is a proven technology with an identifiable ROI. Interactions that can be completed by NexxPhase IVR
interactive will typically save 80 -90% over the cost of a live agent. Anywhere from 20% to 90% of all incoming customer inquiries in industries such as retail banking, credit card, brokerage, insurance, health care and utilities. Are active
IVR interactive users, with self-service options available when live agents are not available? And with our Customer Interaction Manager, if a caller cannot get the information they want using self service, they can transfer to a live agent who can see everything they've done. No more asking for a customer or social security number for the third time.
IVR systems work in conjunction with ACD and CTI systems by providing announcements to the caller and collecting information. Announcements can be recorded or synthesized Text-to-Speech (TTS). Information can be collected as DTMF touch tones (0 – 9, *, #) or Automatic Speech Recognition (ASR). Through IVR
systems programming (scripting), our IVR systems provides an interface for callers' input of additional information to assist in routing the call to an appropriate agent or the automatic delivery of requested information.
The limited keys on a telephone keypad or limited vocabulary of a speaker-independent voice recognition program make it a challenge to build user-friendly applications for anything but the simplest of applications,
like checking the status of an order or flight schedules. Our professional services team will help you design meaningful apps, as well as suggest other ways to collect customer data or provide self-service options.