RedResponse® - IVR, ACD, Mass Calling, Televoting
Return to Products | Previous Article | Next Article
RedResponse is Redwood’’s family of custom Interactive Voice Response (IVR) applications. Interactive Voice Response allows calls to be handled automatically, or with an optimum combination of live answering and automation. RedResponse is suitable for both environments.
Where RedResponse is complementing live answering, it can also be used as a Communications Server, providing integrated services for desktop applications. A convenient method of achieving this is to use Microsoft’’s TAPI, with RedResponse acting as a TAPI Server.
IVR implemented badly can become a Public Relations nightmare. RedResponse has been designed to provide the widest range of technical options for the design of IVR services, with easy to use application development tools that can be used by the end user. Examples of RedResponse applications are:
Airline Flight Arrivals
Using Speech Recognition to identify the flight number, and the option of delivering the flight information to a fax machine.
Sales Order Processing
Voice prompts instruct the customer which data to enter from their tone dial telephone (Product Code, Quantity, etc). Order Acknowledgement is faxed back to the customer.
Telephone Banking
Customer can receive information on their current account balances, recently cleared cheques, etc.
Home Mortgage Service
Using Speech Recognition, callers are prompted for details of their requirement (house value, current salary, age, etc). At the end of the interaction the caller is told how much they are likely to be offered as a loan, and asked if they want the application forms sent to a fax machine.
Credit Card Insurance
Callers can input the details of all of their credit cards, and bill the service to one of the cards. If a card is stolen or mislaid, they can call the system to suspend the card. The system is on-line to all of the major credit card companies.
RedResponse combines the critical features of an IVR system with easy to use application development tools. It provides a full range of voice processing and fax processing facilities, with call control of analogue or ISDN lines. These are manipulated with graphical tools. A high performance database engine allows each RedResponse system to handle up to 360 concurrent database transactions. RedResponse provides PBX integration through Q-Sig or DPNSS.
A graphical system utility (RTConductor®) provides system configuration and application management, either locally or remotely. Configuring an application, and assigning system resources, are simplified with RTConductor’s graphical tools. From lines, to voice and fax, resources are allocated to applications with a few mouse clicks. An application can be easily assigned to a DID/DDI number, or to a group of numbers, and scheduled to be available only at specific times.