Enhanced Quality of Experience through IVR Mashup to Access Same Service Multiple Operator Services

Abstract

On one hand a telephone voice call has become an easy and a convenient means to inquire, seek information or book services and on other hand any frequently required service by the masses, like Taxi usually has multiple service operators. While each of these service operators provide the same type of service to the end user, their access points are different and require the end user to choose a priori which service operator to call. The Quality of Experience (QoE) faces major shortcomings in such a Same Service Multiple Operator (SSMO) scenario in terms of (a) long hold times (b) no way the user can connect to the the service operator who can provide him/her, the service he/she needs, fastest. Unlike a web portal or a web mashup, there is no way for the user to comparatively and simultaneously check the offerings from SSMO and choose the best among them. In this paper, we propose an interface which enables an enhanced QoE in a SSMO scenario while using the telephone channel which is achieved through a IVR Mashup [1].