Interactive Voice Response: Cloud Contact Center


Messaging

Reporting

ANI/DNS Routing

Workflow-triggered emails or SMS

Real-time queue statistics and rules

Paymnet Card Inustry (PCI) Tools

Workflow Editor

Schedule-based rules

Emergency Mode 

Digit Collection

Outbound Callflow Management

Voice and Web Callbacks Management

IVR - KEY FEATURES

Messaging is aware of the presence of a user and plays to the caller a variable greeting, giving information about the presence of the user. This greeting contains two elements: the reason of the diversion and the expected return time.

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Reporting allows you to respond  to changing traffic volumes and ensure service levels are maintained. With historical reporting you can measure and demonstrate performance against service level objectives, and identify ways to improve business processes.

 

Some clients will request that their IP telephony system have the capability to block inbound calls into their organization, or to route these calls to a specific destination, solely based on the “Caller-ID” being sent by the caller.  For example, if the Caller-ID or ANI (Automatic Number Identification) is that of a specific customer, then they may want to direct that call from that customer’s home number to a dedicated support representative, IVR, or Voice Message System.

 
 

Automated action in the form of an email or sms which is triggered upon meeting a workflow rule.

 
 

Provides customizable real-time monitors with visual, auditory and email alarms. Supervisors can be notified immediately of changing call volumes and customer service issues so they can respond, to ensure service levels are maintained. They can instant message employees to coach them as well as broadcast real-time statistics and messages on marquee monitors.

 
 

PCI is a certification required by Visa, MasterCard and other major credit card processors for ensuring data security and privacy.  PCI certification protects a company from  liability if credit card data is stolen or compromised. 

 
 

Allows you to quickly and easily program your IVR Routing solution using an intuitive, drag-and-drop user interface.

 
 

Rules are call conditions that are evaluated at runtime of the call flow. When an incoming call enters the call flow, call routing decisions are made based on preset rules. For example, an incoming customer call reaches the telephone system and is entered into the call flow. The rules associated with the call flow are evaluated, and a call routing decision is made based on selected routing conditions, such as ANI, DNIS, Queue Conditions, Schedule or a combination of these.

 
 

Emergency IVR mode to route calls to emergency destination (can be enabled remotely). Enables you to change over from Normal to Emergency mode if extreme weather conditions or other events force the temporary, unforeseen closure of your contact center.

 
 

The Collect Digits activity prompts callers to enter, through their dial pad, information that can then be stored in a variable. For example, Collect Digits could enable a caller to enter their membership number when they enter the Workflow. If stored in a custom variable, this information can be sent to an agent to provide them additional information about the customer.

 
 

Makes outgoing calls to external and internal numbers. Once connected, an Outbound workflow can play the connected party a greeting or ask them to enter information into IVR Routing. Outbound workflows can also transfer a connected party to a queue, agent, or extension automatically or based on responses to an option menu.

 
 

Allow customers to request a queued callback by leaving a voice message or using the Web.

 
 

Interactive Voice Response Solutions

Our Interactive Voice Response (IVR) solutions deliver results. As a part of our multimedia Cloud Contact Center, our IVR system identifies, segments and routes your callers to agents well-equipped to provide them with the answers or information they need in the fastest amount of time. Learn more about our advanced IVR solutions below.

Automate Basic Services

With our IVR system you can start enhancing your organization’s productivity by automating services, which include:

  • Variable greetings
  • Routing or blocking calls
  • Collection of digits
  • Outbound workflows
  • Workflow-triggered SMS or email

These features are also customizable. Set up your IVR system to initiate a Collect Digits request, for example, before connecting callers with an agent to expedite the process or program your IVR to offer self-services, like for account statuses, bill payments and more.

Route and Prioritize Callers

Our IVR system delivers solutions for routing calls, as well as prioritizing select customers. Features like our Caller ID or Automatic Number Identification (ANI) tool blocks or routes inbound calls based on their phone number. Use the feature to direct a caller to their dedicated representative or Voice Message System.
You can also customize your schedule-based or call flow rules to your organization’s unique needs. Modify the following conditions for more accurate routing:

  • ANI
  • Queue
  • Schedule
  • Dialed Number Identification Service (DNIS)

More precise routing with our IVR solutions results in a more efficient and productive workflow, which has benefited a variety of our clients in industries ranging from education to finance, legal and more.

Manage High Call Volumes

Our IVR system provides a solution to shortening the average on-hold time — 38 seconds — and stopping callers from hanging up. Use these tools to react to changing conditions by reviewing valuable information like:

  • Real-time queue statistics
  • Live queue rules
  • Historical and real-time reporting
  • Drag-and-drop workflow editor

With our workflow editor, you can modify your IVR routing solutions fast and without hassle. Our IVR features a drag-and-drop interface that makes it easy to adjust your routing conditions in response to high call volumes or shifts in your available staff.

Stay Active in Emergencies

Extreme weather or unforeseen outages are remedied with our IVR system. Our IVR’s emergency mode routes inbound calls with ease to an emergency, highly available (HA) center or each user’s cell phone — if desired.

Switching between our emergency and normal modes is also simple. You can do it on-site from your smartphone or remotely if you’re away from the center. We also ensure our services remain online for you with our 99.99% Service Level Agreement.

Learn More About IVR Solutions From UniVoIP

Our IVR solutions are a core part of our 100% scalable multimedia Cloud Contact Center. We’ve engineered our IVR technology to enhance your organization’s productivity and efficiency while providing options for customization.

Browse our success stories to see how our IVR system has driven results. Or, schedule a personalized demo or contact our friendly and knowledgeable team to learn more about our cloud-based Unified Communication as a Service (UCaaS) solutions.