Interactive Voice Response Project

Client Overview

Our client provides different types of IT support services to the local residents. Since the demand for IT support increased over the past few years, our client decided to open several new offices across the Florida State. In a short span of six months, the IT support company expanded their business rapidly.

The Problem

One of their well known services was providing quick IT solutions over the telephone. Customers would call the help center with questions. Then the phone operators would forward those calls to different type of technicians depend on the situation. The phone operators are on duty hardware support technicians. This was practical when the support team members are all in one office. Due to the rapid expansion, the company lacked man power. In addition, some of the experienced employees are transferred to different offices. The branch managers reached a unanimous agreement to replace the phone operators with Interactive Voice Response (IVR) so that experienced support technicians can focus on their duty and train new employees.

The Solution

In order to be cost efficient, our client outsourced IVR project to RayooTech. RayooTech engineers took in sample call data and online support chat data to generate a simple IVR call flow. Then JvoiceXML is used to implement the system. JvoiceXML stands for Java Voice Extensible Markup Language; it is an implementation of voiceXML 2.1. VoiceXML allows the creation for audio dialogs and features Speech Recognition Grammar Specification (SRGS). SRGS enables speech recognition and DTML input. Users can navigate through the IVR system by either speaking keywords or selecting number options with their phone keypad. The simple IVR system received a lot of appraisals from customers. In fact, many customers requested the client to add additional features to the IVR.

The client requested RayooTech to create a web application that enables ease update for the IVR call flow. The web application should store office open hours, office location, repair status, and free simple computer solutions. For the open hours, office location and repair status, RayooTech engineers created a private web application. Anyone can access office hours and locations, but only customers with a repair ID can access the repair status. The web application was implemented using Java, Strut, Tomcat, MySQL and etc… For the free troubleshooting service, our engineers created database contain simple fix for small IT problems. For the troubleshooting section, IT solutions were divided by categories, and question type. If a problem can’t be solved using the free service, the customer would be forward to a technician.

Conclusion

The IVR system can easily distribute important/beneficial information to customers. It is cost and time efficient to the IT services. RayooTech demonstrated to the IT company that we are the right company for IT outsourcing.

“RayooTech engineers are brilliant. We were able to cut down cost and much more effectively management our hardware support team.” – said branch manager.

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