michaelwmeissner

General Topics of all that is S

IVR Architecture in Telecommunication Applications.

Interactive Voice Response Systems or IVR’s have been used throughout industry for decades in order to preprocess and route calls efficiently, look up account balances, and pay bills. Streamlining customer care, enhancing customer service while reducing operational costs have always been goals if introducing IVR systems.

IVR systems, until the advent of online portals, have been the first impression, the first “voice” of the enterprises customer facing systems. Thus either causing frustration or delight with the customer.

Common are IVR in the preprocessing and queing of customer calls.

Meissner possess cross functional IVR expertise across the SDLC. Including Business Analysis and Subject Mater Expertise, Technical Design Engineering, System Development and Intergration, Test, Deployment and Operations.

  • Business Analysis – Served as a high-level subject matter expert for speech/touchtone IVR service delivery IVR = Interactive Voice Response.  The system supports customers calling to get account information, make payments and perform other self-service activities within the automated phone system.
  • Technical Design – Create and provide detailed input on IVR designs, identifying, evaluating, and recommending IVR solutions that are cost effective, customer focused, and meet business requirements.
    • Prepare systems specifications and facilitate changes to automated phone (IVR) call flows as a result of business requirements.
    • Act as a liaison between client area and technical area by planning, conducting, and directing the analysis of complex business problems to be solved with speech IVR solutions.
    • Experience in  Avaya Dialog Designer development environments.
    • Strong Experience with Avaya IVR Code flow
    • Experience in VXML
  • System Development and Integration – IVR System Development and Integration. Creation, analysis, and troubleshooting of IVR call flows and their role in a complex multi-component environment through visualization and orchestration.
  • Operations/Maintenance/Administration – Monitor IVR performance metrics, analyze information, and prepare reports regarding utilization and trends.
  • Program Management and Solution Architecture – Provide expertise and support during projects involving IVR initiatives. IVR = Interactive Voice Response.

 

Technology Stack:

Designed and developed cross-functional, multi-platform Avaya Voice Portal for contact center ACD deployed in multi-site environment in Avaya and Cisco technologies

Experience in Avaya 1x, IVR, ACD Systems, CMS Feeds, CTI,, Periphonics, Nortel, Cisco
·         Experience in  Avaya Dialog Designer development environments.
·         Strong Experience with Avaya IVR Code flow
·         Experience in VXML

Projects:

Comcast – September 2017 – Provided subject matter expertise to provide eIVR services for Comcast Enterprise Call Centers. Provided guidance & leadership to Network Analysts & Network Professionals. Design services for Call Routing and Queuing, Integration with CRM and Care Tools to provide “smart screen pops, bill pay, credit card and ACH payment processing.

GCI – September 2016 thru February 2017.

Michael Meissner performed as Systems Architect to define and deploy an IVR application for General Communications Inc. to

NetCracker – Integration of NetCracker BSS/OSS software with eIVR solutions

TCI – Commercial Pay Per View, Bill Pay, Credit Cards, Service Order Status. Call Routing and Screen Pops.

Pacer Cats/TicketMaster – Integration of IVR.

 

 

 

 

 

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michaelwmeissner

General Topics of all that is S

ethernautics

IT Solutions Architects and Cyber Security Engineering

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