke the different applications. We also use a confidence score to ensure the most critical information is accurately collected.