invoxivr
01-15-10, 03:18 AM
Hi - I am a developer trying to implement phone automation for web hosting companies using WHMCS. The platform is based on Invox (www.invox.com). They support speech recognition and have coverage in 40 countries.
I have some questions and I need some feedback on the app's usefulness
Basically, the goal is to automate as much as we can using the phone system. Also, I notice that most of the webhosting companies offer ticketing support but not phone support. There is an opportunity for the phone system to bridge the gap.
The solution (speech driven)
- Prompts the caller for their company name or first &last name and looks up the client id from the whmcs database. If it is not present, the user is made to reenter.
- Once a client id is found, the system would play "Welcome back.. If you are not $Name from $company, please say go back. The last payment and status of the account is also played back automatically.
- If there has been a pending account balance, the user is prompted. Invox has "payment over phone" using credit card gateway but I am not sure if we can collect credit card and update it automatically in WHMCS's system so that everything is automatic including capturing payment.
- Now, the real thing. Invox system can search tickets by client id and inform back saying "You have xx closed tickets and xx open tickets in last 30 days." Just say yes or press 1 when you hear the ticket you are interested. Are you interested in ticket1subject, .... Are you interested in ticket2subject and so on. Once a ticket is found, the last note is read out automatically back to the caller using text to speech.
- The caller can open a new ticket or add a new ticket. The system will prompt for subj (if new) and record the voice and *transcribe* the message and put it back automatically in the system as a new ticket. The recorded voice is added as a note.
Outbound
- The system will automatically retrieve outstanding balances and call the customer letting them know that they have an outstanding bill and they need to pay immediately.
- The system can also play a thank you message for receipt of payment. This gives a very personal touch.
Credit card
- I know few companies doing it but they don't capture recorded voice - yes, Do you ($name) authorize the purchase of $product from $companyname for $price. Does anyone foresee a need for it?
I have completed almost 65% of it and would anticipate completing it by this Monday.
Please let me know the feedback of this system and if you are interested in beta testing in exchange of such free system for 3 months, please let me know.
Honest/constructive feedback is very appreciated.
I have some questions and I need some feedback on the app's usefulness
Basically, the goal is to automate as much as we can using the phone system. Also, I notice that most of the webhosting companies offer ticketing support but not phone support. There is an opportunity for the phone system to bridge the gap.
The solution (speech driven)
- Prompts the caller for their company name or first &last name and looks up the client id from the whmcs database. If it is not present, the user is made to reenter.
- Once a client id is found, the system would play "Welcome back.. If you are not $Name from $company, please say go back. The last payment and status of the account is also played back automatically.
- If there has been a pending account balance, the user is prompted. Invox has "payment over phone" using credit card gateway but I am not sure if we can collect credit card and update it automatically in WHMCS's system so that everything is automatic including capturing payment.
- Now, the real thing. Invox system can search tickets by client id and inform back saying "You have xx closed tickets and xx open tickets in last 30 days." Just say yes or press 1 when you hear the ticket you are interested. Are you interested in ticket1subject, .... Are you interested in ticket2subject and so on. Once a ticket is found, the last note is read out automatically back to the caller using text to speech.
- The caller can open a new ticket or add a new ticket. The system will prompt for subj (if new) and record the voice and *transcribe* the message and put it back automatically in the system as a new ticket. The recorded voice is added as a note.
Outbound
- The system will automatically retrieve outstanding balances and call the customer letting them know that they have an outstanding bill and they need to pay immediately.
- The system can also play a thank you message for receipt of payment. This gives a very personal touch.
Credit card
- I know few companies doing it but they don't capture recorded voice - yes, Do you ($name) authorize the purchase of $product from $companyname for $price. Does anyone foresee a need for it?
I have completed almost 65% of it and would anticipate completing it by this Monday.
Please let me know the feedback of this system and if you are interested in beta testing in exchange of such free system for 3 months, please let me know.
Honest/constructive feedback is very appreciated.