Characteristic features

When we call a modern company we are welcomed by a pleasing voice encouraging us to stay in the service and instructing us how to get to desired information or contact an agent.

Until we select an option to contact an agent who will welcome us and answer our questions, it is the automated customer care service that is responsible for our communication with the company. The automated customer care service interacts with a customer through delivering information prepared in the form of pre-recorded sound files and following the options selected by him via a touch-tone keypad. In this way customers specify subjects of their inquiries or information they need.

This automated customer care service, following the defined algorithm and providing specific functions on the defined menu levels, is called Interactive Voice Response (IVR) system.

Key benefits

• Efficient customer care service handling a vast number of customers and optimizing services
  
• Substantial cost reduction
• Better exploitation of the existing human and system resources
• Integration with the client’s systems to present dynamic data in IVR system (e.g. with application of TTS or pre-recorded prompts)
• Option to replace navigation via a touch-tone keypad (DTMF) with voice navigation through ASR
• Vast scalability of the platform enabling system extension along with the growing company needs
• Easy and quick implementation

Functionality of Javira IVR Platform

Javira IVR is a platform for building and starting voice applications, which comprises several inter-cooperating
modules exchanging data. These modules include:

• IVR application logic layer – built in Java or Javira Studio graphic tool.
• Framework interface – covering low-level functions and providing user-friendly API interface.
• NaviVoice – responsible for communication with telecommunications interfaces (CT Hardware)
  

Architecture

Characteristics of Javira

• Javira is independent of operating system and telephone platform.
• Its architecture is agile – it allows in easy way to create connectors to different telephone platforms, TTS synthesizers and ASR.
• It makes possible to integrate with third party systems such as DBs, LDAP, HTTP, POP3, SMTP cheaply and efficiently.

How to use Javira

• Directly programming within framework with the aid of dedicated API (embed application logic within the Java-based reusable components - custom blocks)
• Graphical designing IVR by Javira Studio application (GUI)

Javira Programming Language is Java. Java Performs Values

• Multi-platform interoperability, designed for large-scale projects
  
• Many different libraries for easy integration with technologies such as JDBC, RMI, CORBA, JMX, SOAP, HTTP, FTP, TCP/IP, XML, LDAP, JTA, JAAS, JNI, JNDI, JINI and so on ...
• Fast build and deployment process
• Easy way of testing and debugging (mostly due to linkage model)
• Simplicity (object-oriented, small language, lack of pointers, single inheritance, automatic memory allocation and garbage collection)

Javira Studio

Javira Studio is a dedicated module used for building voice application logic within IVR platform. The module enables easy and intuitive development of basic IVR structures without knowledge of any programming or script languages, which is especially important when the portal is administered by a person who is not an expert in computing.

Reports

Javira IVR supplies mechanisms for preparing various statistical data and reports.

• path report – logs the time spend by a customer in the system; reported details allow to specify selected options and percentage length of the played announcements
• traffic report – logs statistical data regarding number of calls and activations of particular applications and scenarios
• tree report – logs the most frequently used options (nodes) in the system NaviVoice – responsi-ble for communication with telecommunications interfaces