CENTERWARE IVR

Nowadays communication to an operator within an specific schedule is not enough, companies need to an IVR module, whose modern system increase the satisfaction of the customer, decreases waiting times and provides 24 hour access through direct interactions with databases by means of interactive voice response systems in order to establish a clear and effective communication with the customer while increasing the productivity of the agents and attention time (if necessary).

Our IVR module is characterized by a friendly and easy graphic environment, which is configurable; it is an advanced solution, based on RIA applications (Rich Internet Application), whose flexible design allows increasing ports and auxiliary technologies, such as TTS, database integration and web services.

Through the IVR users will be able to:

• Review its balance.
• Unify messaging.
• Service consumption with prepaid cards.
• Telephone subscriptions.
• Orders.
• Telephone surveys (TeleVote and Radio Vote)
• Market research.
• Databases consult.
• Flight information (departures and arrivals).
• Locate point of sales.
• Call routing.
• Voicemail and telephone directory.
• Automatic operator (including welcome menu and options).
• Audio-text information.
• CTI integration with different platforms for call centers.
• And more...

Facilitate the interaction between your customers and/or users, increase their satisfaction and decrease waiting times and 24 hours access by means of interactive voice responses.

With CenterWare Xion IVR you will be able to create voice menus for each DNIS, with different functions and completely independent among them through an interface ordered in blocks which will allow you to make simple or complex flows and activate them in a few minutes.

Use the audio manager to load all the pre-recorded messages in a .vox format to create the menus and integer, flow and string variables at any part to create advanced IVR flows. Besides, use system variables to obtain the received information, such as ANI, DID and CallID, and review the information from a database.

Consult information from any database

CenterWare Xion module consents to verify and write the information practically into any database server since it allows ODBC connections. Use variables reproduction to spell chains of text, dictate dates and amounts and the TTS function to dictate almost any kind of information to the user.

Enable or disable the IVR flow as needed

All changes, such as enabling the flow or small modifications, will be made in real time.

Reports module will allow you to monitor calls flow by means of the different IVR options in order to analyze the preferences of the customers, optimize the resources and improve your strategies to offer a better service.

IVR Main Characteristics:

• Scalable to hundreds of ports.
• Windows Server operating system.
• Variables management.
• DTMF detection.
• ANI capture.
• DID capture.
• Access to any database.
• Graphic environment oriented to blocks.
• Open architecture.
• Date, amount and spelling variables.
• TTS technology.
• Call recording.
• Call transfer to external numbers.
• Call transfer for CenterWare Xion ACD groups.
• On-fly changes.
• Call statistics by menu, browser, transferred calls and call detail.
• Compatible with VXML.

CenterWare Xion IVR module also is capable of working independently since it can be integrated with most of the switchboards of the market and allows controlling the flow of the received calls by routing them to each department or extensions.

Increase the quality of your service, implement CenterWare Xion IVR!