There are many IVR solutions that are used across many industries. They solve general business issues and are not tied to any particular industry or method of doing business. All businesses are faced with providing better customer (external and internal) service while dealing with cutting costs. The key is to find those areas of the business where automating processes makes the most sense from both a financial and a customer impact viewpoint.
Cross-Industry IVR Solutions
Bulletin Board/Information Services
- Delivers information to the agent desktop that identifies the caller and allows the agent to more efficiently and effectively handle the call.
- Saves time and dollars by using business intelligence to route calls to the correct destination, reducing the need for redirected calls.
- Provides a better experience by helping callers get to the most appropriate agent for their needs and minimizing the necessity to provide information multiple times.
CTInsight is offered in a number of available configurations. In the simplest form, it monitors incoming calls for the associated Dialed Number Identification Service (DNIS) and Automatic Number Identification (ANI) information provided by the switched telephone network. CTInsight then provides the mechanism to display that information to an agent desktop at the same time the call arrives at the agent’s telephone.
For the many business situations in which ANI information would not provide a reliable match with customer records, CTInsight can be configured to prompt the caller for other information such as account number, home telephone number or other unique identifier. System confirmation of the caller’s input can also be provided. At that point, INI’s Data Connection Plug-in (IDCP) can be invoked to query a customer’s data system to determine customer name, address, customer ID, and routing information.
Collection and confirmation of the caller’s information can be done with a combination of Touch Tone, Automatic Speech Recognition (ASR) and/or Text-To-Speech (TTS), depending on business requirements.
Customer Information Access
Expected Wait Time/Queue
Password Reset, utilizing voice authentication technology for security, allows employees to call the system to request a reset for lost/forgotten passwords. The system confirms the caller’s identity using voice authentication software and then either resets the password or assigns a new one. The new password can be spoken to the caller or it can be sent to the caller’s voicemail box for additional security.