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The report shows the main methods of customer service quality increasing by improving corporate telephony infrastructure. The proposed approach allows to optimize customer service using maintenance based on free PBX Asterisk and VoiceXML markup language. Companies should provide constantly expanding range of new services, increasing competition, increasing the number of clients. This is may be a cause of problems related to quality of service. The company has to re-think through approaches in the management of customers telephone calls.

One of the possible solutions is to use IVR system. First of all IVR solutions can be used in banking, insurance, medical companies, and others. Service in this case goes to a new level. Waiting time and number of unanswered calls will be decreased. System allows to serve customers around the clock.

Existed solutions with non trivial calls processing logic with ability to use text-to-speech, speech recognition and so on are complicated hardware-software complexes produced by Cisco, Avaya and etc. But because of the high cost of these systems, they remain unavailable for small companies.

In this paper we propose a new approach based on using of open software products that provide the core functionality of IVR systems. Our method involves combining of the software PBX Asterisk and VoiceXML. The language is platform independent technology. It will be easier for customer to find specialist which can create new functionality for IVR system. For engineers already acquainted with the VoiceXML, or its variants, the development of basic capabilities VoiceXML requires a comparatively short time.

Another advantage of this solution is its scalability. Our solution can be integrated on customer server as well as provide services via cloud technology.

During the report we will provide practical presentation of this IVR system with a demonstration of the application.

Vasiliy Kuzmin

Vasiliy Kuzmin

Born on July 14, 1987, in Nizhniy Novgorod, Russia.

Graduated with honours from technical lyceum #38 (Nizhniy Novgorod) high school in 2004.

Student of Nizhniy Novgorod State Technical University n.a. R.E. Alekseev (NNTU) from 2004.

Took master’s degree in information systems in NNTU in 2010.

From 2010 postgraduate student of Nizhniy Novgorod State Technical University n.a. R.E. Alekseev.

Has been working in MERA NN company (Nizhniy Novgorod) since 2007. Engineer.

Artem Sokolov

Artem Sokolov

Was born on March 29th, 1987 in Nizhniy Novgorod.

In 2004 finished Technical Lyceum N38 with a gold medal and entered N.Novgorod State Technical University.

Since 2007 has worked for MERA company.

In 2010 graduated from the University with the Master’s degree with honors

In the beginning of 2012 was promoted to a team leader.

Mikhail Kuzmin

Mikhail Kuzmin

Born on July 14, 1987, in Nizhniy Novgorod, Russia.

Graduated from technical lyceum #38 (Nizhniy Novgorod) high school in 2004.

2004 – 2010 student of Nizhniy Novgorod State Technical University n.a. R.E. Alekseev.

Took master’s degree in information systems in Nizhniy Novgorod State Technical University n.a. R.E. Alekseev in 2010.

Has been working in MERA NN company (Nizhniy Novgorod) since 2007. Engineer.