IVR - Interactive Voice Response is everywhere around us. It is rare to place a call to a local enterprise, utility, government or other business around us without finding our call answered by an interactive voice response system. IVR is everywhere, and has a long tenure of over 30 years as a piece of our everyday lives.
As end users of IVR technologies we have become used to them, embrace them; but sometimes hate using them! Anana is a leader in the field of the Art of Interactive Voice Response; replacing and updating aged, inappropriate, unfit, and badly designed IVR solutions and applications with applications and interactions that are easy to use, fun to use, intuitive, understandable and totally fit for purpose.
IVR is still a very complex technology despite its many years of existence in the world around us. The saying in the industry goes "IVR used to be 80% engineering and 20% Art, now it's 20% engineering and 80% art !" - Anana focusses on the Art of the most powerful and incredible man-machine interface. Anana has standardized its IVR solutions on the undisputed world-leader in IVR technology; Genesys, with its Genesys Voice Platform (GVP). GVP is the resultant of many years of excellence in engineering, design and function and is of course driven completely by the standards that are embraced by the industry as a whole, like Voice-XML for describing dialogues and CC-XML for describing call-flows. GVP supports a huge and diverse array of Speech and Text-to-Speech technologies from leading vendors via the Media Resource Control Protocol (MRCP) and lends incredible flexibility and functionality to any touch-tone or speech driven application.
Anana focusses on getting the Voice User Interface absolutely fit for purpose. Anana IVR solutions result in happy customers, who are keen and eager to use IVR and no longer see it as a frustration, a technology to be avoided, or an inconvenience in their attempts to reach a 'real-person'. Anana also tightly integrates its IVR solutions into logic, business-intelligence, previous caller interactions and business-rules; allowing the enterprise or service provider to make sure that every caller interaction is handled by the right resource, at the right time and for the right reasons. Some of the largest and most complex revenue generating IVR applications anywhere in the industry have been created by Anana and we are extremely proud of our 'excellence' and strong brand image with this technology.
We are also experts in legacy to next-generation IVR migrations; taking the poor, closed, proprietary and inflexible technologies of yesterday and modernizing them for today's needs. We have created a huge array of tools, functions and services to rapidly deploy IVR solutions with immediate business impact, whilst reducing the cost of delivering services to end-users. At the same time we do so with a keen eye on standards, embracing VoiceXML, CC-XML and other standards like MRCP (Media Resource Control Protocol) driven by the worlds best IVR Platform in the Genesys Voice Platform (GVP). Those linked with innovative speech applications design, and a thorough focus on the users experience make Anana IVR Solutions some of the best in the industry.
IVR is typically the end-users first touch-point to their communications and interactions with your business over the telephone. For this reason, and this reason alone you must ensure that your IVR solution is absolutely fit-for-purpose. Get this critical piece wrong, even marginally and it will and does have a huge impact on the efficiencies and effectiveness of your entire customer services, call-centre or customer interaction systems.
Anana IVR solutions can be driven by DTMF (Dual Tone Multi-Frequency) or by ASR (Automated Speech Recognition) technologies; or even both at the same time. Anana has delivered some of the largest speech recognition solutions available anywhere in the UK that answer the call for well over a Billion calls a week; reliably and extremely efficiently.
