NET Framework installed on your PC is also needed. I have built my IVR application in C#, so you need an IDE (Integrated Development Environment) supporting this programming language, such as Microsoft Visual Studio.In this project I will explain the implementation of both of them. Instead of DTMF signalling, IVR systems can be also controlled with human voice commands (voice control). It receives the customer’s responses given by their touch-tone telephone keypad entry (DTMF signal). Usually your callers can access some simple actions through the IVR or you can ask to be forwarded to a live agent. For better understanding, IVRs are voice menu systems that can direct the customers to the menu points they need. Due to this fact, applying effective call managing options (call queuing, call forwarding, call holding, etc.) has become inevitable.Įach well-functioning call center has an Interactive Voice Response (IVR) menu that takes a lot of toll from the agents, because it helps the customers to access to basic services in connection with usually their account details or the products/services available. It is essential for good call centers to be able to handle large amount of simultaneous calls, because among large companies hundreds of phone calls might come in simultaneously.
Their main task is serving the customers that is usually done by the sales and technical support departments as product support, telemarketing or market research. In today’s business world call centers are conquering even more territory than ever.
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