American Tele-Connect Services, Inc. - Voice, Data, Integration, Business Telephone Systems Wiring and Cable

Applications Platform: IVR
Inter-tel Enterprise CTI IVR solution

Inter-Tel's Applications Platform is a highly scalable, flexible platform that supports customized applications to fit virtually any organization's need. It includes a signaling and services engine and a graphical service creation environment. Inter-Tel's Interactive Voice Response (IVR) integrates computer, telephony, Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) capabilities and allows for customization for virtually every type of environment.

Interactive Voice Response can be deployed as a front-end to Automatic Call Distribution (ACD) systems, which can ask questions that help routing and enable more intelligent and informed call processing. It can also be used to add an interactive value to what would normally be 'wait time' by providing callers with information, which can result in reduced call drops and increased customer satisfaction. In addition, by using IVRs as front-ends, recordings can be used for repetitive messages, and transactions can even be performed without involving customer service personnel. Interactive Voice Response applications are typically customized based on specific business requirements, with the only limitation being perhaps the number of options that can be feasibly presented to callers.

At A.T.S. we recognize that each organization has different computer telephony needs. The Applications Platform is flexible and allows for tailor-made applications to be created. You have the choice of having your custom applications developed by an authorized Inter-Tel provider, or you can select the option of engaging Inter-Tel's Custom Solutions group. Whichever route you select, the Applications Platform can support custom scripts and applications that will undoubtedly ease the challenge of trying to deploy "off-the-shelf" solutions that do not suit your organization.

Starter Applications
A starter pack with two IVR applications is available for general business purposes with any deployment of Applications Platform: IVR. The starter applications can be expanded or customized to meet your specific needs by Inter-Tel's Custom Solutions group.

Caller Query Script—With the Caller Query Script, the caller is prompted for either a telephone number or an account number to enable a screen-pop application to display the correct customer record.

Call Me Back Script—This script provides normal ACD group functionality with an overflow message that allows the caller to request a callback.

IVR Applications by Industry
The possibilities and benefits of deploying IVR applications are endless. For example, a pharmacy may choose to use an automated interface for prescription refill processing, and a brokerage firm could enable clients to make account transactions. A wholesale company may choose to provide order status to its customers via IVR, while an automotive dealership could enable service customers to schedule maintenance via their IVR. Within the higher education sector, students can register for classes and check their grades. Athletic fans can obtain information about upcoming games and events and order tickets.

Features

Automates call handling when deployed as a front-end
Provides telephony interface to data, documents, Web content, multimedia and people
Enables DTMF (dual tone, multi-frequency) digit collections to collect customer account numbers, credit card numbers, etc.
Interfaces with various databases, such as Oracle, SQL Server, etc.
Allows callers to obtain information, provide instructions for call handling or conduct transactions simply by speaking naturally with optional Automatic Speech Recognition capabilities
Grants you the ability to record messages about the latest product, special, etc.
Converts textual information into detailed, personalized, spoken information with optional Text-to-Speech capabilities
Allows for tailor-made applications to be created and deployed quickly

Benefits

Increases employee productivity by eliminating the need for agents to answer repetitive questions
Provides your customers with 24/7 access to information and services
Reduced errors in data capture/input
Seamlessly integrates with your existing applications and streamlines operations
Reduces the need to add customer support staff for peak hours
Increases your ability to "push" information to your callers
Effectively routes calls to the appropriate personnel
Allows you to pursue new markets, reduce overhead and increase customer loyalty