The interactive voice response server (IVR Server) solution is perhaps one of the most important recent advances made in communication technology. IVR servers are a great means for reducing the operational costs within any company through minimizing the need for human interactions with customers. For example, banks can present their customers with all the account information they require without actually putting them through to a live operator. If in the beginning, IVR servers were used primarily by call centers, today the number of applications of IVR servers is practically limitless as this technology continues to evolve and include more and more features.
The OKEFORD Media Platform, presented by the well established Telesoft Technologies which entered the Indian market over five years ago, is amongst the select few IVR servers that are used by the largest companies throughout the world for a wide range of applications. A wide range of solutions, from payments and service orders to even workforce management, can be handled in a safe and secure environment through using IVR servers. In India, the OKEFORD Media Platform is by far the most deployed solution, currently serving in excess of 120 million mobile subscribers. The OKEFORD Media Platform is a core network interactive voice response server that has high performance features such as the 500,000 busy hour call completions and optical STM-1/OC-3 interfaces making this IVR amongst the more powerful of IVR servers available on the market.
Telesoft Technologies is present with its IVR servers in all the 22 mobile service area circles of India and works with the largest customers, including TATA, Aircel, Uninor and numerous others. Throughout the country, Telesoft Technologies has performed nearly 100 installations and now serves over 123 million subscribers. Also, the number of announcements made each day exceeds 190 million. The traditional issues encountered by companies operating in India, such as having to support mixed GSM and CDMA networks and the requirement to support multiple languages for customer interactions are all well supported by the high quality IVR servers presented by Telesoft Technologies. Telesoft Technologies also has a large install base of IVR servers in the United States, under the recently bought Cognitronics CX Series media server brand as well as the OKEFORD Media Platform brand, working with many of the largest operators to provide network announcements and enhanced value added services for end customers.
Among the large number of services that all customers using IVR servers are able to benefit from, some of the most important include pre call announcements that are possible before a call is ever placed, but also self care services for customers, balance checking, information, news and entertainment services. The IVR servers that are being offered by Telesoft Technologies are suitable for a constantly increasing range of applications, and the benefits for all companies that implement this solution are quite notable.
GSM service providers that use pre paid mobile top-up systems for customers can achieve considerable revenue increases through using IVR servers which provide, among numerous others, the following benefits:
– helps reduce the size of the call centers but also the costs related to multi-lingual staff requirements;
– allows for a fast paced infrastructure expansion, with the possibility to add ten to fifteen million new subscribers each month;
– improves overall customer satisfaction and reduces churn rates by permitting incredibly high peaks in call volume without causing long waiting times.