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IVR customer service hotline diagram

"Outbound calling.
IVR systems can be used for outbound calls, as IVR systems are more intelligent than many predictive dialer systems, and can use Call Progress Detection to recognize different line conditions as follows:
(1) Answer (the IVR can tell the customer who is calling and ask them to wait for an agent);
(2) Answered by voice mail or answering machine (in these circumstances the IVR system can leave a message);
(3) Fax tone (the IVR can leave a TIFF image fax message);
(4) Divert messages (the IVR will abandon the call);
(5) No answer." [Interactive voice response. Wikipedia]
The IVR customer service hotline diagram example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park. Read more
IVR flow diagram
IVR flow diagram, menu block, button, menu block, main menu, block, button,
"DTMF decoding and speech recognition are used to interpret the caller's response to voice prompts. DTMF tones are entered via the telephone keypad.
Two main varieties of speech recognition are used in IVR: that based upon predefined grammars (used in "directed" dialogues), and that based on statistically trained language models (used in "natural language" dialogues). Directed dialogues prompt the caller with specific questions or options. Natural language dialogues employ open questions (e.g. "How can I help you?"), are more conversational, and can interpret free-form responses.
Other technologies include using Text-To-Speech (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. TTS is computer generated synthesized speech that is no longer the robotic voice traditionally associated with computers. Real voices create the speech in fragments that are spliced together (concatenated) and smoothed before being played to the caller." [Interactive voice response. Wikipedia]
This IVR diagram multipage example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park. Read more
IVR flow 1
IVR flow 1, menu block, button,
IVR flow 2
IVR flow 2, menu block, button, menu block, button,
IVR flow 3
IVR flow 3, menu block, button, menu block, button,
IVR flow 4
IVR flow 4, menu block, button, menu block, button,
IVR flow 5
IVR flow 5, menu block, button, menu block, button,
IVR flow 6
IVR flow 6, menu block, button, menu block, button,
"Interactive Messaging Response (IMR).
As communications have migrated to multimedia so has automation. The introduction of Instant Messaging (IM) in contact centers is starting to take off. Agents can handle up to 6 different IM conversations at the same time and so agent productivity is increasing. IVR technology is being used to automate IM conversations using existing Natural Language Processing software. This is different from email handling as email automated response is typically based on key word spotting. IM conversations are different from email as IM is conversational. The use of text messaging abbreviations and smilies requires different grammars to those currently used for speech recognition. IM is also starting to replace text messaging on multimedia mobile handsets and is expected to become more widely used." [Interactive voice response. Wikipedia]
The IVR messaging system diagram example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park. Read more
IVR diagram
IVR diagram, menu block, button, main menu, block,
"In telephony, an automated attendant (also auto attendant, auto-attendant, autoattendant or AA, or virtual receptionist) allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist). Many AAs will also offer a simple menu system ("for sales, press 1, for service, press 2," etc.). An auto attendant may also allow a caller to reach a live operator by dialing a number, usually "0". Typically the auto attendant is included in a business's phone system such as a PBX, but some services allow businesses to use an AA without such a system. Modern AA services (which now overlap with more complicated interactive voice response or IVR systems) can route calls to mobile phones, VoIP virtual phones, other AAs/IVRs, or other locations using traditional land-line phones." [Automated attendant. Wikipedia]
The IVR time auto-attendant diagram example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park. Read more
IVR flow diagram
IVR flow diagram, menu block, button, main menu, block,
"Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.
In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes.
IVR technology is also being introduced into automobile systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems.
It is common in industries that have recently entered the telecommunications industry to refer to an automated attendant as an IVR. The terms, however, are distinct and mean different things to traditional telecommunications professionals, whereas emerging telephony and VoIP professionals often use the term IVR as a catch-all to signify any kind of telephony menu, even a basic automated attendant. The term voice response unit (VRU), is sometimes used as well." [Interactive voice response. Wikipedia]
The interactive voice response (IVR) diagram template for the ConceptDraw PRO diagramming and vector drawing software is included in the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park. Read more
IVR diagram template
IVR diagram template, phone, menu block, main menu, block, interactive mail,
The vector stencils library "Interactive voice response (IVR)" contains 32 symbols of devices and equipment for drawing interactive voice response (IVR) system network diagrams. Use these icons to develop, operate and maintain the IVR systems for inbound and outbound call centers and voice mail systems.
"Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. ...
DTMF decoding and speech recognition are used to interpret the caller's response to voice prompts. DTMF tones are entered via the telephone keypad.
Two main varieties of speech recognition are used in IVR: that based upon predefined grammars (used in "directed" dialogues), and that based on statistically trained language models (used in "natural language" dialogues). ...
Other technologies include using Text-To-Speech (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. ...
An IVR can be deployed in several ways:
(1) Equipment installed on the customer premises.
(2) Equipment installed in the PSTN (Public Switched Telephone Network).
(3) Application service provider (ASP) / Hosted IVR.
IVR can be used to provide a more sophisticated voice mail experience to the caller. ...
An automatic call distributor (ACD) is often the first point of contact when calling many larger businesses. ...
Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller." [Interactive voice response. Wikipedia]
The clip art example "Interactive voice response (IVR) - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park. Read more
Cell Phone
Cell Phone, cell phone,
Interactive Cell Phone
Interactive Cell Phone, interactive cell phone,
Computer
Computer, computer,
Data Warehouse
Data Warehouse, data warehouse,
Interactive Mail
Interactive Mail, interactive mail,
Credit Card
Credit Card, credit card,
Phone
Phone, phone,
Fax
Fax, fax,
Office
Office, office,
Data transfer
Data transfer, data transfer,
Interactive Voice Mail
Interactive Voice Mail, Interactive Voice Mail,
Interactive Call
Interactive Call, interactive call,
Interactive Payment
Interactive Payment, interactive payment,
Mobile Operator
Mobile Operator, mobile operator,
Caller
Caller, caller,
Main menu block
Main menu block, main menu, block,
Menu block with 1 button
Menu block with 1 button, menu block, button,
Menu block with 2 buttons
Menu block with 2 buttons, menu block, button,
Menu block with 3 buttons
Menu block with 3 buttons, menu block, button,
Menu block
Menu block, menu block,
Button "1"
Button
Button "2"
Button
Button "3"
Button
Button "4"
Button
Button "5"
Button
Button "6"
Button
Button "7"
Button
Button "8"
Button
Button "9"
Button
Button "0"
Button
Button "*"
Button
Button "#"
Button