Interactive Voice Response (IVR)


Now a days most of the queries which hit the agent desk are very repetitive e.g. inquiry for train timings, ticket availability, lodge a complaint etc hence human interaction can be avoided by automating the process, where customers can interact with machine and get desired information. By this, customers are not only served faster but agents can address to the customers who are in real need.

IVR is useful in different businesses where most of the customer support can be automated. Our IVR supports Automatic Speech Recognition (ASR), Text to Speech (TTS) integration; ASR machine can understand the human voice, retrieves the data and respond back accordingly. This innovative IVR system can be remotely controlled by administrator through a centralized communication. Voice log of all the interactions can be stored and reviewed to improve the efficiency of the system. New IVR set up can be done by avoiding the costly hardware costs; where it can be done on a simple Linux supporting machine. It can be integrated with any 3rd party Application using webservices without any hassle. It can be easily replicated and scalable to multiple locations based on the company’s requirement.

IVR system is an integral part of C-Zentrix with n x n level of nodes possible separately for each campaign on the same hardware. The C-Zentrix IVRS can be used to integrate financial services, health services, complain registration services, hotel services

Key Features and Highlights

  1. Text to Speech Facility and Enhanced ASR (Automatic Speech Recognition Capabilities).Already integrated with Nuance/ mScriber / Sprec / Vachak etc.
  2. Festival Facility
  3. Integration with any kind of database including Mysql, SQL server, MS Access and Oracle as well as any third party application using web services
  4. Display of IVRS node traversal on Agent UI
  5. Time based IVRS announcement
  6. Detailed IVRS Reporting
  7. Each campaign can have a different IVRS flow
  8. IVRS available on VoIP, PSTN and PRI connectivity
  9. Inbuilt payment gateway module as well as facility ito ntegrate with any third party payment gateway like ATOM etc
  10. Adheres to PA DSS and so can be used as a platform for any voice commerce application
 

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