With the advent of IP telephony

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In addition, the Welltime solution is very scalable and has absolutely no restrictions on the number of users, IVR, queues and other PBX objects. At the same time, MCN Telecom continues to actively develop the product, including in response to requests and demands from subscribers. Therefore, new releases with improved quality and more convenient services are regularly released. If we add here the flexible distribution of user rights and the modular organization of Welltime, it becomes clear why one of the largest online stores Wildberries has been popular among Russians for many years.And speech technologies are considered the most promising. Will intelligent voice chatbots replace IVR solutions or will they coexist, complementing each other? Hello, you called.



The history of IVR (interactive voice response or interactive germany email list voice menu) began in 1956, when the airline Pan American, together with the telecom giant AT&T, launched a project to create a 24-hour contact center. In the 60s of the 20th century, tone dialing appeared, which turned IVR into a truly effective call routing tool. (telephony over IP protocol), the capabilities of the interactive voice menu expanded even more. As a result, in the "tenths" of the 21st century in developed countries, according to various expert data, up to 85% of companies used IVR, and from 30% to 60% of calling clients received answers to their questions from this system, and they did not need to communicate with a human operator.



At the same time, Spoken Communications surveys conducted in the USA in 2015 showed that there is a large number of people dissatisfied with "communication" with the voice menu. 77% of respondents named interaction with a “bad” IVR as the main reason for negative experiences when contacting company contact centers. The first speech recognition systems also appeared in the 1960s, but they “matured” technologically and began to be widely used only in the 21st century, when natural language understanding (NLU) technology became widespread. IVRs created using NLU and long-used speech synthesis are already powerful dialogue systems capable of contextually limited “communication” with a person and increasing the level of automated call service for contact centers.