"Call centers use IVR systems to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback. The system may obtain caller line identification (CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information, password and biometrics (such as voice print).
When an IVR system answers multiple phone numbers the use of DNIS ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script.
IVR also enables customer prioritization. In a system wherein individual customers may have a different status the service will automatically prioritize the individual's call and move customers to the front of a specific queue. Prioritization could also be based on the DNIS and call reason." [Interactive voice response. Wikipedia]
The IVR flowchart example "Store reporting" was created using the ConceptDraw PRO software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
When an IVR system answers multiple phone numbers the use of DNIS ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script.
IVR also enables customer prioritization. In a system wherein individual customers may have a different status the service will automatically prioritize the individual's call and move customers to the front of a specific queue. Prioritization could also be based on the DNIS and call reason." [Interactive voice response. Wikipedia]
The IVR flowchart example "Store reporting" was created using the ConceptDraw PRO software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
Store reporting IVR diagram
Interactive Voice Response Diagrams
Interactive Voice Response Diagrams solution extends ConceptDraw DIAGRAM software with samples, templates and libraries of ready-to-use vector stencils that help create Interactive Voice Response (IVR) diagrams illustrating in details a work of interactive voice response system, the IVR system’s logical and physical structure, Voice-over-Internet Protocol (VoIP) diagrams, and Action VoIP diagrams with representing voice actions on them, to visualize how the computers interact with callers through voice recognition and dual-tone multi-frequency signaling (DTMF) keypad inputs.
"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 software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
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 software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
IVR diagram
"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 software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
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 software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
IVR flow 1
IVR flow 2
IVR flow 3
IVR flow 4
IVR flow 5
IVR flow 6
"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.
... common IVR services include:
Mobile - Pay-As-You-Go account funding; registration; mobile purchases, such as ring tones and logos" [Interactive voice response. Wikipedia]
The IVR mobile operator diagram example was created using the ConceptDraw PRO software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
... common IVR services include:
Mobile - Pay-As-You-Go account funding; registration; mobile purchases, such as ring tones and logos" [Interactive voice response. Wikipedia]
The IVR mobile operator diagram example was created using the ConceptDraw PRO software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
IVR flow diagram
"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.
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.
IVR diagram template
"IVR systems are typically intended to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are telephone banking, televoting, and credit card services. ...
Voice-Activated Dialing
... (VAD) IVR systems are used to automate routine enquiries to switchboard or PABX (Private Automatic Branch eXchange) operators, and are used in many hospitals and large businesses to reduce the caller waiting time. ...
Entertainment and information.
Some of the largest installed IVR platforms are used for televoting on television game shows, ... which can generate enormous call spikes. Often, the network provider will have to deploy call gapping in the PSTN to prevent network overload. ...
Anonymous access.
IVR systems allow callers to obtain data relatively anonymously. Hospitals and clinics have used IVR systems to allow callers to receive anonymous access to test results. ...
Clinical trials.
IVR systems are used by pharmaceutical companies and contract research organizations to conduct clinical trials and manage the large volumes of data generated. ... Applications include patient randomization and drug supply management. ...
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...
Other common IVR services include:
Mobile - Pay-As-You-Go account funding; registration; mobile purchases, such as ring tones and logos;
Banking - balance, payments, transfers, transaction history;
Retail & Entertainment - orders, bookings, credit & debit card payments;
Utilities - meter readings; account look-up, history and balance, payment, consumption history;
Travel — ticket booking, flight information, check-in;
Weather forecasts, water, road and ice conditions" [Interactive voice response. Wikipedia]
The IVR services diagram example was created using the ConceptDraw PRO software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
Voice-Activated Dialing
... (VAD) IVR systems are used to automate routine enquiries to switchboard or PABX (Private Automatic Branch eXchange) operators, and are used in many hospitals and large businesses to reduce the caller waiting time. ...
Entertainment and information.
