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By understanding your business needs better, we can provide more specific insights from our experiences.
If you would like to tell us more about your business objectives or know more about our services, email us at sales@alohatechnology.com |
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We, at Aloha Technology have created applications that interface with IVR systems at various levels in areas like IVR surveys, IVR based statistical analysis etc. This technology is getting popular in the hospitality industry with the launch of the Microsoft Speech Server.
IVR interface to an application has become very easy due to multiple vendors providing robust SDK's.
We have built speech recognition as well as DTMF based IVR systems. We have used some of the popular SDK's and Server technologies available in the market. |
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| - Microsoft Speech Server |
| - Asterisk Development |
| - Avaya |
| - Project Snapshots |
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| Microsoft Speech Server |
Our most frequently used server is the Microsoft Speech Server using the Microsoft Speech Application Software Development Kit.
The Microsoft Server leverages SALT as the backend framework. We are equally comfortable working with VoiceXML based application. The choice of technology would probably be governed by the platform most of your customer base is installed on. |
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| Voice Based Online Billing System |
“When a customer calls a number, the call gets diverted through the MS speech server to a .aspx page. The page then asks for the credit card details starting with the name of the company, followed by the 16 digit number and expiry date. Both these can be submitted through voice or DTMF (by pressing the numbers on the telephone).
After these details, it asks for a transaction number of a transaction that the customer is trying to pay for. It then accesses the amount to be paid from the database (using the transaction number) and asks the client to confirm the same. On a 'yes' it, the application clears the amount against the credit card company. In case of a failure it allows for another credit card to be entered. In case of an absolute failure the transaction is deleted from the database. In case of success, it flags the transaction as 'ready to ship'."
This particular application snippet was created for a customer, hence our inability to provide you with sample code. Due to the ease of use of the Microsoft SDK via the Visual Studio controls, we can easily create a new sample code for you. Do let us know what type of a particular function you are looking for. On the other hand, we could try and decouple the above stated application and compile the code before sending it across to you. |
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| Web Application with Microsoft Speech Technology |
| With this Application, dealerships can improve and measure customer satisfaction through a dealership notification system. Such a system allows the dealership to automatically contact customers to remind them of appointments, notify them of missed appointments, advise them of recall campaigns and conduct customer satisfaction surveys. It can also drive revenues by customer mining calls. The technologies involved included Front End- ASP.NET (C#). Back End- MS Speech Server 2004 Telephone Application Simulator, MSSQL Server 2000. |
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| Asterisk Development |
Asterisk is the most popular and extensible open source telephone system in the world, offering flexibility, functionality and features not available in advanced, high cost proprietary business systems. Asterisk is a complete IP telephony platform for business, and can be downloaded for free.
Asterisk is now at the forefront of open source VoIP development and changing the telecommunications market at a fast disruptive rate.
It also provides interoperability with other VoIP protocols such as SIP, MGCP, and H.323. These features plus a modular, flexible, and expandable design, enable enterprises as well as individuals to deploy VoIP services in a very cost-effective manner. Our expertise with the Asterisk Open Source IP-PBX allows us to design cost effective solutions to interface SIP-based environments with enterprise applications.
We also have experience in working on AGI. AGI is the Asterisk Gateway Interface, an interface for adding functionality to asterisk with many different programming languages. Perl, PHP, C, Pascal, Bourne Shell - it's your choice, really.
We have done projects on integration of Ruby with telephony, collaboration, and messaging.
The project snapshots below are intended to give a brief idea about our expertise in the IVR domain, and the technical scope of our experience. These projects are dramatically different in size, complexity and technologies involved. |
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VoIP Calling Services Asterisk Implementation |
Our client provides VoIP Services across the globe. Our client was using disparate components such as SIP registrars and voice mail servers from various vendors in order to provide their VoIP services. They needed to obtain an integrated solution. They were interested in Asterisk, the open source IP PBX. They approached us for a solution based on Asterisk. We developed a solution that was able to provide multiple features and components and the flexibility for customization at very low costs.
Our client now uses Asterisk for basic softswitch functionality including SIP registrar, feature server for voice mail or conference calling and specialized e911 call routing. We were able to customize their Asterisk deployment to address challenges such as poor Internet connections and a network with many different vendors of IP phones. Network issues such as high packet loss, jitter, delay and packet fragmentation which affect performance were also resolved to a large extent. |
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| Avaya |
Aloha has a strong hold on working on Avaya IVR Systems. We have developed a number of Interactive Voice Response applications that reside on Avaya and Intuity Conversant Voice Information Systems, as well as Windows Telephony applications that utilize the Avaya CT Server.
We have done development of Avaya IR Platform/ Self- Service solutions for a contact center environment. |
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| Contact Centre Avaya IVR Solution |
Our client is a leading UK based online retailer. They provide multiple purchase options to their customers, including purchase via the phone through their contact center.
With a high year-on-year growth rate, they needed to implement a best-in-the-class contact center application solution in order to avoid the eventuality that their contact centre operations would become a bottleneck in their growth plans and customer service levels.
