Noble-Amcat IVR Applications: Interactive Voice software call center systems, Contact Center self service IVR with integrated ACD

Interactive Voice Response (IVR)

IVR uses touch tone and voice commands to: (1) Route calls with the Amcat ACD (2) Provide information to the caller (3) Collect information (4) Perform processes such as providing an account balance.

IVR Self-Service is used for inbound customer service and for outbound contact.

The Amcat IVR Self Service Application provides:

Dynamic call routing: skills, priority, and service level
Point and click interface with custom scripting capabilities
Access to ODBC standard databases
Automated attendant, information retrieval and update
Touch tone control
Played messages: greetings, advertising, text-to-speech, speech recognition

Achievable Benefits

Increased efficiency is realized by both the consumer and the contact center through self-service applications. IVR helps alleviate the following challenges:

High call volumes at peak times
Excessive hold times during these periods
Workforce turnover and quality issues
Requirements to automate outbound processes

Self Service

Self service systems support large volumes of contacts without requiring costly workforce resources and provide:

Timely, automated resolution of customer inquiries
Data and information organization and consolidation
Automation of complex processes
Operational hours 24/7 without increasing staff
Customized call flow scripting to eliminate repetitive and costly tasks from the agent agenda
Low-cost multilingual call center customer support
Voice mail, message delivery and fax on demand
Outbound contact efficiency without agent resources

A Closer Look

Inbound self-service allows callers to interact with the organization during and after hours typically without the need of an agent. The growth of inbound IVR is being driven by increased phone volumes, the need for faster, more efficient service, and cost savings.

Outbound IVR messaging allows the person called to answer questions, take surveys and more without an agent resource. Outbound IVR facilitates a range of markets including collections, telesales & lead generation, market research, alerts, group & community communications. Calls can takes two forms:

Initiated by a live agent who starts the call and then launches the IVR to automate a portion of the call.
Started in an automated mode with the person called being provided with a list of options that includes voicemail, entering or receiving information, or speaking with a live agent.

Amcat IVR allows callers to interact with critical data in various databases. The IVR system can also gather caller information such as product orders, credit card information, and market surveys, as well as provide account or product information.