Smart Grid Solutions: IVR for Public Power Systems
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IVRFOR PUBLIC POWER SYSTEMS
APPA BUSINESS & FINANCE CONFERENCESeptember 22, 2010
Steven E. CollierVice President, Business Development
Milsoft Utility Solutions
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WHAT IS IVR?
IVR = Interactive Voice Response
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WHAT IS IVR?
IVR is a system of computer software and hardware that: Connects to one or more public telecom networks, Accepts external user input via the network(s), Analyzes that input,Interacts with one or more internal users and/or applications, and Communicates results to the user.
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WHAT IS IVR?
IVR is typically used by electric utilities for automated communications and commerce with customers
as well as communications with employees, business partners, and
/ or the general public.
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HOW DOES IT WORK?
IVR must be integrated with other systems: External Telecom Network(s)
May require special interface hardware / software Internal Telecom Network(s)
May require special interface hardware / software Utility Applications
ERP, CIS, EA, OMS, GIS, e-Commerce
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HOW DOES IT WORK?
IVR software has three interdependent functions: Accept information from user
recording, keypad pick list, voice recognitions, text entry
Logic and interfaces to complete desired applications report a problem, request a service, complete a transaction
Respond to user pre-recorded voice, voice emulation, text message, email
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WHAT DOES IT DO?
Accept information from user Voice recording (i.e., voice mail) Voice recognition Keypad pick list entry Text entry
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