Interactive Response is a standards-based self service platform for contact centers. It enables enterprises to automate voice transactions using speech and touchtone to enhance customer satisfaction. The application was mainly designed through AVAYA Dialog designer and Eclipse, an IDE for developing Contact center applications. These IDEs, in background uses multiple components actually developed in C, C++.
This solution developed for them was then integrated into their Avaya Infrastructure. Ordering becomes very easy for the customer, thanks to this Interactive Response solution, which handles and segregates various order types, making them very accessible for the customer. The overall customer experience thus becomes a straightforward and satisfying one. The benefits accrued by are client through this solution include: Increased Flexibility, Improved Customer Service, Increased Efficiency and Increased Revenue Opportunities, since their agents can now pursue upselling more effectively as the solution handles basic customer service functions. |
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| Project Snapshots |
| The project snapshots below are intended to give a brief idea about our expertise in the IVR domain, and the technical scope of our experience. These projects are dramatically different in size, complexity and technologies involved. |
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With a high level of expertise supported by a hand-picked team from the leading technical and management education institutes of India, we have developed experience and technological expertise in the area of software development for high-end mission critical solutions that are robust, scalable and fault tolerant.
Talk to us today on how we can partner together to help you create a cutting edge IVR solution. |
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| Contact Center Interactive Response System |
| This is a Computer Telephony based project used in contact centers of various companies which provide services to the customers so that the customer support level and satisfaction can be increased and round the clock service can be provided to their customers. In this system, the user dials a toll free number and gets a response from the system in audio form. It uses SIP/H323 protocols. It has two parts, one is Voice Communication Server another is IPCS. The user can send a request either in the form of speech when he talks in a phone while responding to the IVR prompts or he can press a key on a telephone keypad. Third party speech recognition software is used for the speech recognition part. Another way to interact with the IVR is through tones. i.e. user presses a particular key in response to the prompts from the IVR. And the (TTS) text to speech software is used to convert the given text into the voice. This is required to read and play the prompts from the xml file. |
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| Status IVR |
| This IVR is used by company employees to check the status of their company transportation. It has three main services i.e. Cab Status, Cab Pickup and Cab Drop. The employee can key in his employee ID and get information about his Cab pickup and drop for any two days in advance. The admin module was developed in VB6. |
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| IVR based call-tree system |
| This is a disaster recovery system to facilitate a major bank in Singapore to conduct call-tree exercises for their employees using IVR technology and to generate various reports based on the system data. The technologies involved in this project were Visual C++, MFC, VB, Crystal Reports, Intel Dialogic IVR, SQL Server 2000 |
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| IVR System |
| Interactive Voice Response (IVR) applications enable callers to query and modify database information over their telephone using speech or by dialing digits on their telephone. Callers can use their touch-tone pad to input requests or just say what they want to do, such as ordering a product, obtaining a work schedule, or requesting account balance information, and the database speaks information back to the caller-using Text-to-Speech IVR can connect to any ODBC compliant database in addition to Microsoft Access, Microsoft Excel, dBase, Microsoft FoxPro, Paradox, Btrieve, Oracle and Microsoft SQL Server. IVR System is designed to allow for unattended operation. If there are any problems or an attendant is required to change the archive media, Reflex IVR System will notify the attendant via visual/audio alarm, e-mail or even pager if service is available |
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| Traffic Network |
It is a Location Based Geographical Information System, with three interfaces.
Traffic Network Web Application (TNWA)
Traffic Network Mobile Web Application (TNMWA)
Traffic Network Interactive Voice Recognition System (TNIVRS)
This Project utilizes a web service for different functionality for instance Map Point 3.0 for map functionality, Address Doctor Validator for address suggestions and Trips123 for Traffic Details. It is a three tier application implemented with two level abstractions in each layer to get reusability.
This Project is aimed towards providing current traffic details to a traveler for his/her route. The Traveler has to input the start and destination address. This System provides a map depicting the optimal route in green color. It gives the directions, travel time, delay time as well as exit summary for a route. The technologies used included ASP.NET, C#, WML, MS-Speech Server, Java Script, WML Script, Database MS-SQL Server.
This system has the following features:
- It suggests addresses to the traveler if address inputs by the traveler are not precise.
- A Traveler can save his routes, which are frequently used by him.
- It gives route directions to the user with travel time and distance for each turn.
It indicates a traffic jam on the map by means of an icon on the map, it also provides the exit summary and delay time for each traffic jam.
The most prominent feature of project is 'Set Alert' in which a traveler can set a route as set alert and can specify time interval and mode of getting information like by SMS, by Email, by phone.
A Traveler can view an Alternate Route as well in order to travel through the optimal route. |
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| Key Features |
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Created Applications that interface with IVR systems at various levels. |
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Built Speech recognition as well as DTMF based IVR systems |
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Extensive experience on Avaya and Microsoft Speech Server |
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Expertise in the Asterisk Open Source IP-PBX and AGI |
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Done Projects on the integration of Ruby with telephony, collaboration and messaging. |
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| Customer Speak |
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"Aloha technology has consistently exceeded our expectations, meeting our design requirements and communicating effectively through out the project. I recommend them without any reservations". |
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CEO,
Telecommunications Company,
U.S.A. |
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