IVR Edge. IVREdge Features

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2 IVR Edge The use of IVR and voice automation enables a company to improve its customer service and lower its costs. Self-service capabilities enabled by Interactive Voice Response (IVR) technology, allow customers to access information and conduct transactions virtually around the clock. InterDialog IVR automates some or all of your customer interactions to help improve the service you provide to your customers and in turn reap the advantages. Extend hours of operation with the same staff Automate routine tasks allowing agents to concentrate on critical issues Speed your customers' access to information Increase your call handling capacity, at a lower cost than hiring more staff Manage large and unpredictable call volumes Offer quick and easy access to information for all your customers, regardless of their access to computer and internet technology Delivery of pre-recorded message on answering machine, DTMF detection for follow-up questions Interact with third-party applications and databases to simplify many processes such as information /data retrieval, data input, etc Teckinfo s IVREdge is a robust and scalable Interactive Voice Response System, from 4 port to 128 E1 per server can be handled with ease and efficiency. IVREdge Features Simple to use Graphical System Design Interface Multiple telephone line support both on Analog and Digital Advanced call screening and call switching options Can be integrated with any type of database. Playback data retrieved from database Text to Speech Call Transfer to other extensions Full logging of callers' details and all the selections made during the call Multi-Language support Flow Selection on DNIS (Dialed number identification service) Flow Selection on ANI (Automatic Number Identification) IVREdge based solutions are being used by Call centers to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback (at a suitable time and telephone number). The system may obtain caller line identification (CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information, password and biometrics (such as voice print). In addition to interacting with customer information systems and databases, IVRs will also log call detail information into its own database for auditing, performance report, and future IVR system enhancements. IVR may be used by survey organizations for asking more sensitive questions where the investigators are concerned that a respondent might feel less comfortable providing these answers to a human interlocutor (such as questions about drug use or sexual behavior). In some cases an IVR system can be used in the same survey in conjunction with a human interviewer. For example, during the survey the interviewer might inform the respondent that for the next series of questions they will be sent to an IVR system to continue or complete the interview.

3 Entertainment and Information Some of the largest installed IVR platforms are used for televoting on television game shows, which can generate enormous call spikes. Anonymous access IVR systems allow callers to obtain data relatively anonymously. Hospitals and clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results. Users are given a passcode to access their results. Clinical trials IVR systems are used by pharmaceutical companies and contract research organizations to conduct clinical trials and manage the large volumes of data generated. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include patient randomization and drug supply management. They are also used in recordiing patient diaries and questionnaires. Other uses Other common IVR services include: Mobile Pay-As-You-Go account funding; registration; mobile purchases, such as ring tones and logos Banking balance, payments, transfers, transaction history Retail & Entertainment orders, bookings, credit & debit card payments Utilities meter readings Travel ticket booking, flight information, check-in Outbound calling IVR systems can be used for outbound calls, as IVR systems are more intelligent than many predictive dialer systems, and can use Call Progress Detection to recognize different line conditions as follows: Answer (the IVR can tell the customer who is calling and ask them to wait for an agent) Answered by voice mail or answering machine (in these circumstances the IVR system can leave a message) Fax tone (the IVR can leave a TIFF image fax message) Divert messages (the IVR will abandon the call) No answer Common IVR applications include: Weather forecasts, water, road and ice conditions - Schools, Colleges and Educational Institutions - Bank and stock account balances and transfers - Surveys and polls - Call forwarding - Simple order entry transactions - Selective information lookup (movie schedules, etc.) - Ticketing and Reservation - IT Enabled Services - Hotels, Airline & Train Ticket Enquiry & Booking Centers - Entertainment Industry - Complaint Booking and Customer Support Centers - Banks, Finance and Credit Corporations - Tele-Marketing Industry Outbound Calls

4 Benefits of InterDialog IVR IVR answers every call with options for multiple languages based on Dialed number. IVR provides user defined rule based routing e.g. IVR can automatically play customer defined options based on the data captured (CLI) or entered by the subscriber IVR routes the call to the appropriate ACD group e.g. enquiries, new schemes, technical support, etc IVR also captures customers dialing details and presents them to ACD or CTI directly to make routing of calls easier by identifying the calls, i.e. by identifying the customers from DNIS, CLI, ANI or internal Calls IVR also provides multiple options to callers for self retrieval of information by fax (optional), like new schemes, details, technical help, etc. Voice Messages : It is used for recording, storing and playing and distributing phone messages to agents and / or group. Voice Messages can be attached as messages and routed to agents Voice Mail : Provides the customers the choice to leave their requests eg. Call back requests in times of long time queuing etc Voice Mail requests are retrieved and played back at any time from agents voice mailboxes or via their desktops System keeps a log of all voice messages senders, receivers date and time etc for reporting purpose No. Of IVR ports can be equivalent to the incoming voice channels to provide non-blocking facility and is upgradeable to maximum number so desired IVR provides customer data like Invoice No., Billed Amount, Trouble Ticket based on CLI identification by the callers

5 About Us : Incorporated in 1995, Teckinfo Solutions Pvt. Ltd. has been a leading solution provider in Converged Voice and Data Solutions. Teckinfo's rich experience and domain knowledge helps it to develop and deliver Call/Contact Center, CRM, Helpdesk and other Unified Communication products and solutions. Our Products and Solutions are highly scalable and flexible, thus empowering organizations to engage their customers and enhance their experience. Our Other Products: End to End Call/Contact Center Solution Automated, Predictive, Progressive & Preview Dialer AOD Supervisor UNIFIED VIEW & RETRIEVAL FOR RECORDED FILES ViaSMS In-Touch. In-Time. S Automated Voice Blasting Solution Real Time Monitoring & Reporting Software Unified View & Retrieval for Recorded Files SMS based Alert & Query System Help Desk Software Along with our powerful and robust products we have CIMs and CRM for multiple verticals backed by strong domain knowledge that help customers derive the best out of our products and solutions. : Teckinfo Solutions Pvt. Ltd. 1/1BA, 3rd Floor, Mohammadpur, Bhikaji Cama Place, New Delhi l India Tel.: , [email protected], [email protected] Web : Ahmedabad Bengaluru Chennai Delhi (NCR) Hyderabad Kolkata Mumbai Pune South East Asia Middle East Africa