IVR is synonymous with automated DTMF-based services that run on dedicated proprietary systems. The 21st century has pushed IVR, once popular as a call center technology designed to help streamline customer contacts, onto the endangered list
An Interactive Voice Response (IVR) System automates the handling of calls by interacting with one or more online databases. Popular IVR applications include bank-by-phone, flight-scheduling information and automated order entry and tracking.
What is common in each of these examples is that a caller's touchtone or spoken requests are answered with spoken information derived from data that is extracted from a "live" database. As such, a significant percentage of installed IVR systems are used to front-end call centers in an attempt to offload as many calls as possible away from costly live-agent handling.
Most IVR systems today equipped with special ISA and/or PCI board-level products and their accompanying DS Pprocessors. These specialized processors connect to the telephone system (the platform that actually switches the calls) using analog ports (the same type of ports used for basic single-line telephones). Some are available to connect using a digital connection for advanced signaling between the adjunct call-handler and the switch. They're also increasingly networked on LANs/WANs, which is only natural: Again, their reason for being is to extract and provide information gleaned from live databases.
The main benefit to an IVR system is that it eliminates the need for agents to answer repetitive questions. An IVR system does not replace live agents, but it frees them from having to handle simple repetitive calls. An IVR system also does not take breaks, lunch or call in sick. It allows callers to get the information they need 24 hours a day, seven days a week.
You can also use an IVR system as a front end to your ACD to improve call routing. For example, an IVR system can prompt callers to enter an incident number which signals to the ACD to route the caller to a rep familiar with the product they're calling about.
IVR can also be offered as an option if callers experience long waits in queue. You may create an on-hold message that suggests the caller try to use the IVR system to get technical assistance, for example. The system can then interact with the caller to learn about their problem and even recommend likely solutions from the database.
2.0 About the IVR Solution Cum Web solution Offered:
The LOGIN ENTRY SYSTEM provides a secure access to Online Database to Branches. Branches will be allowed access to said parts of System.
The login procedure will be handled by VB code will check against the username and password in the Branch wise data as set out in database. The procedure will use pre-defined algorithms to decipher the encrypted passwords. If the login is successful, he can enter the database and modify the status etc.
The main server always connects the database of the branches via web. By this way customers feel live while accessing IVR.
3.0 IVR FEATURES OVERVIEW
Client Operations On-line
Client operations step wise are given below
- language selection
He can choose any one of the language given below
1. English 2 Hindi 3. Telugu
- Main Menu
Client can choose the services
1. Delivery Status 2.About Services 3. Contact the Operator
- Delivery Status: When customer calls through IVR system the software asks for consignee number. After entering the consignee number through telephone it will tell the status whether delivered or not. After entering the consignee number it will check into the database and it will search for that consignee number if its there it will tell the status by playing the voice messages or else it will say it is under process and will reach in day or two. The maximum number of days taken to reach the destination is two days by default.
- The main advantage of IVR system is it is available round the clock that is 24x7 bases.
- About Services: What are the services that are providing by the client can be known by choosing the option services.
- Operator: If any help needed by the customer or some problems the customer can talk to the operator.
To implement an IVR solution in your center, MnM Software will provide all the resources you need. From voice scripting to implementation, MnM Software will take full responsibility of your total turnkey solution.
Ensuring your satisfaction, an experienced MnM project manager will e assigned to your project. This seasoned professional will ensure each stage of your IVR implementation and will provide you the results you want and need.
Maintaining your project on time and within budget, MnM has developed a standard project plan for IVR implementation. The five steps are as follows:
1 - Application Requirements and Design .
A MnM software consultant will travel to your site and lead the initial design meeting with your Mailbag center manager and key technology support personnel. The results are documented in a detailed Project Plan and an IVR Call Flow Process. Your review and sign-off of these documents assures that you control the final product that MnM will deliver.
2 - Script Development.
When developing an IVR script, the goal is to increase both productivity and customer satisfaction. MnM software consultants are experts at developing IVR scripts that will both increase the usage of your IVR and the quality of your customer's IVR experience.
Human factor considerations are very important in the development of your custom script. MnM software work diligently to optimize the script call flow. It takes attention to detail to convey the correct meaning with the fewest words possible. We are careful to use plain English, domestic languages and provide simple navigation between the menus.
Using the IVR Call Flow, MnM developers will create a customized script for your specific business needs. Your company representative reviews and approves the proposed script with the MnM software consultant. The result is that you benefit from over 2 years of combined MnM IVR script development experience.
The approved script then goes through our Professional Voice Processing Procedure. This procedure includes:
You select the right voice from our numerous professional voice talents to give your IVR messages the impression that you want your customers to receive.
A professional, voice talent records the script in a professional recording environment. The final product is edited and configured for your IVR.
The script development step is then finalized with your call center consultant conducting a unit test.
3 - System & Acceptance Test
Your IVR system, including hardware, OS, and voice applications will be subjected to a rigorous set of quality assurance tests. Your MnM software engineer will remain on your site to support your designated personnel during your acceptance test of your complete IVR system.
4 - Production Installation
MnM software consultant will assist your call center manager in conducting the final production installation of your IVR system.
5 - Training & Documentation
To transition the project from our MnM Software team to your designated operations team, your MnM Software software consultant will remain on site and provide a "Train the Trainer" training session on your IVR system and the customized voice application provided by MnM
