Aculab, a leading provider of enabling technology for the communications market

The IVR market is everywhere

Without doubt, interactive voice response (IVR) has become the ubiquitous technology in telecommunications applications. IVR solutions that allow a computer to detect DTMF and voice inputs, and respond with pre-recorded or dynamically generated audio to further direct users on how to proceed, now have a myriad of uses that are mostly taken for granted.

The essence of an IVR system is its ability to offer 'self-service' for the user and it is typically used to service high call volumes, thus it can both reduce cost and improve the customer experience. Examples of typical applications where IVR platforms are widely used include: automated attendant; credit card transactions; customer contact services; directory assistance; information services; messaging; mobile prepaid; telephone banking; televoting (mass calling); and voice dialling.

Many large companies use IVR services to extend their business hours of operation and there are many industries and vertical markets, such as healthcare, media, entertainment, travel, and utilities, that rely on IVR-based applications.

Given the ubiquity of IVR, some might say the market is saturated, however, that is far from certain. The migration to IP-based application platforms and service providers' imperatives for reducing costs is driving IVR consolidation. The opportunity exists to replace carriers' multiple, legacy IVR systems with open, scalable and highly functional products based on IP and VoiceXML/CCXML.

Aculab provides all you need

Since introducing the world's first 'all-in-one' voice board in 1998, Aculab has been setting the standard for IVR. Whatever your need for IVR functionality, Aculab has the media processing technology to drive your success.

Beneficially, Aculab is able to offer a choice; from its range of IP-centric, DSP-based Prosody X boards to its host-based (SoftDSP or HMP) option, Prosody S. And you can use Prosody X for converged or mixed IP/TDM environments, where you still need PSTN connectivity.

Additionally, Aculab's VoiceXML/CCXML interpreter set offers a powerful and scalable design option for platform vendors and service providers alike. It is the fastest, most cost-effective, high performance solution available today, which is an effective combination in any language.

IVR system features and capacities vary depending on the market segments they target. Small to medium enterprises (SMEs) may look to enhance their IP-PBX with an IVR-based auto-attendant using Prosody S, while larger companies will require a board-based solution for a hybrid contact centre, perhaps also using automatic speech recognition (ASR) and text-to-speech (TTS). Carriers and service providers need IVR to provide a wide range of subscriber messaging and large scale, hosted service offerings. Some design options are illustrated in the image.

More solutions

If you are an enterprise, a carrier or a service provider looking for an IVR or service delivery platform, find out from our partner pages which of our innovative customers are offering IVR solutions.

For vendors looking to build IVR platforms, you can find more product information by visiting the media processing or IP boards and software and VoiceXML/CCXML pages.

Visit the case studies page to see how some of our customers have used Aculab products to develop IVR solutions.

Professional services

Aculab's holistic approach to support also embraces consultancy, which is available to help you with your IVR solution development. If you need help getting started with IVR, including information about middleware and bespoke software development options, talk to our professional services team.

Aculab's enabling technology, including its Prosody portfolio of media processing boards and HMP software, with the option of a VoiceXML/CCXML interpreter, provides all of the essential functionality you need to build compelling IVR solutions: