Interactive Voice Response Systems

1. Interactive Voice Response Systems Mark Lewis – Tenmast Software Jeffrey Howard – Howard Day & Associates

2. Interactive Voice Response

3. What is IVR? • Automated interaction with callers • Answers common questions • Provides real time answersto callers • Inbound Vs. Outbound Calling

4. Inbound Examples • Current Account Balance • Current Monthly Rent Amount • Status and Position on Waiting List • Status and Scheduled date time of Work Orders • For Clients Only • Latest news • IVR enrollment for meetings/classes

5. Outbound examples • Inspection Appointment Reminders • Landlord and Tenant • Caseworker Appointment Reminders • Late Notice Reminders • Client Notification • Emergency events • Schedule or location changes

6. Benefits • Fully automated – no employee interaction • More efficient than a live operator • Better customer service • Less expensive than mail out reminders • Reduce the number of “No Shows” • Real-time answers • Available in Spanish • Outbound IVR can be hosted without hardware investment

7. IVR Design and configuration Jeffrey Howard of Howard, Day and Associates • A partner with Tenmast Software since 2004 • Over 20 years of experience in automatic customer interaction solutions, messaging services, and billing interfaces

8. Accessing data • IVR Connects to SQL database over the internal network • Assures callers receive most current in information. • Eliminates headaches in trying to maintain an IVR only database

9. Network tOpology • IVR located within HA computer network – connects directly to Tenmast Database to provide real-time information • Typical phone connection is analog. Can also support T1 and Voice Over IP

10. System design • To provide most effective solution, IVR is delivered in a Dell OptiPlex mini tower • Ideal for IVR solutions involving up to 4 phone lines • PC includes a voice card for telephone connections, and IVR related software

11. Hardware requirements • Intel Pentium IV • 2048 MB RAM typical minimum • 32 bit OS (XP, W2003, W2008, Windows 7) • PCI or PCI-Express slot • Make sure available slot will accommodate card from both a technology and size standpoint

12. Script programming

13. VOIP capability • Voice Over IP does away with need for telephone interface cards; • Eliminates potential BIOS issues due to voice hardware card • Allows us to work with greater range of platforms (example: Rack mount 1U) • Newer compression techniques reduce network overhead

14. Virtualization • Allows 1 server to service multiple responsibilities • Reduces power and heating/air conditioning, as less servers • Supported with Voice Over IP • Dialogic current release is with Windows 2003; VMware ESXI 4.0, Update 1 • Reduces cost of ownership by eliminating dedicated platform.

15. Determining required ports • If service already being done by humans --- • Look at statistics to know how many calls handled • Look at phone system to spot calls not being handled (aka “dropped calls”) • If new service • Look at formulas at www.erlang.com • Start on low side – review phone system stats – can always add ports • IVR tends to handle calls faster as call flow is more regimented.

16. Hosted outbound IVR • Quick Deployment, infrastructure already in place • Lower capital expenditures, reduce network operations and decrease support and maintenance costs • All administrative chores such as monitoring, reports and HA account set up included • Achieve better use of internal resources and concentrate on core activities.  

17. SMS Messaging • A mainstream communication tool • Convenient and easy to use • High reading rate • Fast and low cost

18. Text Messaging • Could be used for emergency notifications • Section 8 inspections • Inbound updates from repair staff • Tenant or Landlord should opt-in • Some phone plans still charge for texts • Client may have a phone number other than the main contact set aside for texts

19. questions