Interactive Response

Description:
Avaya Interactive Response is a standards based speech self service IVR platform that enables enterprises to automate end caller transactions via speech recognition and touch tone applications. Avaya offers a choice of either a complete turnkey hardware, software and application solution or a software only development platform that can be installed on industry standard Sun Solaris hardware.

Avaya Interactive Response enables businesses to harness sophisticated voice and speech enablement technologies to increase deployment of self service interactions capable of serving global, international, and multi-lingual customers.

Avaya Interactive Response is offered on industry standards based Solaris platforms and ships standard with web integrating infrastructure components like Apache Web Server for initiating http and https requests, XML support, and JDBC interfaces. A core JAVA middleware component makes it easy to integrate self service with a variety of backend environments. Open multiprocessor SUN platforms allow Avaya to deliver large numbers of services per IVR server in a small cost effective footprint.

Avaya Speech Applications Builder, Avaya provides a complete VoiceXML application design and deployment environment that allows for faster services creation and simpler management. Speech Applications Builder enables businesses to develop complex speech applications more rapidly, and will enable those applications to be maintained more easily, resulting in a lower total cost of ownership.

Support of VoiceXML 2.0 standards provides Interactive Voice Response and Web application developers with the capability to write VoiceXML applications in their development environment of choice while still supporting the existing Voice@Work scripts migrated from their existing CONVERSANT platforms.

As part of the Avaya Customer Interaction Suite, Avaya Self Service integrates tightly with Interaction Center and Operational Analyst to provide seamlessly integrated self and assisted service. Interactive Response can access business rules and workflow in Interaction Center to determine treatment in the self service application. The results of the self service interaction can be sent to Interaction Center for use in routing or self service reporting.

Interactive Response can also be used with Avaya Predictive Dialing applications to automate outbound communications. The Avaya solution offers enterprise contact center customers increased flexibility in managing inbound, outbound and blended customer interactions.

Features:
Open Standards-based Platforms
Avaya provides a complete turnkey solution running on industry standard SUN Solaris servers.

Scalable server options plus flexible configurations from turnkey to software only allow enterprises to more effectively meet design, capacity, and price criteria.

IP Telephony and Traditional Configurations
Interactive Response support concurrent and co-resident IP and traditional ISDN T1/E1 configurations on the same server.

Interactive Response supports a variety of applications from stand-alone network connected self service applications to tight integration with the call center. By supporting international standards based interfaces, Interactive Response can work in a large number of different configurations and in multiple countries.

VoiceXML 2.0 Compliant Voice Browser
VoiceXML 2.0 compliant voice browser provides a standards based interface for speech applications.

Extend self service investments by speech enabling existing web based applications using VoiceXML. VoiceXML allows for extensive reuse of investments in applications, infrastructure, and programming resources. VoiceXML provides a standard way to provide applications in a platform independent way.

The object tag functionality of the browser can be extended to allow access to Interactive Response functionality that is not in the current VoiceXML specification and to provide access to legacy dips.

Open Standards-based Interfaces
JDBC for database access. Validated databases include:

• Oracle 8i, 9i, 10g.
• Sybase 12.x
• Informix 9.21, UC4,
• Microsoft SQL 7.0, 2000
• IBM DB2 V7.

Generalized HTTP/XML interface

• Pre built connector for Siebel 7.X
• SAP and Peoplesoft as custom.

CTI interface JTAPI 3.0 A rich set of connectors allow for rapid development of self service applications that need access to enterprise data using one of these standard interfaces.

Legacy Avaya IVR Applications Migration Support
IVR Designer and special upgrade pricing make it easier to consolidate IVR applications to a single, industry standards based platform. Avaya Interactive Response simplifies applications and data migration from previous versions of Avaya IVR and CONVERSANT.

Avaya helps protect business investment in self service applications as the product line evolves. By providing a migration path from previous versions of the Avaya product line, Interactive Response provides a mechanism for migrating existing applications forward, while providing a platform to move forward with speech and VoiceXML.

International Language Support
Interactive response supports a large set of languages for speech, text to speech, and speaker verification provided by Avaya Speech partners.

US/Canada English, UK English, Australian English, Singapore English, South African English, European French, Canadian French, European Spanish, Latin American Spanish, Catalan, Brazilian Portuguese, Italian, German/Austrian, German, Swiss German, Dutch, Swedish, Norwegian, Danish, Finnish, Czech, Hungarian, Polish, Russian, Greek, Hebrew, Turkish, Korean, Japanese, Cantonese, Mandarin (China), Mandarin(Taiwan).

The same self service application can be deployed to support multilingual businesses, meet government requirements, or standardize deployments around the globe.

Worldwide Services and Support
Avaya Global Services and DevConnect Members provide local support, solutions discovery, applications development, and professional services to meet business needs.

Avaya Global Services or DevConnect Members extend the capabilities of the platform by providing professional services expertise, third-party packages, and custom development.

Universal port Capabilites
Universal Touch-Tone, Fax, TDD, and voice and speech capabilities are offered on the all channels.

Allow businesses access applications through multiple methods and provides a single solution for self service, fax service, and TDD.

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Call us at 1-800-579-9600 or 732-805-3400
Email: sales@platcomm.com