Intervoice IVR
Intervoice is the world’s largest independent supplier
of Interactive Voice Response (IVR) systems with over
23,000 systems offering customer self-service and
automated voice response solutions deployed since 1983
and is used by over 4,000 financial institutions in the
USA alone.
Main features
The Intervoice platform enables companies to automate all
or part of the customer telephone interaction process
using simple touch-tone selection or two-way voice
interaction.
Typical uses include caller identification, call
routing and escalation, responding to queries that
involve looking up information in back-office systems,
giving customers feedback on the progress of a call and
total automation of a customer process such as telephone
banking.
Intervoice IVR can be programmed to interact with
customers using CLI (caller identification), speaker
verification, text-to-speech and speech recognition with
CTI (Computer Telephony Integration) to further enhance
call handling efficiency and quality of customer
service.
The ability to automate the process of handling
repetitive queries and requests for information enables
companies to free-up staff to carry out more productive
tasks.
Remote facilities allow administrators with appropriate
security privileges to change menu options, insert
standard messages and create new messages and
information remotely using a normal telephone.
Customer deployments
Intervoice deployments enable companies to provide their
customers with safe and controlled real-time access to
information such as account balances, stock levels,
delivery dates, special offers, discounts, pricing,
events, promotions and share prices.
In response to a customer enquiry the system can be
programmed to search through a list of products and
descriptions and look for specific information based on
the customer’s responses to questions such as item size
and colour, how much they want to spend and in which
area are they located.
A system could programmed to inform customers about
service outages and how long they are expected to last
without having to tie up valuable agent time passing
this repetitive information to callers phoning in. Using
the remote capabilities of the system, the administrator
could implement such a message without having to be
present in the call centre.
Other self-service solutions we have implemented
include full service banking, flight information and
cellular phone renewals, among others.
Ninzi-Connect
Ninzi-Connect consultants draw on more than ten years
experience of deploying voice interaction systems to
assist companies that are using the Intervoice platform
to build functionality and personality into their voice
systems in order to enhance the customer interaction
experience and project their company image.
Intervoice IVR features
- Can be programmed to automate any voice interaction
process.
- Integrates with existing telephony systems and PBXs.
- Supports all major database systems.
- Supports all major host computer protocols,
including 3270 and 5250.
- Connects to LANs, WANs and the internet.
- Automates voice processes from any location.
- Supports fax, voice mail, e-mail and group messaging
capabilities.
- Graphical reporting tools.
- Remote and local diagnostic support and maintenance
facilities.
- Full support of Voice Recognition technologies from
leading suppliers such as Nuance.
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