The In-IVR™ [DEMO] platform from INOV allows the telephone interaction of customers with services provided by the telecommunications operators, reducing costs by means of the reduction of resources and wait lines in call-centres.
The In-IVR™ platform from INOV is an answer to the demands of the world of today's telecommunications, in a way adapted to the customers' expectations.
One of the main advantages of the platform is the fast release of new services by the Telecommunications Operator, with facilitated interaction with varied external environments (e.g. proprietary databases, modification of existing services, introduction of new services).

The main competitive advantages of the In-IVR™ platform are:

• Scalability - The platform is scalable, from a minimum configuration of 30 channels and few calls a day, to distributed systems with several machines and hundreds of thousands of calls per day.
  
• Reliability - Systems based on the In-IVR™ platforms of INOV give "blameless" up-times, reaching several consecutive months without the need of intervention. In redundant configurations, with more than one machine, the services can typically work at 100% in a 24/7 regime during a period arbitrarily long.
  
• Openness - In-IVR™ is in its essence an open system, capable to support services whose specificities can be defined case by case, as the voice used, the various phases of the dialogue, or the database they use. Additionally, the services are expanded to FAX, Internet, E-mail, SMS, WAP, etc., according to customers needs.
  
• Simplicity - In-IVR™ can be interpreted as black boxes with a pre-defined behaviour, typically with two terminals: one terminal of primary accesses for reception and routing of outgoing calls, and one TCP/IP terminal for accessing one or more databases.

The characteristics of In-IVR™ combine to assure a reliable service, based on the latest technology, modular and versatile, with evolution possibility according to the customer's needs and telecommunications sector.

INOV platforms have after-sales warranty, and are maintained by in-house maintenance and technical attendance teams.

Customers

The In-IVR™ platforms from INOV support today some of the most important products and services of companies like PORTUGAL TELECOM (Portuguese incumbent telecommunications operator) and TMN (Portuguese largest GSM operator) , with functionalities of voice recognition, FAX, Internet, and from suppliers and manufacturers such as DIALOGIC, PHILIPS, NUANCE, SIEMENS, and ERICSSON.

The implemented services are from directory assistance services to systems for the configuration of customers' data, with traffic of more than 400.000 calls per day, from fixed or mobile networks. The In-IVR™ platform from INOV integrates presently with commuters such as EWSD from SIEMENS or AXE of ERICSSON, in some cases with specific protocols.

Voice recognition includes groups of words from a few dozens up to some dozens of thousands. Voice synthesis is made with a variety of forms, from a few pre recorded sentences to the concatenation of more than 10.000 words, always with professional quality, or even falling back upon TTS (Text-To-Speech) technology in services that justify it.

The redundant configurations are capable of recovering from situations of failure in a fast and automatic way, most of the times transparently to the customers. The reliability is high, with key components with MTBFs (Mean Time Between Failure) over 10 years. The In-IVR™ platform from INOV connects in a very natural way with maintenance, monitoring and alarm platform SIMA™ from INOV, giving the maximum quality of services at every hour.

DOWNLOAD OF THE PRESENTATION OF In-IVR [ pdf - 100Kb]