Public Organizations - Alceo

Public Organizations – Alceo

Automatic attendant call routing for regione abruzzo

Within the telephone systems update of Regione Abruzzo, an automatic attendant all routing solution from Alceo has allowed to lighten the workload on call attendants.

Every incoming PSTN call is greeted by the automatic attendant system with a welcome message and then the system request if the caller knows the name (last or first and last) of the desired person he would like to talk to, or if he prefer to speak with a call attendant.

Using the ASR (Automatic Speech Recognition) the caller is asked to say the first name and last name, or only the last name of the desired person and the system then transfer the call to the desired person without involving the call attendants.

If multiple matches of the desired name are found, the system asks the caller using a TTS (Text To Speech) funcionality, the list of the matches form which the caller can choose.

If the desired person is not found the call is routed to the human call attendant.

The system is installed as a virtual machine inside the Regione Abruzzo’s data center, handles 1600 users and is connected through a SIP trunk to the existing customer’s PBX.