IVR stands for Interactive Voice Response. It is a technology that allows a computer to interact with humans through Voice, DTMF (Dual Tone Multi Frequency) and ASR (Automatic Speech Recognition). Nowadays, IVR applications are more than just to provide simple static announcements to callers. IVRs are responsive and intelligent enough to understand who is calling and sometimes even know why is calling? Of course, the why part this is a well-calculated guess.
We often heard about VXML while talking about IVR Applications. There is a reason behind it, the standards for IVR application development is VoiceXML. People who work on VoiceXML also familiar with CCXML, we will talk about it on our coming blogs. VoiceXML known as VXML is a digital document standard for specifying interactive media and voice dialogues between human and computers.
How do IVR Applications work?
Technically, VXML applications are developed and deployed in a manner analogous to how a web browser renders the HTML. Let us revise web-based applications request life-cycle, it will help us to understand VXML application request cycle. When we type a web address e.g. www.unifiedexpert.com in a browser, it goes to a server and server responds with some reply. In web applications, the reply comes in the form of images and text. This is the reason we get fancy stuff while hitting the above URL.
Similar is the case with VXML applications. Voice Gateway (which acts same as a voice browser) receives the caller request, it sends it to some web server (Tomcat, IIS, or WebLogic) where VXML applications usually been hosted. The server responds with response (in the type of VXML document) and voice gateway (more specifically the voice browser) plays that to the customer. If we see modern IVR Architecture Blog Diagram, this is how it looks;
Unifedexpert has expertise in design, development of IVR applications for telcos, banks, e-commerce and many other industries. Our engineers have an excellent experience with Cisco, Avaya and Open Source IVR design, development and integration. We have experienced integrating IVR applications with world-famous Business Support Systems like Ericsson Charging (IN), Oracle Siebel, MS CRM, TABS, SalesForce, SugarCRM, Entrust and Flexcube.