Design And Implementation Of IVR Intelligent Management System

As one of the key technologies of computer telephony integration, Interactive Voice Response(IVR) is an essential part of Call-Center. It responds to voice of users as well as buttons, and gives response according signal processing based on the user’s request, and this makes corporations serve their clients more efficiently, thus helps lower the labor cost and increase the net profits.With the application of visualization techniques, we can provide menu display of Interactive Voice Response(IVR) System to the managers directly, as well as the using frequency of each menu. According to the using frequency of menu, the managers can identify functions which are commonly used by customers, then set the popular functions to the forward position of Interactive Voice Response(IVR) System, which making the customers to find the required function more easily, and training customers to use IVR system of habits.Aiming at visual IVR intelligent management system, the research status and development tendency of IVR technology was summarized at first based on much literature review in this paper, and then the main contents and research meaning of this paper were concluded, furthermore the detailed analysis of IVR intelligent management system evaluation model was given combined with some basic concepts, which laid the foundation for the design of IVR intelligent management system, besides of above, the function design, system software design and programming of IVR intelligent management system were completed,and it mainly includes IVR access record, IVR analysis and optimization, IVR workflow visual configuration and so on, at the same time, the overall architecture of system software was listed, and the key technology used in this paper was pointed out, then the completed programming in view of the different functional modules was carried out, at last, debugging and application benefit analysis of IVR intelligent management system was studied, at last the conclusion was given, and future work planning was prospected.In summary, a set of IVR intelligent management system was designed in this paper, and the system can effectively improve the efficiency of enterprises, reduce the cost of enterprises, so it has certain application value.