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Interactive Voice Response
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems. IVR systems can be used to create self-service solutions for mobile purchases, banking payments, services, retail orders, utilities, travel information and weather conditions. In combination with systems such an automated attendant and automatic call distributor (ACD), call routing can be optimized for a bet ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Dual-tone Multi-frequency Signaling
Dual-tone multi-frequency (DTMF) signaling is a telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment and other communications devices and Automatic telephone exchange, switching centers. DTMF was first developed in the Bell System in the United States, and became known under the trademark Touch-Tone for use in push-button telephones, starting in 1963. The DTMF frequencies are standardized in ITU-T Recommendation Q.23. The signaling system is also known as ''MF4'' in the United Kingdom, as ''MFV'' in Germany, and ''Digitone'' in Canada. Touch-tone dialing with a telephone keypad gradually replaced the use of rotary dials and has become the industry standard in telephony to control equipment and signal user intent. The signaling on trunks in the telephone network uses a different type of multi-frequency signaling. Multifrequency signaling Before the development of DTMF, telephone numbers were dialed with rotary dials ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
SRGS
Speech Recognition Grammar Specification (SRGS) is a W3C standard for how ''speech recognition grammars'' are specified. A speech recognition grammar is a set of word patterns, and tells a speech recognition system what to expect a human to say. For instance, if you call an auto-attendant application, it will prompt you for the name of a person (with the expectation that your call will be transferred to that person's phone). It will then start up a speech recognizer, giving it a speech recognition grammar. This grammar contains the names of the people in the auto attendant's directory and a collection of sentence patterns that are the typical responses from callers to the prompt. SRGS specifies two alternate but equivalent syntaxes, one based on XML, and one using augmented BNF format. In practice, the XML syntax is used more frequently. Both the ABNF and XML form have the expressive power of a context-free grammar. A grammar processor that does not support recursive gramma ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Screen Pop
Screen pop is a call centre term that refers to the feature of a computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call. For ''inbound'' calls, the data displayed typically contains call information such as: * Caller ID (CID) * Automatic number identification (ANI) * Dialed Number Identification Service (DNIS) * Information entered from an Interactive voice response (IVR) system. * Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent. For ''outbound'' calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record. See also * Computer telephony integration Computer-telephony integration, also called computer–telephone integration or CTI, is a ge ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer Telephony Integration
Computer-telephony integration, also called computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between telephones and a computers to be coordinated. The term is predominantly used to describe desktop-based applications that improve user efficiency, though it can also refer to server-based functionality such as automatic call routing Routing is the process of selecting a path for traffic in a Network theory, network or between or across multiple networks. Broadly, routing is performed in many types of networks, including circuit-switched networks, such as the public switched .... See also * Automatic number identification (ANI) * Automatic call distributor * Dialed Number Identification Service (DNIS) * PhoneValet Message Center * Predictive dialer * Screen pop * Telephony Application Programming Interface (TAPI) * Telephony Server Application Programming Interface (TSAPI) * Computer-supported telecommunication ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Prioritization
Prioritization is the activity that arranges items or activities in order of urgency. In the context of medical evaluation it is the establishment of the importance or the urgency of actions that are necessary to preserve the welfare of client or patient. In the clinical context, establishing priorities aids in the rationale and justification for the use of limited resources. Priority setting is influenced by time, money, and expertise. A risk priority number assessment is one way to establish priorities that may be difficult to establish in a health care setting. Software has been designed to assist professionals in establishing priorities in a specific business setting. References External links * {{subject bar, auto=y, d=y, q=y, wikt=priority Time management, Clinical data management Clinical research Nursing informatics Nursing theory Evaluation ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Caller Line Identification
Caller identification (Caller ID) is a telephone service, available in analog and digital telephone systems, including voice over IP (VoIP), that transmits a caller (telecommunications), caller's telephone number to the called party's telephone equipment when the call is being set up. The caller ID service may include the transmission of a name associated with the calling telephone number, in a service called Calling Name Presentation (CNAM). The service was first defined in 1993 in International Telecommunication UnionTelecommunication Standardization Sector (ITU-T) Recommendation Q.731.3. The information received from the service is displayed on a telephone display screen, on a separately attached device, or on other displays, such as cable television sets when telephone and television service is provided by the same vendor. Value to society includes allowing suicide-prevention hotlines to quickly identify a caller, and enabling businesses (for an example, restaurants and flo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
