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IVRFOR PUBLIC POWER SYSTEMS

APPA BUSINESS & FINANCE CONFERENCESeptember 22, 2010

Steven E. CollierVice President Business Development

Milsoft Utility Solutions

http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/

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WHAT IS IVR?

IVR = Interactive Voice Response

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WHAT IS IVR?

IVR is a system of computer software and hardware that:

Connects to one or more public telecom networks,Accepts external user input via the network(s),

Analyzes that input,

Interacts with one or more internal users and/or applications,and

Communicates results to the user.

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WHAT IS IVR?

IVR is typically used by electric utilities for automated

communications and commerce with customersas well as

communications with employees, business partners, and

/ or the general public.

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HOW DOES IT WORK?

IVR must be integrated with other systems:

External Telecom Network(s)May require special interface hardware / software

Internal Telecom Network(s)

May require special interface hardware / softwareUtility Applications

ERP, CIS, EA, OMS, GIS, e-Commerce

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HOW DOES IT WORK?

IVR software has three interdependent functions:

Accept information from userrecording, keypad pick list, voice recognitions, text entry

Logic and interfaces to complete desired applicationsreport a problem, request a service, complete a transaction

Respond to userpre-recorded voice, voice emulation, text message, email

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WHAT DOES IT DO?

Accept information from user

Voice recording (i.e., voice mail)Voice recognition

Keypad pick list entry

Text entry

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http://www.milsoft.com/contact-us