Interactive Voice Response System (IVR)
IVR is the inbound/outbound calls management system, which recognizes commands via keystrokes or voice (DTMF digits), serves these calls, and offers automated routing, as well.
The inbound/outbound calls management runs through the user’s browsing in a menu of options. The menu is dynamic and is created by the use of a wide range of available “commands”, which IVR System offers.
Basic characteristics – functions:
Creation of an IVR scenario
The composition of an «IVR scenario», such as: “Thank you for calling us, for the customer service department press 1, for the technical support department press 2…..” is achieved through the right choice of “commands” , which are placed in a functional graphical interface.
Configuration and use of recordings of «IVR scripts».
IVR System provides the ability of supporting various types of sound files.
Creation and export of reports, through the WEB Interface of the system.
The operator of the IVR System is able to have an accurate picture of the calls’ volume that is managed by IVR Platform. The IVR System provides reports which include information such as: the duration and number of calls, a detailed picture of options at call’s level.
IVR System reports are: Analytical Traffic Report, Summary Traffic Report, Analytical Report of options, Summary Report of options.
IVR System’s integration with ASR &TTS
IVR Platform supports “ASR”(Automatic Speech Recognition): Provides the ability to recognize and convert spoken word to text. & “TTS” technologies (Text to Speech): Provides the ability to convert text, or other symbols in speech signal.
IVR System’s advantages:
Lower cost of supply in comparison with the competition.
Installation in Call Centers, regardless of equipment that already exists.
Management of high volume of concurrent calls.
Improvement of service quality (Minimizing the service waiting time-Prioritization of calls).
Increase of staff productivity- Calls are routed to specialized agents.
Simplified configuration – no programming knowledge is required.
The operator has clear view of the system’s traffic, due to the provision of appropriate reports.
Ability to raise data in real time from external relational databases (Sql, Oracle, and others).