The Ipcc Based On Voice Recognition Interactive Voice Response System

With the quick development of the economy and advancement of the social information, the consumers present more and more high requests about the service quality of the enterprise. For winning the customer, the enterprise must hold the needs of the consumer accurately and respond quickly to the consumers' request. Therefore, more and more enterprises build their own Call Centers. The Call Center also developed from based on PSTN network to based on IP network which was called IPCC (IP Call Center).Interactive voice response system is a necessary part of Call Center. Traditional Interactive voice response system is using a key-press manner. With the development of speech recognize and speech synthesize, interactive voice response system based on speech recognize is an inevitable trend in IVR technology. So the research of Interactive voice response (IVR) system is of great significance both in theory and practice.This article expatiated the procedure of researching and developing the interactive voice response system based on speech recognize. Firstly, the article introduced the knowledge of Call Center and the background knowledge, the holistic architecture and the module division of IP Call Center middware project. After this, the article introduced the architecture of Voice IVR system. Then the article expatiated the algorithm and technology of speech recognize. Next the article expatiated the procedure of researching, developing and implementing the Voice interactive UI using VoiceXML language. Next the article showed 2 ways to research and develop the speech recognize engine. One way is using the result of other engine to match the database. The other way is to build speech recognize engine based on HMM. In the end the article summarized the whole content and gave some aspects needed to develop in future.