IVR Interactive Voice Response
Introduction
We can provide a range of Interactive Voice Response (IVR) interfaces for automated interaction with your callers. Some interfaces you can create and manage for yourself, some can interact with your CRM system, some are bespoke systems involving developments. In all cases, we deliver IVR solutions that can be as powerful, as flexible and as professional as you could possibly need.
Being a hosted solution means that you don't need to buy, install or maintain any hardware - and, since our applications are 'pre-integrated' there's no software to buy either!
Applications include:
- Basic 'Press 1 for this Press 2 for that' routing
- Message lines
- Information lines that change each time the caller calls back (i.e. during a walk around a scenic route)
- Self-help lines, for example, to request a brochure etc
- Automated surveys and questionnaires that branch according the responses that are given by the caller
- Pre-agent IVR for contact centres
- Ticketing lines
- Credit card payments - automated PCI-DSS compliant routines that do not have a human-in-the-loop while collecting the customers details (more)
- PIN retrieval and card balance information over the phone (more)
- Bespoke developments that could involve, say, speech recognition and lie detection capabilities (provided via third parties)
Our systems are entirely scalable - so we can ensure that you have more than enough capacity for your service, no matter how high its call volumes are, dedicated capacity at very low cost!
- Tone and voice menus and data entry
- Voice forms for collecting complex voice messages using multiple questions and voice recordings such as "name", "qualifications", "experience" etc and delivering by email with the voice message attached
- Automated Surveys
Allows multiple data field capture such as Mortgage account number etc - Delivers data to the customer in human announcements form, or computer generated speech form
- Blended IVR / Live Agent Call Processing
- Service Bureau Capabilities
- Custom IVR Development
- Competition lines
- Recorded information messages
- Emergency notifications
- Live links to your database
- Data Hosting Service hosting your database at our network centre, verifying a callers permission to access data and delivering the data accordingly, both to the caller & or call centre agent.
Benefits- There's no need to buy expensive servers or development software
- Services can be developed extremely quickly
- We can provide real-time statistics giving you full control over your marketing strategies
- We will provide you with professional advice on every element of your design
Based on a powerful hosted platform: ContactWorld
ContactWorld has a modular architecture that is ideal to build telephony solutions such as IVRs, automated data collectors, customer and HR surveys, voter registration, automated payment, information and emergency messaging systems...
The solutions range from straightforward IVR messages that you can configure and manage yourself, to the most sophisticated solutions that combine IVR messaging with PCI DSS compliant card transactions and more.
NewVoiceMedia solutions are used by companies such as Tesco Property Services to give automated information about a house for sale to prospective buyers. They are use by ticketing companies such as TelSecure, and by Parcelforce Worldwide to take secure card payments before shipments leave customs.
The Hosted Telephony system can be used to enhance an existing call centre. For example, it can provide the customer prompts to get a card ready before connecting through to the agent, saving 20 seconds a call adds to a huge increase in productivity and provide the agent with more satisfying, added-value work, thus reducing agent churn.
An example of an IVR call plan for a football match ticketing application.
