Call Centers & VoIP in Mexico

CENTERWARE IVR

Today it is not enough for your company to communicate through an operator within a certain schedule. Now the IVR module is essential. This modern system achieves higher satisfaction levels for your customers by reducing wait times and allowing for information access 24 hours a day. It interfaces directly with your databases and communicates through automatic voice response menus, the internet, e-mail, XML, IP, chat and fax to maintaining clear and effective contact with your customers at all times, while boosting your agents' productivity by freeing up time to handle calls requiring more assistance.

IVR modules feature a graphic, user friendly environment that is easily configured to perform any application your business may need. It is an advanced solution based on Microsoft operating systems, Dialogic boards, and Envox IVR software, the world leader in voice processing software development. Its flexible design allows for modular growth in ports and auxiliary technologies such as, natural voice recognition, (Nuance NVR), fax on same call, fax back and fax on demand, with access to any database and web pages. It includes icons for making IP, XML, voice XML, HTML, e-mail, CTI connections and audio and image conversions.

IVR permits such applications as:

  • Balance inquiries
  • Unified messaging
  • Service use with prepaid cards
  • Transmission of information existing databases via fax or e-mail
  • Telephone registration
  • Order taking
  • Telephone surveys (RadioVote and Televote)
  • Market research
  • Database queries
  • Flight arrival and departure information
  • Point of sale locations
  • Fax transmission from e-mail
  • Call routing
  • Voice mail and telephone directory
  • Automated attendant with welcome menu and options
  • Audio-text information
  • Fax on same call, fax back, fax on demand and fax broadcasting applications.
  • Reminder systems
  • Staff control
  • Contact Center developed on EnVox platform
  • CTI integration with different platforms for call centers

Using its in-depth knowledge of the EnVox tool for integration with customer platforms, Nuxiba Technologies has developed a large amount of sophisticated applications for its customers on different platforms with various environments, including databases, development software, CRM and telephone architectures.

IVR characteristics:

  • Scalable to thousands of ports
  • Windows Server 2003 operating system
  • Access to any database
  • Graphic environment for object oriented development
  • Open framework
  • Call statistics per port, per system, per application and per menu
  • Use of fax, text to speech and voice recognition technologies
  • On the fly changes
  • Voice message graphic editor
  • Dynamic application assignment per port
  • Applications purging
  • Development tools: C++ and Visual C++, TAPI, Java, Visual Basic, TCP/IP Socket, XML and HTML

Connectivity Diagram

  • Integration with digital and analog extensions
  • Integration over trunk, analog and T1 lines
  • Integration with IP telephony

Advantages and Benefits

  • High integration level
  • Integral solution
  • Low cost
  • Operates with your current switch
  • Does not require ACD or CT-Link
  • Total administration from a single point
  • Customer can easily obtain required information without requiring your staff's assistance
  • Your company's database information is obtained via telephone
  • Call routing
  • No calls lost
  • 24 hour service
  • Operating efficiency
  • Total integration with 90% of PBX's
  • Corporate image
  • Totally programmable and configurable by your staff

IVR Features

Applications Generator

  • Advanced environment for creating IVR services.
  • High level object oriented language.
  • Very friendly graphic user interface.
  • Connectivity to XML database, HTML, email, ftp, etc.
  • Connectivity to telephone exchanges.
  • Statistics generation.

Voice Messages Editor Module

  • Graphic editing environment.
  • Voice graph for editing.
  • Permits recording, reproducing, copying, cutting, inserting silence, erasing silence.
  • Mixes various tracks: music and voice.
  • Accessible while IVR application is being developed.

Database Interface

  • SQL module
  • Client - Server
  • ODBC - Sybase, Oracle, Informix, MS SQL Server, etc.
  • DB MODULE
  • DB residing in the same IVR
  • Dbase, Clipper, FoxPro, Excel, etc.
  • C HOOKS Communication to networks - TCP-IP, Token Ring, host mainframes, etc.

CDR: Call Detail Record

  • ASCII line for calls: time, system, application, line, length.
  • To be read by any database or spreadsheet.

Reports Generator

Offers statistics customizable by:

  • Date
  • Time
  • Time periods
  • Call length
  • Port
  • Extension
  • Agent
  • Customer
  • Telephone number
  • Contract number
  • Customizable

Call Quantity Reports:

  • Made
  • Received
  • Abandoned
  • Exceeded
  • Answered by fax modem, recorder or answering machine.

Counter Reports:

  • User defined.
  • Counters per line

Productivity Level

Dead times

Accumulated time in dialog

Rate meter for telephone use per campaign

Others



Call us toll free at: 1(877)MY-NUXIBA or (877)696-8942  or  (801)859-4100
sales@nuxiba.com