Xtend Interactive Voice Response System (IVR) is a Rapid Application Development toolkit with advanced features for implementing Interactive Voice Response Systems quickly and easily. Any Computerised Telephony Integration solution can be implemented with reduced cost, time and complexity using our toolkit.

Xtend IVR has extensive support for telephony voice cards like PIKA, Ocha, Synway, Donjin, SIP, NMS, Diva Server, Ai-Logix, H.323, Dialogic, TAPI, Sangoma etc. Few of the application areas include telebanking, stock enquiry, railway and flight information, televoting, astrology, courier tracking, hotel booking, physician consultation, election campaign, result announcement etc.

Technical Diagram

Features

Built-in Scripting Language

The power of Xtend IVR resides in its scripting language which is simple to learn, flexible and easy to code. Complex telephony operations like call transfer, speech recognition etc. can be coded in just a couple of lines of script.

Support for Multiple Voice Devices

Xtend IVR implements a driver model for interfacing with voice devices. This enables Xtend IVR to support practically any voice device in the market. Xtend IVR is the only toolkit in the market with extensive support for multiple voice devices. Supported devices include PIKA, Ocha, Synway, Donjin, SIP, NMS, Diva Server, Ai-Logix, H.323, Dialogic, TAPI, Sangoma etc. Additional voice devices are being supported on an ongoing basis, depending on customer requests and device availability.

Comprehensive Database Support

Xtend IVR provides database functions to access SQL Server, DB2, Oracle, Sybase, Access and other standard databases via ADO and ODBC. In most cases, SQL statements can be directly invoked from inside the script to obtain the required data. Advanced database functionality can be implemented by interfacing to any of the supported languages.

Language Interfaces

The scripting language includes the ability to call functions written in VBScript, Javascript and Perlscript (Windows Scripting Host), functions written in C# or VB.Net (.Net Framework 1.0, 1.1 & 2.0) and the ability to call programs written in Foxpro, Clipper, Visual Basic, C, C++ and other legacy languages.

Scalability and Multi-port Support

Xtend IVR works right from a single port voice device to a 4000+ port T1/E1 solution with no changes in code. This means that when coding for a single port IVR, if the developer extends multi-thread support, then the same can be deployed for a 4000 port IVR or above. Xtend IVR also supports clustering of systems to provide for higher port densities of 4000+ ports and to provide for fail-over/redundant backup.

Text to Speech and Speech Recognition

Support of all Speech API 4.x and 5.x compatible engines for Text to Speech. UT8 string are supported for TTS enabling support of foreign language speech engines. All Speech API 5.x engines are supported for Speech Recognition. Ability to dynamically create and load multiple recognition grammars. Ability to perform speech cut-through on complete recognition of sentence, on recognition of the first word and in presence of speech.

Multi-language Prompts

The scripting language is designed from ground up for easy multi-language prompt support and enables the user to implement IVR support for multiple languages quickly. The innovative number to speech technology enables numbers, dates etc. to be spoken out in English, Hindi or Malayalam.

Run-time Customisation

Xtend IVR has the capability to change the logo bitmap and also set the messages that appear in the window title and its about dialog box so as to facilitate developer customisation.

Enhanced Features

Xtend IVR supports advanced features like background play, real-time mixing, voice logging, conferencing and faxing capability that enables one to provide superior voice and fax solutions with minimal effort.

Service Ports

Support for general purpose ports to implement additional functionality not directly related to, but playing a supporting role to the IVR. For e.g. polling a serial device every 10 seconds or for retrieving mail every 3 minutes etc. These general purpose ports run the same scripting language, enabling one to quickly implement background tasks.

Multimedia Ports

Support for multimedia devices for streaming audio to multiple channels. For e.g. the input of the sound card mic can be taken and provided to all callers who dial into the system. Such an implementation could be used for providing a real-time radio / music channel service to callers.

Internet Support

Support for HTTP, FTP, SMTP and POP3 protocols enable you to obtain information from the web, download files, send and retrieve mail directly using the scripting language. The newer protocols like web services and RSS (samples included) are supported by interfacing with a next generation language like C#.

Plugin Interfaces

Xtend IVR supports a plugin interface to enable easy extensions to its scripting language. This permits implementation of additional functionality if such customisation is required. For example, the inbuilt database functionality and SMTP/POP3 access is implemented as plugins.

Script Compiler

Xtend IVR supports compiled scripts, so that end user modification of script files can be prevented. To prevent any sort of tampering, Xtend IVR scripts are tokenised, encrypted and check-summed.

