IVR

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Alcatel-Lucent OmniTouch Contact Center Premium Edition offers a packaged and integrated interactive voice response (IVR) server. It automates some of the calls handled by agents using call qualification. This feature is built into the solution and does not require a dedicated server or any other specific equipment. The major functions, such as "play messages", "database look up", "propose selection menus" or even "transfer calls" are all supported within the on board package.

Visual IVR also enables users to search for information in databases for smoother call routing according to the data collected. And to make your operations even more efficient, Visual IVR can be accessed from the Visual CC interface, which enables calls to be qualified even when they are still in a queue.

Alcatel-Lucent OmniTouch Contact Center Premium Edition also interfaces with Alcatel-Lucent’s CCIVR voice platform and Genesys Voice Platform (GVP), especially when text to speech or speech recognition is required.

Using an IVR costs on average ten times less than agent interaction. Waiting time can be reduced to a few seconds when pre-qualification is used. 47% of contact centers use an IVR. In certain industries such as Telecoms, nearly 100% of calls are taken by an IVR. In fact, the more agents there are, the more IVR is used.

Automated contact center solutions enable you to provide efficient customer service without increasing payroll. Through touch-tone or speech-enabled applications from Alcatel-Lucent, customers can complete service requests without speaking to an agent. With our customer self-service solutions, callers enjoy the flexibility and convenience of interactive applications 24 hours a day, 365 days a year. This enhances your enterprise's service capability and optimizes user satisfaction, helping to increase revenues and build stronger customer relationships.

Benefits

Improved caller experience and reduced client frustration thanks to immediate service

Reduced costs as a result of minimal training requirements for contact center agents

Simple installation and easy integration into existing contact center systems

 

Components/Features

- Speech recognition and voice identification: benefit from speech recognition and voice identification technology.

- Visual interface: provide agents with easy-to-use interface

- Interactive voice response systems: direct calls and reduce waiting times.

- Identification of high-value customers: ensure automatic transfer to an agent for personalized service.

 
 

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