IVR - What is the best data integration model for your IVR requirements?
Your IVR application will require you to retrieve or/and store information from a database. Accessing this information is a key element in your ability to measure, track and make decisions.
The three most common ways in which organizations interface with IVR as a data source are:
1. HTTP Post/XML in Real-Time.
2. FTP Batch ( scheduled)
3. Manual Download (ad-hoc)
HTTP Post/XML in Real-Time:
This approach allow for the real-time exchange of information between your in-house systems and the IVR network. This industry standard allows you to communicate with the hosted IVR application in real-time, utilizing standard communication protocols such as XML over HTTP. This communication method allows you to capitalize on your existing web technology investment, and skills. In this model all data management resides in your domain, and you must have the necessary data infrastructure in place.
What if you don’t have the internal resources to support real-time data exchange with outside vendors?
The good news is that you still have other options.
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Batch Transfer & Data Hosting:
Batch Transfer:
While many organizations have implemented real-time web-services support into their business systems, many others still rely on off-line data stores and batch processing. In this environment providers host a database, similar to yours on their premise. They then create a schedule to obtain and deliver data via FTP to you, on a pre-determined basis.
If your preference is not to host any data at all in your premise, then you can plan for another approach.
Managed Data Hosting:
This solution applies if your application does not require real-time access to your in-house database, or you wish to keep the IVR data completely isolated from your IT infrastructure. Typically these offerings include, a Data hosting plan including utilities to extract your data 24/7. This approach is very common with short-term IVR applications such as surveys, or when you do not wish to invest in in-house integration, support and maintenance.
You can obtain my FREE guide on IVR Outsourcing - What I Should Know, Before Making an IVR Vendor Selection at http://www.datatel-systems.com
About the Author: his article can be freely published in a web site As long as its not modified in any way including authors bylines, Plus the hyperlink must be active just as like bellow.
Barnard L. Crespi, is CEO and head of professional services of Datatel Communications Inc, a firm that helps businesses and organizations automate a wide range of telephone interactions with customers and employees, through the use of IVR (Interactive Voice Response). For over 12 years, he has helped business leaders build and successfully execute world-class IVR strategies. He is the author of many leading industry reports, including A Quick Guide to IVR Surveys
“ Getting it Right the First Time”, The Complete Guide to Generating Sales Leads with IVR and A Quick Guide to Measuring Customer Satisfaction with IVR Surveys "For Call Centers" , Where IVR Really Does Work, as well as dozen other case studies and application specific papers.
To learn more about IVR business applications go to: IVR
http://www.datatel-systems.com
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