Some of the largest installed IVR platforms are used for televoting on television game shows, ... which can generate enormous call spikes. Often, the network provider will have to deploy call gapping in the PSTN to prevent network overload. ...
Anonymous access.
IVR systems allow callers to obtain data relatively anonymously. Hospitals and clinics have used IVR systems to allow callers to receive anonymous access to test results. ...
Clinical trials.
IVR systems are used by pharmaceutical companies and contract research organizations to conduct clinical trials and manage the large volumes of data generated. ... Applications include patient randomization and drug supply management. ...
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...
Other common IVR services include:
Mobile - Pay-As-You-Go account funding; registration; mobile purchases, such as ring tones and logos;
Banking - balance, payments, transfers, transaction history;
Retail & Entertainment - orders, bookings, credit & debit card payments;
Utilities - meter readings; account look-up, history and balance, payment, consumption history;
Travel — ticket booking, flight information, check-in;
Weather forecasts, water, road and ice conditions" [Interactive voice response. Wikipedia]
The IVR services diagram example was created using the ConceptDraw PRO software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
IVR services diagram
Voice Actors
This interactive voice response (IVR) diagram sample illustrates how ENUM call forwarding can be achieved. It was designed on the base of the Wikimedia Commons file: Call Forwarding with ENUM.jpg. [commons.wikimedia.org/ wiki/ File:Call_ Forwarding_ with_ ENUM.jpg]
"Telephone number mapping is a system of unifying the international telephone number system of the public switched telephone network with the Internet addressing and identification name spaces. Internationally, telephone numbers are systematically organized by the E.164 standard, while the Internet uses the Domain Name System (DNS) for linking domain names to IP addresses and other resource information. Telephone number mapping systems provide facilities to determine applicable Internet communications servers responsible for servicing a given telephone number using DNS queries.
The most prominent facility for telephone number mapping is the E.164 Number Mapping (ENUM) standard. It uses special DNS record types to translate a telephone number into a Uniform Resource Identifier (URI) or IP address that can be used in Internet communications." [Telephone number mapping. Wikipedia]
The IVR diagram example "Call forwarding with ENUM" was designed using 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.
"Telephone number mapping is a system of unifying the international telephone number system of the public switched telephone network with the Internet addressing and identification name spaces. Internationally, telephone numbers are systematically organized by the E.164 standard, while the Internet uses the Domain Name System (DNS) for linking domain names to IP addresses and other resource information. Telephone number mapping systems provide facilities to determine applicable Internet communications servers responsible for servicing a given telephone number using DNS queries.
The most prominent facility for telephone number mapping is the E.164 Number Mapping (ENUM) standard. It uses special DNS record types to translate a telephone number into a Uniform Resource Identifier (URI) or IP address that can be used in Internet communications." [Telephone number mapping. Wikipedia]
The IVR diagram example "Call forwarding with ENUM" was designed using 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.
IVR diagram
Computer Network Diagrams
Computer Network Diagrams solution extends ConceptDraw DIAGRAM software with samples, templates and libraries of vector icons and objects of computer network devices and network components to help you create professional-looking Computer Network Diagrams, to plan simple home networks and complex computer network configurations for large buildings, to represent their schemes in a comprehensible graphical view, to document computer networks configurations, to depict the interactions between network's components, the used protocols and topologies, to represent physical and logical network structures, to compare visually different topologies and to depict their combinations, to represent in details the network structure with help of schemes, to study and analyze the network configurations, to communicate effectively to engineers, stakeholders and end-users, to track network working and troubleshoot, if necessary.
The vector stencils library "Android buttons" contains 36 button icons: floating action button, flat button, raised button, spinner button, pulldown button, dropdown menu item, segmented pulldown button, vertical divider, desktop dropdown.
Use it to design user interface of your Android application.
The shapes example "Design elements - Android buttons" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the "Android user interface" solution from the "Software Development" area of ConceptDraw Solution Park.
Use it to design user interface of your Android application.
