• With multiple patents in voice processing, Microlog has helped organizations greet and manage callers, with superior telephone-based customer experiences for over 25 years.
• We have led the industry in harnessing all types of technologies, which provide information through touch-tone telephones, self-service, speech recognition and speech synthesis and Voice over Internet Protocol (VoIP).
• Superior Customer Experience. Incoming calls can be answered on the first ring, presenting callers with a menu of crisp options, including self-service or the option to be directed to the agent most equipped to help them. Calls are prioritized by your business rules – and can be dynamically adjusted whenever you choose.
• Voice Message Options. Callers receive estimated wait times for response – and the option of leaving voice messages requesting convenient times for callbacks (or email or fax response) without losing their place in the queue.

Designed for Efficiency.

Customers, prospects or employees get even more personalized, efficient call resolution when they respond to prompts such as social security number, application number, or order number.

• Speech Recognition. Callers with rotary phones, who are sight-impaired or are uncomfortable responding with telephone keypads, are given the option to speak requests and responses.



• Text-to-Speech. . Lets you translate a text file into speech, a valuable capability when database variables (such as customer names or addresses) are too extensive to pre-record.



• Support for TDD (hearing impaired) Support to transform text into TTY code for TDD Devices and interpret TDD inputs to IVR. Helps you to comply with Rehabilitation Act Section 508.



• Web Support. While the telephone is still the most pervasive communications technique in use, customers are increasing turning to the web for customer service. Our web interface module integrates with IVR capabilities that exploit features such as VXML to read or interact with web sites.



• Multiple Language Support. Offers ability to recognize and speak several languages simultaneously (enabling service to diverse set of customers and cultures). ServiceFirst Connections for Interactive Voice Response uses the proper syntax when speaking back numbers, dates, times and currency.



• Reporting. Lets you track all your key call flow statistics in an easy to read format. The system can even e-mail the reports to you on a daily basis.

Creating Intuitive, Superior Voice Solutions.

• Our professionals have deep experience designing solutions that work for customers. With ServiceFirst Connections for Interactive Voice Response, developers create flowchart scripts with powerful building blocks for interactions ranging from basic voice response to HTML interactions, ODBC database access, TCP/IP socket communication switching, email, speaker verification, speech recognition, text-to-speech, and encryption.



• Programming languages such as Visual Basic, C and C++ can be incorporated into scripts using Call blocks. This is useful for customized functions that exceed the basic building blocks.

Development Platform

Microlog’s development platform is based on an open, standards-based development platform that reduces the time, cost and complexity of deploying voice solutions. Other key features include a graphical programming environment, embedded VoiceXML browsers and speech recognition. Powerful management utilities reduce the time and cost of administering large-scale installations. With Microlog, you can easily migrate to modern standards and technologies, such as VoIP, VoiceXML, web services, speech and others.

Technical Architecture

• Microlog’s IVR product is configured for virtual channels, providing options for host interaction via TCP/IP, an ODBC connection, an emulator or a web server. External database connectivity is supported through an ODBC driver to a range of databases including Oracle, Sybase, Microsoft SQL Server and other ODBC compliant products.

• IVR products are based upon Intel’s Dialogic SCSA architecture using the H.100 bus to communicate between various telephony/voice option boards including analog, T1, E1, fax, text to speech, speech recognition, switching, and IP telephony.