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IVR systems can be used to control almost any function where the communication can be broken down into a series of simple menu choices. In IP Office use, such as customer support lines, IVR systems scale well to handle large call volumes. Avaya IP Office Voicemail Pro supports the ability to construct powerful interactive systems based upon DTMF telephone key entry. This is achieved by using the flexibility provided from the built in call flow actions. As a caller passes through any part of a defined call flow the system is capable of interacting with most third party databases through the use of the standards based ADO interface (ActiveX data objects). The system is capable of retrieving information from a database and writing information into databases. The result of this is that powerful Interactive Voice Response systems (IVR) can be designed to specifically meet the requirements of the business and the customer experience that is required.
The use of IVR and voice automation enables a company to improve its customer service and lower its costs, due to the fact that callers’ queries can be resolved without the cost of a live agent who, in turn, can be directed to deal with specific areas of the service. If the caller does not find the information they need, or require further assistance, the call is then transferred to an agent who can deal with them directly through CTI integration. This makes for a more efficient system in which agents have more time to deal with complex interactions, for example, customer retention, up selling, cross selling and issue resolution. This way, the customer is more likely to be satisfied with a personalised service and the interaction is likely to be more fulfilling and rewarding for the agent, as opposed to dealing with basic enquiries that require yes/no responses, such as obtaining customer details. Employee satisfaction is important in the telecommunications industry due to the fast turnover of staff, IVR is therefore one way of retaining a workforce and allowing them to do a more effective job. IVR also enables customer prioritisation. In a system whereby individual customers may have a different status, for example, a bronze, gold or platinum card holder, the service will automatically prioritise the individuals call and, in the case of a platinum card holder, move them to the front of the calling queue.
Avaya Voice Mail Pro already has out-of-the-box IVR system applications. However, if an even higher degree of sophistication is required in your IVR system application, custom programs written in Microsoft Visual Basic can be integrated into the voicemail system - making the power of the voice mail system to integrate with your accounting, customer management, and product management databases virtually unlimited, especially in combination with TTS. A text-to-speech (TTS) engine is the piece of software that raw data, such as an account balance, is "read" to a caller over the phone. The Avaya IVR solution comes with its own TTS engine.
IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Many IP Office IVR users use IVR services to extend the business hours of operation. Typically callers speak information into their phone and this is then used to complete their enquiry, order or contact without a live agent, 24/7, 365/365. Examples of typical IP Office IVR applications are:
Telefonix Voice & Data,
Unit 1 Bourne Mill Business Park
Guildford Road, Farnham
Surrey, GU99PS, England
Tel: +44 01252 333 888
Company Reg: 04351046