DNIS
Dialed Number Identification Service (DNIS) is a service offered by telecommunications companies to corporate clients which identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to internal destinations or activation of special call handling. For DNIS service, the telephone company sends a sequence of typically four to ten digits during call setup. Direct inward dial (DID) service also provides DNIS. For example, a company may have a different toll-free telephone number for each product line it sells, or for multilingual customer support. If a call center is handling calls for multiple product lines, the corporate telephone system that receives the call analyzes the DNIS signaling and may play an appropriate recorded greeting. For interactive voice response (IVR) systems, DNIS is used as routing information for dispatching purposes, to determine which script or service should be activated based on the number that ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telecommunications
Telecommunication, often used in its plural form or abbreviated as telecom, is the transmission of information over a distance using electronic means, typically through cables, radio waves, or other communication technologies. These means of transmission may be divided into communication channels for multiplexing, allowing for a single medium to transmit several concurrent Session (computer science), communication sessions. Long-distance technologies invented during the 20th and 21st centuries generally use electric power, and include the electrical telegraph, telegraph, telephone, television, and radio. Early telecommunication networks used metal wires as the medium for transmitting signals. These networks were used for telegraphy and telephony for many decades. In the first decade of the 20th century, a revolution in wireless communication began with breakthroughs including those made in radio communications by Guglielmo Marconi, who won the 1909 Nobel Prize in Physics. Othe ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Java (programming Language)
Java is a High-level programming language, high-level, General-purpose programming language, general-purpose, Memory safety, memory-safe, object-oriented programming, object-oriented programming language. It is intended to let programmers ''write once, run anywhere'' (Write once, run anywhere, WORA), meaning that compiler, compiled Java code can run on all platforms that support Java without the need to recompile. Java applications are typically compiled to Java bytecode, bytecode that can run on any Java virtual machine (JVM) regardless of the underlying computer architecture. The syntax (programming languages), syntax of Java is similar to C (programming language), C and C++, but has fewer low-level programming language, low-level facilities than either of them. The Java runtime provides dynamic capabilities (such as Reflective programming, reflection and runtime code modification) that are typically not available in traditional compiled languages. Java gained popularity sh ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Grammar
In linguistics, grammar is the set of rules for how a natural language is structured, as demonstrated by its speakers or writers. Grammar rules may concern the use of clauses, phrases, and words. The term may also refer to the study of such rules, a subject that includes phonology, morphology (linguistics), morphology, and syntax, together with phonetics, semantics, and pragmatics. There are, broadly speaking, two different ways to study grammar: traditional grammar and #Theoretical frameworks, theoretical grammar. Fluency in a particular language variety involves a speaker internalizing these rules, many or most of which are language acquisition, acquired by observing other speakers, as opposed to intentional study or language teaching, instruction. Much of this internalization occurs during early childhood; learning a language later in life usually involves more direct instruction. The term ''grammar'' can also describe the linguistic behaviour of groups of speakers and writer ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Natural Language Processing
Natural language processing (NLP) is a subfield of computer science and especially artificial intelligence. It is primarily concerned with providing computers with the ability to process data encoded in natural language and is thus closely related to information retrieval, knowledge representation and computational linguistics, a subfield of linguistics. Major tasks in natural language processing are speech recognition, text classification, natural-language understanding, natural language understanding, and natural language generation. History Natural language processing has its roots in the 1950s. Already in 1950, Alan Turing published an article titled "Computing Machinery and Intelligence" which proposed what is now called the Turing test as a criterion of intelligence, though at the time that was not articulated as a problem separate from artificial intelligence. The proposed test includes a task that involves the automated interpretation and generation of natural language ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Springer Science+Business Media
Springer Science+Business Media, commonly known as Springer, is a German multinational publishing company of books, e-books and peer-reviewed journals in science, humanities, technical and medical (STM) publishing. Originally founded in 1842 in Berlin, it expanded internationally in the 1960s, and through mergers in the 1990s and a sale to venture capitalists it fused with Wolters Kluwer and eventually became part of Springer Nature in 2015. Springer has major offices in Berlin, Heidelberg, Dordrecht, and New York City. History Julius Springer founded Springer-Verlag in Berlin in 1842 and his son Ferdinand Springer grew it from a small firm of 4 employees into Germany's then second-largest academic publisher with 65 staff in 1872.Chronology ". Springer Science+Business Media. In 1964, Springer expanded its business internationally, op ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
