October 1, 2008 at 7:40 am
I am looking for recommendations on methods/tools to integrate a phone system with a SQL Server database. For example with a large insurer, the customer calls into the number they have on their statements for a reprint. The phone menu says “Press 5 for a reprint of your 1099 Statements”, then the system says please enter your Social Security Number, then it checks and finds 2 statements, next it asks a verification question e.g. the zip code of the customer. At that point the statements are generated and sent out in the mail.
I have done some very preliminary researching and I do see some third party solutions. Is anything ike this built in to SQL Server (2005 or 2008) ? Anyone successfully implemented this ? I would love to hear from you.
Thanks,
Scott
October 1, 2008 at 7:51 am
You are talking about IVR - Interactive Voice Response. This is much more on the phone system end than on the database end. There is nothing built into MS SQL Server specifically for this.
I would not recommend building one unless you intend to sell it to other companies. They are expensive to develop but have lately become a horizontal market product so you should be able to get one relatively cheap. Talk to your phone system vendor - pretty much any IVR system will be able to query MS SQL (if it cannot, it probably is not worth buying). The most important part is to get something that will integrate well with your phone system Lots of phone systems now come with IVR or have IVR add-ons, so the expense of getting a third-party IVR system integrated with your phone system may actually be more than a new phone system that comes with it, so don't rule that out.
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