| Benefits |
| Reduces talk time |
IVR provides immediate, accurate response to callers. |
Reduces hold time in queue |
Delivers immediate response to inquiries - no waiting on hold in queue. |
Reduces costs |
Studies show that up to 50% of calls can be automated with IVR. IVR saves the cost of
hiring additional personnel to handle increased call loads. It also shortens time on hold on expensive 800 numbers by off-loading
callers to a quick, automated process. |
Lowers abandonment rate |
Callers get the information they need, instead of hanging up. |
Improves reliability |
Operates all day, every day with less chances of error. |
Provides a consistent level of service |
Every caller gets the same level of service. |
Increases call handling capacity |
IVR off-loads callers from the queue so call centers can handle more calls with
fewer agents. |
Expands business hours |
Services can be provided 24 hours per day, 7 days a week, 365 days a year. |
| Provides privacy to callers |
Callers communicate directly with the computer database. Live agents won't hear
private or sensitive information. |
| Features |
| Unlimited port capacity |
96-port modules can be networked together through a LAN for a seamless system
that has virtually unlimited growth capacity. |
Call transfer |
Calls can be transferred out of the system back to a live operator as long as the PBX
supports hook flash transfer. |
ANI/DNIS signaling supported |
The system can capture ANI/DNIS information provided by the carrier when properly integrated
to the PBX. Used to identify and route callers. |
Multiple simultaneous applications |
The system can run multiple applications simultaneously in the same system. |
Host connection capabilities |
The system can connect to a variety of host computers, and communicate with asynchronous
or synchronous hosts as well as LANs. |
Host down detection |
The system can detect when the host is down and handle callers by speaking an appropriate
message. |
Local database capabilities |
The call center's database can reside on the Encore system, providing backup capabilities
in the event of a host-down event. |
System administration |
The system comes equipped with an Administrative Console that has easy-to-use screens for
routine system administration. |
| System security |
The administrative console is password protected, so only authorized personnel can gain
access to the system. |
| Remote administration and maintenance package |
Using dial-up or VPN remote access, Wygant or authorized reseller service personnel can call
into the system for maintenance, diagnostics, upgrades, etc. |
| Activity reporting |
Every event on the system is captured and output to a file for reporting purposes. |
| Message editing |
Administrators can call into the system using a password to edit messages. There is
also a message editing utility, Message Manager, which allows professional message editing via the keyboard when the system is not
operational. |
Summary
Interactive Voice Response is an application that runs on the Encore system and allows callers access to database information to to
execute transactions without an agent’s assistance. In database-driven out dial mode Encore can place emergency or notification
calls automatically. IVR can run in conjunction with other Encore system applications, or with pure recording and service observation. The system
can grow indefinitely by networking PC platforms together.
• There are many standard IVR packages designed specifically for call centers that automate routine tasks.
• IVR applications must interface with a call center’s database.
The Encore system can store the database
locally or interface with most host computers and LAN’s.
• IVR provides many benefits to call centers that reduce hold time, reduce talk time,
and lower the call
abandonment rate. |
