Overview

ITS-IVR is an interactive voice response system which provides online banking services over the phone. It establishes a 24-hour automated system that allows bank’s clients to call from any telephone to access information and perform financial transactions without operator intervention.

Callers access a wide range of information including account balances, payment/check verification, locations of bank or ATMs, payment options and a variety of other banking services. Throughout the application, the caller can have the option to transfer to a Client Service Representative for assistance.

The call session is comprised of a series of logical steps that walks a caller through various menus or scenarios to access a specific banking function. Following are standard functions of the ITS-IVR System as well as value-added functions that will provide the competitive edge to the bank. The ITS-IVR Solution will provide services like:

• Account Inquires
• Account Statement
• Fund Transfer
• Voice Messaging
• Cheque Book Request
• General Information and Rates Inquiry

ITS-IVR solution is based on the Envox Communications Development Platform, a Comprehensive set of software tools, hardware interfaces and development utilities designed to help organizations build and run powerful interactive applications integrating voice, fax and data. Key features of Envox 7 include:

• Graphical programming environment that reduces development time by 50% or more
• Supports both IP telephony (VoIP) and PSTN environments
• Integrates with leading telephony and speech products
• Reliable runtime environment that supports up to 240 ports per server
• Powerful management tools for easily configuring, monitoring, and managing large-scale deployments
• Support a wide range of integration with databases, web services and host applications

System Description

ITS-IVR solution consists of three main components as shown in the following diagram. The Communications Server is the runtime server. This server connects to the telephone company and runs the Telebanking application. It can support from 4 to 240 simultaneous calls on a single server. For a large-scale implementation, there will more than one communications servers. Envox Studio is a graphical environment for developing and testing voice applications. It is used to maintain the Telebanking application. Envox Console provides a graphical interface to administer and monitor the communications servers remotely. The three components are described in details in the following sections.