Deliberately Different. Softwarebased. Communications Solutions. IVR Interactive Voice Response

Transcription

1 Deliberately Different Softwarebased Communications Solutions IVR Interactive Voice Response

2 What is IVR? Interactive Voice Response Interactive Voice Response (IVR) is an interactive technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications allowing customers to access a company s database via a telephone touchtone keypad or by speech recognition, after which they can service their own inquiries by following the instructions. IVR systems can respond with pre recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. IVR inbound and outbound capabilities: Bank by phone Prescription refill Feedback surveys Outbound notification and appointment reminders Catalog purchases Other in demand services Just some of the benefits for a thoughtfully designed IVR system: Improve customer satisfaction levels Free up agent resources Simplify administration and development Add interaction management functionality as needed Easily add agents, users and messaging applications Report on activities across media types

3 Software Features Offer 24X7 self service options that attract customers and improve retention. Launch new IVR services using CIC IVR s built in graphical application generator and customized applications published on the fly. Construct voice forms for DTMF Touch tone, speech recognition, or spoken/recorded responses; also store or bundle responses into e mails for delivery. Support post call satisfaction surveys, including surveys created using the integrated Interaction Feedback module. Place outbound calls, either at scheduled times or using the Interaction Dialer application to deliver pre recorded messages to any size audience. Offer multi lingual options including English, Spanish and other languages. Increase contact center capacity by completing calls within the IVR without agent interaction. Improve call capacity without adding staff in your contact center or service groups. Increase call completion rates with intuitive speech recognition. Structure outbound IVR applications for automated appointment reminders, emergency notifications, wakeup calls, fundraising, telesales messages, supplemental marketing, etc. Provide internal services for employees, such as benefits enrollment, time and attendance reports, shift scheduling, work order assignments and more. Some Available Programs Financial Counseling Pre Questionnaire Pre Purchase Housing Counseling Pre & Post Questionnaire Client Satisfaction Survey Post Reverse Mortgage Counseling Questionnaire Client Exit Survey Credit Report Review Counseling And many more. The following pages contain brief explanations and call flows for some of the post popular IVR s. Please note: call flows are simplified but representational of the types of programs that Interactive Voice Response can provide.

4 The Client Access IVR is used by your clients to access their account information 24 X 7. This IVR allows them to access information such as deposit, disbursement, and balances. They can also update their information such as address and telephone numbers as well as leave voic s.

5 The Creditor IVR is used by the creditors to check if the clients that owe them money are making payments as scheduled. They can check to see if their monthly deposit has been made, update the balance remaining in the client account, etc. They can also accept or reject proposal.

6 The Appointment Reminder IVR calls your clients at their home number to remind them of their appointments with you. The clients then have a choice to either confirm the appointment or reschedule. If they confirm, they are given the option to hear the driving directions to the specific location where they have an appointment scheduled. Clients that have over the phone appointments do not hear this information.

7 The Client Retention IVR calls your client to inquire about payment status. The clients have a choice whether to enter information about a payment already made, a payment that will be made in the near future or to inform of inability to make payment. The option involving a payment already made or a payment to be made will prompt them to enter specific payment information. If the client enters the option of inability to make a payment, they will be prompted to speak to their counselor or leave a message for their counselor to call them.

8 AVDS MISSION To provide the highest quality, most cost-effective Computer Telephony Integration (CTI) solutions, which improve our clients ability to provide superior service to their customers while AVDS maintains the highest degree of integrity and ethical business standards. To learn more, please contact an AVDS Solutions Consultant at: 3100 Timmons Lane, Suite 510 Houston, Texas Tel Fax The Corners Parkway, Suite 110 Norcross, Georgia Tel