Interactive Voice Response Expert in Call Center Technology

Case Description:

A telecommunications expert was located with experience in interactive voice response (IVR) technology, commonly used in call centers, for a patent infringement case. IVR technology incorporates speech recognition software to process telephone calls from customers in the customer service call centers used by large credit card companies, banks, retailers, airlines, etc. Interactive voice response systems are used to provide human interface between telephone system hardware with computer databases and live operator call centers for the purpose of credit card and banking related transactions.

An interactive voice response, or IVR expert, was sought who was experienced with call center technologies including automatic call distribution systems (ACD) and the Public Switched Telephone Network (PSTN). Additionally, the expert had to be knowledgeable of the application of the technology by credit card and banking service businesses, specifically for credit card transactions and payment processing.

Experts Presented:

  • Telecommunications

    This IVR expert has over 25 years of experience as an engineer, technologist and executive in the software and hardware development industry. He now runs a consulting company that creates turn-key computer systems which fuse interactive voice response (IVR) and Internet services with back office databases. He specializes in designing custom billing solutions for credit card processing. He is an inventor who holds two patents related to fraud prevention for electronic purchases using credit cards. This expert has been involved with automatic call distributors (ACD) and has a keen understanding of telephony hardware. He has interfaced systems to plain old telephone service (POTS), T1's and voice over internet protocol (VoIP) technology and is very familiar with the Public Switched Telephone Network.IMS Reference #5012568

  • Speech Recognition Technologies

    This expert in IVR has over 25 years of experience in speech technologies, primarily as a designer specializing in speech, audio, and multimodal user interfaces. He specializes in IVR and speech recognition technologies. He is the author of numerous technical publications and the co-inventor of a patent relating to speech recognition. He has been a researcher and consultant in IVR applications since 1988. He designed a Dual Tone Multi Frequency (DTMF) interface that serves as a front-end to existing IVR or voice mail products. He also designed a speech recognition product, aimed at IVR, voice mail and call processing applications and is considered an authority for human factors design in IVR.IMS Reference #5012561

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Industry: All, Telecommunications