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Interactive Voice Response
If your business can’t adapt to changing communications climates you might not stay in business. That’s why
an IVR gives your business a flexible, multipurpose interactive voice response solution to delight customers—not a one-dimensional, voice-centric IVR system that can’t see the future and change when interaction habits do. Whether you’re an enterprise, service provider, or in vertical industries such as finance, healthcare or retail, adaptable communications are key.
Next generation IVR -- enables organizations to implement inbound as well as outbound IVR processes for calls, faxes, Web interactions, and even PDA-driven wireless interactions. Along with phone menus for customers, IVR also allows you conduct customer surveys, categorize calls to improve marketing, and generally be more proactive in contacting customers with “agentless campaigns” instead of waiting on them to call you.
Contact us to learn how to maximize the value of every customer interaction.
Here are just a few things an IVR allows your business to do:
- Offer 24x7 automated access to your self-service application
- Customize inbound IVR applications such as bank by phone, questionnaires/surveys, contests, order status, automated catalog purchases, automated prescription refills and so on
- Quickly launch new services with customized applications
- Construct voice forms to prompt for DTMF Touch-tone, speech recognition, or spoken/recorded responses; also store or bundle responses into e-mails for delivery
- Capture customer data more accurately to enhance customer service and future sales
- Place outbound calls, either at scheduled times or via the Interaction Dialer™ add-on application to deliver pre-recorded or Text-to-Speech (TTS) messages to any size audience
- Structure outbound IVR applications for automated appointment reminders, emergency notifications, fundraising, telesales messages, supplemental marketing and other uses
- Provide internal services for employees, including HR benefits enrollment, time and attendance reports, shift scheduling, password resets, work order assignments and more
In addition to complete inbound IVR capabilities, businesses can use the customizable IVR application to create and manage outbound IVR messages, such as
appointment reminders or fundraising campaigns. They can also automate services to let employees access HR info or perform work-related functions via telephone. IVR even fits hosted or customer-hosted environments with its simplified change and operations management and open standards interface that welcomes your choice of speech recognition engines.
And no matter what business your are in, IVR bundled suite approach
allows you to easily integrate contact center call controls into your call queue handling and business processes.
Contact us to learn more about the cost savings of contact center solutions. The IVR's application flexibility is matched by its equally flexible benefits:
- IVR scalability and reliability by configuring multiple IVR-based speech recognition servers to
handle thousands of calls simultaneously — should one server ever go down, IVR immediately and systematically routes calls to another server.
- Rapid application deployment and central administration using the IVR's built-in graphical application generator and pre-built components to create “in demand” speech recognition applications, along with the IVR system’s single inherent administrative interface to configure one or more speech recognition servers.
- A lower total cost of ownership resulting from the IVR’s customizable application-driven architecture, open standards interface and unified administration for inbound as well as outbound IVR processes.
- A faster return on investment via the ability to build and manage results-oriented outbound campaigns, and to
pre-integrate call recording, sales verification and other capabilities that enable your company to realize a higher ROI in months, not years.
Speech recognition
Along with the IVR, PDT offers a sophisticated design environment for speech recognition that adds a new dimension to the self-service experience. Speech-enabled applications
allow you capture the personality of your best contact center agent, create voice-based company directories, or implement auto attendant processes to replace outmoded voice response systems made only for touchtone phones.
Enhance Customer Satisfaction
Satisfied customers = customer loyalty and increased revenues. And for
customers who request details, simply handling their call isn’t enough.
When they purchase a product or buy a service, many customers want
documented records, too—such as a sales transaction confirmation sent
in an e-mail or fax instead of simply hearing a confirmation number at
the end of a call. Here’s what else customers want and what IVR
gives them:
- Speech interfaces that are more appealing than digit-intensive DTMF Touch-tone counterparts
- Options to interact via fax, a PDA or the Web, at any time, from virtually anywhere
- Applications such as post-call surveys to follow up and ensure total satisfaction; your business also gets
Contact us to learn more about the cost savings of contact center solutions.
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