Research And Design On Programmable Flow Module For IVR System

IVR (Interactive Voice Response ) was widely utilized in the voice value adding business, it could enhance the quality and save the cost of paging service ( IVR is a technology as well as a method of custom service, its professional name is Voice Navigation, but not a concept of operation). Along with the development of technology, IVR developed a lot and can broadcast the information according to the customer's input information, which could be a hint for manipulating or an actual content of information. Utilizing IVR could make the customer enjoy the information service 24 hours a day, could enhance the quality of service and coordinate the process of the customers' manipulation. If IVR was installed in the paging center, most paging could be automatically, thus 60% cost could be saved, meanwhile eliminate the working burden of the paging agent, make him only to deal with the paging which manual manipulation is necessarily required. Furthermore, IVR system is available for access anywhere and anytime, thus it was highly appraised by the customers.With the maturing of the Chinese paging market and the growth of the customers from middle and small enterprises, the customers' requirement for the process and content of IVR will be more and more detailed, diversified and easy tovary. For example, the previous work flow editor could hardly meet the requirement of the customer, according the writer's experience, due to the frequent change of the requirement from business and customer and the system lacks the flow module on the base level, only one change on one step will make the system hard to operate. In some of the sectors in which the IVR is utilized, due to the complexity of the system, the maintenance, modification is deadly inconvenient. In fact, such customers maybe only need a product with a simple and nice interface, which can be operated without the operator's IT knowledge background. Such a product was called as Call Flow Editor - Call Flow Product. The flow and content of this product is easy to be modified, no need for IT knowledge, no need for second commissioning, and this product has a very nice user interface. That is to say - gain what you saw, user take the advantage of the graphic editor to compile the flow and content, then everything is competed. Thus, we could notice that the flow design play a important role in the IVR utilization. This article is based on the considerations as above described, discussing the research and design of the programmable flow module for the IVR system.The advanced philosophy of the design, open and flexible structure and good inter-platform capability could be utilized to various sectors such as: telegraphic, finance, government, taxation, ecology, hospital, middle and small electricity corporation, real estate/ possession management/ real estate consultancy company, tourism, midlle and small banks, air corporation ( airport ), railway, manufacturing, electric utility, transportation, motor sales, trading company, police, cigarette etc.