Howto:MidaVoiceAttendant - Mida Solutions - 3rd Party Product

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Contents

Product Name

Mida Voice Attendant

Certification Status

Image:Recprod.PNG The tests for this product have been completed and it has been approved as a recommended product (Certification document).

Testing of this product has been finalized December 1st, 2007.

Category

Inbound-/Outbound Call Center Applications, incl. Automated Call Distribution and IVR

Functions

  • Automated Attendant
  • Voice Recognition
  • High Performance ASR engine
  • Configurable escalation process

Version

1.5.2

Vendor

http://www.midasolutions.com

Description

Mida Queue Manager is one product of the powerful Mida i-Suite. Mida i-Suite is an integrated software Framework that provides Value Added Services capable to enhance Telephone Voice Applications performances. The following Mida i-Suite products that have been certified in the Innovaphone environment: Mida Billing, Mida VoiceAttendant, MidaRec, MidaQueueManager, MidaBilling. Please refer to the related Wiky article for more information on the other Mida products.

Mida Voice Attendant is an automated attendant solution that that allows callers to be automatically transferred to specific extensions without any manual operation. It uses flexible and configurable IVR interface and a powerful Voice Recognition tool for the recognition of the name or of the office the caller is looking for. It works in SIP VoIP environments, triggering different actions depending from time schedule. All different behaviors are configurable depending on customer needs.

Technology leader Loquendo (www.loquendo.com) tools are used for Voice Recognition (ASR) and Speech Generation (TTS).

During working time, the system gives a welcome message and, after that, asks for the identifier (name or office, for example) of the person the calling is looking for. Thanks to this information the phone call is forwarded to the destination number while a courtesy message is sent to the caller.

In case the called number is busy or not answering, different actions may be put in place: message back to the caller, call transfer to Voice Mail or to a different number, call parking (activation of a specific queue waiting for called number availability, while an information message is sent back to the caller).

All these different behavior may be configured directly by your customer.

Out of working time, the system send a message to the caller related to the working status, and triggers one of the following behaviors, depending on configuration:

  • Courtesy message and hang up
  • Call transfer to an external number
  • Call Transfer to Voice Mail

Easy to use WEB interface is available for configuration and management of the system; powerful statistics to check system behavior are available in an automatic way. Main capabilities of WEB configuration interface are:

  • Generate new custom voice messages according to customers needs
  • Change working time schedule parameters
  • Configure the right system behavior in case particular conditions happen
  • Keep simple directory lists, without need of experts in Voice Recognition Tools Grammatik

Competitive Analysis

Mida Voice Attendand is a unique solution for Automatic Voice Recognition enabling.

Main focus of our solution is:

  • Quality: Loquendo engine is used, market leader in voice technology
  • Reliability: each call is answered and is managed according to the configured path
  • Customizations: Mida is ready to work with the customer and find the best solution for its business
  • Easy to use: no training nor difficult configuration, the system automatically generates its wording data base
  • Best customer management, by using customized voice messages both in answering and in transfering phases

Summary

  • easy to use
  • only basic functionality. Additional functions will be customized and implemented by Mida, depending on the customer
  • scalable by using submenues.
  • caller has the option to use DTMF signals or voice recognition for the extension input
  • comparable to innovaphone's Waitingqueue object, but with more features

For a detailed analysis of the product please have a look at the [[Mida i-Suite - Mida Solutions - Testreport.

Pricing

Voice Attendant is a unique application, with a very aggressive price compared to similar high technology solutions.

Starting from around 5K (end user price) in case of Voice Attendant base configuration, licensing scheme is depending on required Voice Channels. In Base Configuration 2 VoIP channels are included.

Contact

Marco Cortese
Mida Solutions
via Vigonovese, 115
35127, Padova
Tel: +39 049 760 185 / +39 049 762 9752
Fax: +39 049 870 8721
Mail: sales@midasolutions.com
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