Full-fledged Developer Edition

Unlike a conventional development environment which requires the use of two phone lines to test and debug the IVR prompts, the Xtend IVR Developer Edition simulates an incoming call in software which allows the IVR development to be done on any multimedia system. In fact the developer edition is completely free for you to try out and can be downloaded from here.

Bulk SMS Services

Supports the ability to send and receive SMS messages via a standard GSM modem. Comprehensive support for Unicode text, long sms and Flash messages are also present. SMS support is available as a separate software pack that must be purchased independently.

Core Benefits

Automated Phone Services

The deployment of Xtend IVR in an organisation reduces the cost of common sales, service, collections, inquiry and support calls to a large extent.

24/7 Operational Hours

The IVR system can effectively handle higher volume of calls at any time. The flexibility of operating continuously allows callers to interact with the IVR system during or after official hours without the help of any support staff.

Faster Access to Information

Now, customers can get the complete information from the IVR system within few moments as it uses a powerful database for quick processing and faster retrieval of the related enquiry details. Instead of waiting for a long time to get the details of account balance, bill details, payment due dates etc., just dial up the Xtend IVR system to fetch the latest information.

Save Time and Reduce Call Cost

Implementation of the automated system saves large amount of time as the IVR solution can interact with multiple callers at the same time. The system can drive down the complete cost with automatic dialing as it utilises a calculated amount of time while carrying out a particular transaction.

Multi-lingual Prompt Support

Xtend IVR supports TTS and ASR engines in order to interact with customers in multiple languages. This facility allows for an effective customer service thus enabling users to easily understand and input their own information without any error for faster processing of transactions.

Applicable Areas  Xtend IVR

Pre-paid Astrology Consultation Service

Individuals or companies that provide astrology consultation services can implement our Interactive Voice Response System (IVRS) for simplifying their business purposes. One of the Indian Company decided to implement the IVR system to completely automate the consultation services. To know more about the implementation and working of an IVR system in an astrological center...
 

Updated Currency Rates and Conversion

Any person who is going to deal - buy or sell - internationally will first refer to the latest currency rates. IVR system developed by Xtend can easily handle these operations to provide the caller with the information related to currency rates and conversions. 

Examination Result Announcement

When an examination result is released, almost all the official phone numbers in an educational institutes are flocked with enquiries. Under such situation, handling calls become extremely difficult as there may be less staff to answer the incoming calls. To simplify the process, Xtend brings you the most efficient mode of automated services through its interactive voice response system with multi-language support. Within few moments, our IVR system can give you the right information in an interactive language. To get more details about the IVR implementation in schools, colleges etc.. 
 

Lottery Result Announcement

An IVR system can be used to retrieve information on lottery results. A common man can get the lottery results by keying in the date of draw and the lottery ticket number. To know more about the implementation... 
 

Reservation Status Enquiry System

It always happen that people have to spend a large amount of time to get the booking status. The customer support staff also gets exhausted performing repititive tasks over phone, so to simplify call operations and maximise productivity with limited resources implement Xtend IVR in your organisation. You will find best results in less time. 

Surveys, Opinion Polls and Questionnaires

Automated IVR telephone surveys, opinion polls and questionaires are a cost-effective way to collect data from the common people on the basis of which an outline can be developed to respond to customer requirements quickly. Also, this an alternative method to web surveys or polls when the survey has to be carried out for population that is not web-enabled. To have a detailed knowledge about the IVR telephone surveys... 
 

Tele-banking Implementation

Tele-banking has become the fastest and easiest way to carry out bank transactions over phone. IVR-based automated information system is the latest addition in the list of a bank's value-added services. This system not only provides the latest accurate information to the customers at their fingertips but also eases the job of bank's personnel resulting in enhanced productivity, reduced paper environment and streamlined staffing. To learn more about different types of services in tele-banking and its implementation through automated services, click here. Some of the services in tele-banking where IVR system can be implemented for an effective customer service is given below:Read More.. 

Account Balance Enquiry

A person who has an account - whether it is savings, current or any other - in a bank would like to know his account balance status any time. 
 

Cheque Book Request

A person who has an account - whether it is savings, current or any other - in a bank will naturally expect excellent services from their bank. 
 

Mini Statement Enquiry

A person who has an account - whether it is savings, current or any other - in a bank would like to know the status of his accounts any time. 
 

Ticket Reservation system for Movies

In today's scenario, a person who wants to watch a movie in a theatre has to reserve the seat in advance or should reach the theatre premises, before the show starts, to stand in a queue to purchase the tickets for the show. Management has to spend money for recruitment of extra staff and on the other hand, the theatre is flooded with people for ticket booking creating chaos in the premises. To streamline the ticket booking process in the theatre premises IVR can be implemented for announcing the upcoming movies and advance ticket booking.