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Inter-Tel's IVR Applications Platform goes beyond traditional IVR
software by integrating computer, telephony, database, e-mail, fax,
Automatic Speech Recognition (ASR), Text-To-Speech (TTS) and other
custom capabilities into any easy to use visual development tool.
Inter-Tel's IVR Applications Platform allows for the rapid deployment
of sophisticated Interactive Voice Response (IVR) solutions, which
complement Inter-Tel's Axxess Converged Communications System. Additionally,
the platform provides direct interfaces to the public switch telephone
network (PSTN).
It provides dramatic savings in the time and cost associated with
computer telephony and IVR solutions development, reducing deployment
time from months to weeks or days. IVR Applications Platform also
serves as a stable and robust production platform for all types
of telephony solutions requiring interaction with data sources.
Interactive Voice Response (IVR) technology provides a telephony
interface to data, documents, Web content, multimedia and people.
IVR systems automate call handling and can provide access to and
take information from databases essentially 24 hours per day, which
provides significant benefits to business, clients and customers.
The interface into IVR is typically via remote touchtone phones
or voice.
IVR can be deployed as a front-end to automatic call distribution
(ACD) systems, which can ask questions that help routing and enable
more intelligent and informed call processing. It can be used to
convey information during 'wait times', which can result in reduced
call drops and increased customer satisfaction. In addition, by
using IVRs as front-ends, recordings can be used for repetitive
messages and transactions can even be performed without involving
customer service personnel. IVR applications are typically customised
based on specific business requirements, with the only limitation
being perhaps the number of options that can be feasibly presented
to callers.
If your organisation currently has programs in place that require
human resources to fulfill, you are a likely candidate for IVR.
This could include running marketing campaigns where prospects or
customers respond into your inside sales/customer service group,
operating a technical support centre, or any general formal or informal
call centre operations. Do you have appointment scheduling/cancellation
activities where your clients are calling into a central location
and personnel need to perform the tasks manually? Would it be beneficial
to your organisation to screen calls so you can ensure delivery
to the appropriately skilled agent or representative? Do you have
customer transactions that could be automated for self-service?
By deploying and Inter-Tel IVR solution, you can certainly realise
cost savings and improved customer reponse such as:
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Increasing employee productivity |
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Eliminating the need for agents to answer reptitive
questions |
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Reducing errors in data capture/input |
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Providing your customers with 24 x 7 axxess to
information and services |
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Streamlining operations |
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Reducing the need to add customer support staff
for peak hours |
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Increasing your ability to 'push' information
to your callers |
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Effectively routing calls to the appropriate support
personnel |
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