Diseño e implementación de un IVR transaccional que permita obtener información sobre el estado de tickets de soporte a clientes de la empresa Telalca S.A. en la ciudad de Quito.

Abstract

The present project includes the development of a transactional IVR (Interactive Voice Response) for the Telalca S.A. Company. It allows the end costumers to obtain the status of your ticket services through a phone call. For this purpose, it was worked with free software IP PBX, a management and routing-call software, database and voice guidance. It is carried out the concepts descriptions, operation and characteristics of a transactional IVR, database, TTS (Text To Speech), and free software IP PBX. We described the project implementation with PBX configuration, operation of the database, transactional IVR implementation with design of flow diagram for a IVR entrance, validation of fields of a database storage, integration of a native database with the IVR and PBX to unfold TTS information. Finally it is carried out the performance tests of the systems and is issued conclusions and recommendations of the project development.