IVR Application Samples

Callers into a typical system hear a greeting and a menu of options.

A typical opening greeting for a system offering all of the software packages available is as follows:

“Thank you for calling ABC Company. You may press 0 at any time to speak with an operator. To hear your account balance, press 1. To check on the status of an order, press 2. To place an order, press 3. To return to the main menu, press the pound (#) key.”

From the opening greeting, callers make their choices and are transferred to one of the IVR software packages. Let’s take a closer look at each of these software packages.

Database Lookup

Callers who choose this option from the main menu are first prompted to enter a specific number. Once the number is verified against the database, callers are offered various options. Below is a typical call flow for looking up information on an item number. Choices can vary depending on the specific number entered.

Account/Order Status

Callers who choose this option from the main menu are prompted to enter their account number or order number. Once these numbers are verified against the call center’s database, callers hear the status of their order or account.

Order Entry

Using this software package, callers can automatically place an order for merchandise. This application uses a combination of IVR and transcription processing. The IVR application writes the order information captured via a Touch-Tone telephone to the database. The transcription application allows live operators to transcribe information that cannot be entered via the telephone.

The transcription module combines responses from callers given either in DTMF or voice into a single form for transcription. Forms are placed in transcription boxes, which can be accessed by a transcriber via a Touch-Tone telephone and a password. Transcribers are advised of the number of new and saved forms, just as in a normal voice mailbox. Transcribers hear DTMF responses spoken from the standard dictionary, and voice responses spoken in the caller’s own voice. Transcribers can pause, rewind, fast forward, and replay using keys on their Touch-Tone keypad. Forms can also be downloaded to tape and put on another system for transcription.

IVR applications can run in conjunction with other Wygant applications, such as Encore and Data-Follow-Me. Make sure you include integration hardware and software if it is not already included. For each application you add, consider the sizing requirements separately and increase the port size accordingly. Contact a Wygant sales engineer for pricing of each of these applications.