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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 telecommunications, 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 standing alone 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 ACD, call routing can be optimized for a better ca ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Dual-tone Multi-frequency Signaling
Dual-tone multi-frequency signaling (DTMF) is a telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment and other communications devices and 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 supplied to telephone customers, starting in 1963. DTMF is standardized as ITU-T Recommendation Q.23. It is also known in the UK as ''MF4''. The Touch-Tone system using a telephone keypad gradually replaced the use of rotary dial and has become the industry standard for landline and mobile service. Other multi-frequency systems are used for internal signaling within the telephone network. Multifrequency signaling Before the development of DTMF, telephone numbers were dialed by users with a loop-disconnect (LD) signaling, more commonly known as pulse dialing (dial pulse, DP) in the United States. It functions by int ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
CCXML
Call Control eXtensible Markup Language (CCXML) is an XML standard designed to provide asynchronous event-based telephony support to VoiceXML. Its current status is a W3C recommendation, adopted May 10, 2011. Whereas VoiceXML is designed to provide a Voice User Interface to a voice browser, CCXML is designed to inform the voice browser how to handle the telephony control of the voice channel. The two XML applications are wholly separate and are not required by each other to be implemented - however, they have been designed with interoperability in mind Status and Future *CCXML 1.0 has reached the status of a Proposed Recommendation. The transition from Candidate Recommendation to Proposed Recommendation took 1 year, while the transition from Last Call Working Draft to Candidate Recommendation took just over 3 years. *As CCXML uses extensively the concepts of events and transitions, it is expected that the state machines used in the next CCXML 2.0 version will take advantage of ... [...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, 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 References {{DEFAULTSORT:Screen Pop Telephone service enhan ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer Telephony Integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing. Common functions By application type CTI applications tend to run on either a user's desktop, or an unattended server. ;Common desktop functions provided by CTI applications * Screen popping - Call information display (caller's number (ANI), number dialed (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details. *Dialing - Automatic dialing and computer-controlled dialing (power dial, preview dial, and predictive dial). *Phone control - Includes call control (answer, hang up, hold, conference, etc.) ... [...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'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 Union—Telecommunication 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 use by suicide-prevention hot lines and enabling businesses "like pizza restaurants and florists" to quickly have confidence in telephoned orders. The ... [...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 is the transmission of information by various types of technologies over wire, radio, optical, or other electromagnetic systems. It has its origin in the desire of humans for communication over a distance greater than that feasible with the human voice, but with a similar scale of expediency; thus, slow systems (such as postal mail) are excluded from the field. The transmission media in telecommunication have evolved through numerous stages of technology, from beacons and other visual signals (such as smoke signals, semaphore telegraphs, signal flags, and optical heliographs), to electrical cable and electromagnetic radiation, including light. Such transmission paths are often divided into communication channels, which afford the advantages of multiplexing multiple concurrent communication sessions. ''Telecommunication'' is often used in its plural form. Other examples of pre-modern long-distance communication included audio messages, such as coded drumb ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Java (programming Language)
Java is a high-level, class-based, object-oriented programming language that is designed to have as few implementation dependencies as possible. It is a general-purpose programming language intended to let programmers ''write once, run anywhere'' ( WORA), meaning that compiled Java code can run on all platforms that support Java without the need to recompile. Java applications are typically compiled to bytecode that can run on any Java virtual machine (JVM) regardless of the underlying computer architecture. The syntax of Java is similar to C and C++, but has fewer low-level facilities than either of them. The Java runtime provides dynamic capabilities (such as reflection and runtime code modification) that are typically not available in traditional compiled languages. , Java was one of the most popular programming languages in use according to GitHub, particularly for client–server web applications, with a reported 9 million developers. Java was originally developed ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Grammar
In linguistics, the grammar of a natural language is its set of structure, structural constraints on speakers' or writers' composition of clause (linguistics), clauses, phrases, and words. The term can also refer to the study of such constraints, a field that includes domains such as phonology, morphology (linguistics), morphology, and syntax, often complemented by phonetics, semantics, and pragmatics. There are currently two different approaches to the study of grammar: traditional grammar and Grammar#Theoretical frameworks, theoretical grammar. Fluency, Fluent speakers of a variety (linguistics), language variety or ''lect'' have effectively internalized these constraints, the vast majority of which – at least in the case of one's First language, native language(s) – are language acquisition, acquired not by conscious study or language teaching, instruction but by hearing other speakers. Much of this internalization occurs during early childhood; learning a language later ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Natural Language Processing
Natural language processing (NLP) is an interdisciplinary subfield of linguistics, computer science, and artificial intelligence concerned with the interactions between computers and human language, in particular how to program computers to process and analyze large amounts of natural language data. The goal is a computer capable of "understanding" the contents of documents, including the contextual nuances of the language within them. The technology can then accurately extract information and insights contained in the documents as well as categorize and organize the documents themselves. Challenges in natural language processing frequently involve speech recognition, 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, t ... [...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, o ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Application Server
An application server is a server that hosts applications or software that delivers a business application through a communication protocol. An application server framework is a service layer model. It includes software components available to a software developer through an application programming interface. An application server may have features such as clustering, fail-over, and load-balancing. The goal is for developers to focus on the business logic. Java application servers Jakarta EE (formerly Java EE or J2EE) defines the core set of API and features of Java application servers. The Jakarta EE infrastructure is partitioned into logical containers. *EJB container: Enterprise Beans are used to manage transactions. According to the Java BluePrints, the business logic of an application resides in Enterprise Beans—a modular server component providing many features, including declarative transaction management, and improving application scalability. * Web container: the ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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