Tele-Banking system developed by Webyfy is for demonstrating the feasibility of creating a very large IVR system using the WTalk application Frame work. The system can manage both inbound and out bound calls and can integrate with Internet, SMS, Fax, email, customer enterprise and Core banking systems. The components which constitutes the system are
  1. The processes (Types of services that are provided through the system)
  2. Voice files
  3. TTS text
  4. ASR rules
  5. External system communication parameters
  6. Methods of communicating with external systems like SMS, email, Fax etc
  7. Rules for Out Bound calls
Many more features can be incorporated with little time and effort. Visitors to the site are requested to contact us to get an in-depth understanding of the process capabilities and the flexibility of configuring to suite the business.

For data exchange, WTalk can connect to systems within an Enterprise LAN or connected through the Internet. DCOM is used for the former and SOAP is used for the later.
The TeleBanking system has significant interaction with Core Banking system and hence it is recommended that it is hosted with in the enterprise Framework. However various methods are shown in the diagram given below. DCOM will be faster than SOAP in fetching the data.

Process Execution Modules in a typical Tele-Banking system.

To make the processes IVR enabled, the flow need to be plotted. Simple flow charts may be created to represent the processes. These charts can be analyzed for its purpose and integrity. The flow chart aids creation of execution scripts and Voice User Interface (VUI).
The following process flows are representative flow charts for a TeleBanking system.

Process Flow of the Initial Customer Interaction (Main Menu)
This process flow represents the activities the call is received by the system. Various services are also shown.

Process Flow of Transactions with Savings /Current Account
Transactions on the Savings or Current account is shown in the process flow chart.

The business process flows can be converted into IVR Execution Script using WTalk Script Generation Engine. The actions can be defined along with required resources. The script traverse paths can be automatically tested.

The system is designed to operate in Microsoft Windows platform. The system can support CTI Hardware and TTS/ASR engines from multiple vendors.
The hardware requirement depends on the traffic, mode of integration and method of data exchange with external systems. The requirements are
  1. WTalk servers with CTI hardware
  2. Database servers
  3. Fire walls
  4. DCOM servers / communication and control servers
  5. Web sever in case SOAP connection through internet is required OR access is provided to customers for reports and/or alterations of process or data
  6. E1 - ISDN PRI lines, Internet access

The demo package is created for establishing the capability of the WTalk Frame Work to create and execute an IVR system with ease within a short period of time. The system can be easily altered to suite the business requirement and new services can be added.
The following methodology is recommended for creation script of an IVR system.
  1. Identify the service that can be offered through a voice based system
  2. Split the services into multi level actions
  3. Plot the services and actions in a process map
  4. User WTalk script generator to convert the process map into an IVR action script
  5. Conduct multi mode automatic Testing of the system
  6. Run the WTalk Real life Simulator and test the functionality and process flows.
  7. Analyze the log files and take corrective actions
  8. Identify the data input and outputs
  9. Use the WTalk tools appropriately for exchanging the data with Enterprise system
  10. Install the system along wit hardware
  11. Test the installation with call flow paths created by WTalk
The tools WTalk provided for testing the system eliminates errors. The WTalk IVR system can simultaneously function in multiple languages.