IVR

FOR PUBLIC POWER SYSTEMS APPA BUSINESS & FINANCE CONFERENCE

September 22, 2010

Steven E. Collier Vice President, Business Development Milsoft Utility Solutions

WHAT IS IVR?

IVR = Interactive Voice Response

WHAT IS IVR?
IVR is a system of computer software and hardware that:
Connects to one or more public telecom networks, Accepts external user input via the network(s), Analyzes that input, Interacts with one or more internal users and/or applications, and Communicates results to the user.

WHAT IS IVR?
IVR is typically used by electric utilities for automated communications and commerce with customers as well as communications with employees, business partners, and / or the general public.

HOW DOES IT WORK?

IVR must be integrated with other systems:

External Telecom Network(s) May require special interface hardware / software Internal Telecom Network(s) May require special interface hardware / software Utility Applications ERP, CIS, EA, OMS, GIS, e-Commerce

HOW DOES IT WORK?

IVR software has three interdependent functions:

Accept information from user

recording, keypad pick list, voice recognitions, text entry report a problem, request a service, complete a transaction pre-recorded voice, voice emulation, text message, email

Logic and interfaces to complete desired applications

Respond to user

WHAT DOES IT DO?

Accept information from user

Voice recording (i.e., voice mail) Voice recognition Keypad pick list entry Text entry