Enhancing Student Automated Registration, Information, and Accounting System through Interactive Voice Response System and Customer Relationship Management using Asterisk Application

Authors

  • Ma. Valen Dammay Alzate

Abstract

The advancement of information technology helps improve customer services worldwide, it is also a tool in improving existing systems to facilitate CRM information retrieval faster and smarter. The enhancement of Student Automated Registration, Information, and Accounting System (SARIAS) through Interactive Voice Response System(IVRS) and Customer Relationship Management (CRM) using Asterisk application enables the ease of handling documents by reducing paper works, time consumption that improves access to students to get information based from their query about their grades from the database of SARIAS anywhere at any time through their mobile phones. Among its benefits, IVR relieves administrative staff and faculty of routine customer interactions and helps the university increase their efficiency, productivity, and profitability. It also routes call to concerned offices and make inquiry to the personnel of the office, and finally it allows the caller to evaluate the services before exiting to the IVRS. System evaluation with the used of questionnaires based on the extent of compliance of the developed system in terms of Agile and DevOps methodology, and ISO 25010 software quality standard were used. The overall assessment by IT experts and end-users revealed that the enhanced SARIAS along with quality of services, accuracy of records, reports, and timeliness had a positive result and an effective instrument in the delivery of front-line services of Isabela State University.
Index Terms -Asterisk Application, CRM, DEvOps methodology, ISO 25010, IVRS, SARIAS.

Downloads

Published

2020-05-18

Issue

Section

Articles