The shapes example "Design elements - Android buttons" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the "Android user interface" solution from the "Software Development" area of ConceptDraw Solution Park.
Button icons
Baseball
Being a useful extension to the ConceptDraw DIAGRAM charting and drawing software, the Baseball solution offers the pre-made samples and templates that all can be used as a base for making the professionally-looking baseball-related diagrams. Having the stencil libraries with vector objects for drawing baseball diagrams, plays and illustrations, any ConceptDraw DIAGRAM user might find the Baseball solution a useful tool for making the professionally-looking drawings, vivid and scalable vector sports diagrams to use in documents, presentations and on the websites.
Azure Management
Android User Interface
The Android User Interface solution allows ConceptDraw DIAGRAM act as an Android UI design tool. Libraries and templates contain a variety of Android GUI elements to help users create images based on Android UI design.
One-line Diagrams
One-line Diagrams solution is a powerful electrical engineering tool to develop precise and detailed One-line Diagram, Single-line Diagram, Electrical diagram. This solution supplies the ConceptDraw DIAGRAM users with a wide set of vector libraries with special icons and electrical symbol elements for one-line drawing and electrical engineering diagram design including. It includes a large collection of samples of One-line Diagrams illustrating high-voltage and low-voltage systems, different electrical configurations and topologies, transmission systems, application of circuit breakers, protection electrical equipment, etc. It is perfect for all power-related workers, engineers, electricians, and other professionals working in power engineering and energy industries.
Social Media Response
The Social Media Response Solution is a combination of innovative tools, ready-made libraries objects, templates, and samples of Interactive Flow Charts of any complexity and the Action Mind Maps, which were developed with a goal to help all people related with a social media to boost their social media success fast and easy. This solution extends ConceptDraw DIAGRAM and ConceptDraw MINDMAP with the ability to draw interactive flow charts with action mind map templates, to help create an effective response to applicable social media mentions.
Energy Industry Infographics
Energy Industry Infographics solution is ideal for designing energy-related business infographics, diagrams, charts, illustrations for documents and presentations. It provides a set of libraries with special vector energy industry symbols, icons for electrical power industry, nuclear power industry, fossil fuel industry, and renewable energy industry, energy icons of fuel gas, liquid fuel, solid fuel, industry icons of electrical substations, power plants. Collection of samples including nuclear fuel cycle and energy distribution schematics, electrical substation diagram, energy intelligence dashboard, electricity grid schematics, and many more is also included. This solution is indispensable for all engineers, chefs, managers, marketers, and other professionals working in energy industry.
The vector stencils library "iMessage" contains 8 iMessage GUI elements: keyboards, buttons, microphone icon, message boxes.
Use the library "iMessage" to draw iMessage keyboard, message box and buttons for design of iPhone user interface sketches, mockups and prototypes.
The iOS GUI elements sample "Design elements - iMessage" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the iPhone User Interface solution from the Software Development area of ConceptDraw Solution Park.
Use the library "iMessage" to draw iMessage keyboard, message box and buttons for design of iPhone user interface sketches, mockups and prototypes.
The iOS GUI elements sample "Design elements - iMessage" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the iPhone User Interface solution from the Software Development area of ConceptDraw Solution Park.
iOS GUI: iMessage
MindTweet
This solution extends ConceptDraw MINDMAP software with the ability to brainstorm, review and organize the sending of Tweets.
Website Wireframe
The innovative Website Wireframe solution enhances the ConceptDraw DIAGRAM functionality with newest wireframe tools, libraries with variety of predesigned icons, symbols, buttons, graphics, forms, boxes, and many other vector elements, templates and professionally designed samples, which make it the best wireframing software. Website Wireframe solution gives you significant advantages when designing and maintaining websites, creating skeletal and content-free depictions of website structure, making website prototypes and planning the content arrangement before committing to design, also speeds up the processes of sketching, producing and sharing wireframe examples of website style and interface design.
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