Call Center IVR

Concenex’ Interactive Voice Response is an easy to use software tool that provides automated call center capabilities enabling customers to use the keys on a touch-tone phone to access information and complete virtually any task – even unassisted. The tasks can range from surveys to appointments, account information, flight arrivals and departures, package delivery status and much, much more.

Interactive self-service capabilities are provided through several methods such as a pre-recorded human voice, text-to-speech or downloaded .wav files stored at Concenex’ hosting facility or in a customers on-premise equipment. These pre-recorded options are accessed via customizable phone menus.

Some IVR products include an unlimited number of phone menu service options such as playing a message, routing an interaction to a queue, sending a fax, opening a sub-menu, and other interactive features.

Advanced IVR features include data connectivity to multiple data sources, wireless access, automated speech recognition (ASR), in-depth call center reporting, VXML or other standards based support and support of multi-channel communications such as input by Web or fax.

IVR applications can vary in scalability, from several ports for a single location, to thousands of ports suitable for multiple centers or even carrier networks.

Industry analysts report that interactive software applications can significantly reduce the cost of supporting customer interactions if advanced speech applications are used to more flexibly support complex customer interactions, such as helping callers self complete applications, scheduling service requests, providing technical support, and handling financial transactions. Some studies show that companies migrating from touch-tone to ASR experience up to a 15 to 20 percent gain in un-assisted call completions.