Custom IVR Systems

IVR (Interactive Voice Response) is a technology that enables callers to interact with computers via telephone.

Callers can interact with IVR systems by pressing digits on a telephone keypad or by speaking simple commands to answer the computer's voice prompt. The IVR system responds with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any funstion where the interface can be broken down into a series of simple menu choices.Many large corporations have them, but they have been out-of-reach for most small companies until now.

ProTel NetWorks is now designing and installing IVRs for the small business. Because these IVRs are created and maintained here at ProTel, both the cost and turnover time are extremely low. Also the custom IVR solution provided by ProTel will dramatically reduce the cost of common phone calls to and from your company.

Why Should you deploy an IVR Solution

A recent Dataquest survey found that IVR deployment can do the following:

• Reduce call volume handled by agents by >20%
  
  
• Reduce queue times by 30 seconds or more
  
  
• Reduce abandon calls by more than 35%
  
  
• Increase customer satisfaction by 20% or more
  
  
• Allow customers 24/7/365 access to the information they WANT!!!
  
  

ProTel safe your cost per call

With ProTel you can:

• Automate calls
  
  
• Scalability on demand
  
  
• Increase call volume
  
  
• Reduce Call Center staff
  
  
• Reduce customer hold time
  
  

All IVRs can be customized depending on the needs and requirement of each cusotmer. Information collected from the caller can be changed. Some companies may want to collect on an invoice or order number, others would want callers to use their main billing telephone number.

All systems can be integrated into a current customer SQL database. If the customer does not have a database, we can use MySQL, MSDE, or even MS-ACCESS to run these applications. This is an excellent way for a customer to begin moving to a database if they don't already have one.

Applications

Below are some common applications.

• InBound
  
  
  • Surveys/Polls
    Collect recorded data pr yes/no, true/false or multiplec choice input.
    
    
  • Dealer/Store Location
    access to the nearest dealer/store location
    
    
  • Call Routing
    Automatically rout call if caller's status is flag
    
    
  • Status and Tracking Information
    
    
  • Auto Dispatcher
    An employee calls in and enters in their employee ID and is played a recording of their job instructions for the day.
    
    
  • Account Balance and Tranfer
    Check balance from one account and transfer to another
    
    
  • Time Attendance checking
    Employee call into system to check in/out for time sheet database updates
    
    
  • Registration
    Register membership
    
    
  • Drug Info. Line
    Information and prescription pick up
  
  
  
• OutBound
  
  
  • Message Delivery
    System will take your listing and call your customers and play an automated message, giving them options to do other IVR applications or connect to a live person.
    
    
  • Status Notification
    Notify membership/order status
    
    
  • Appointment Confirmation
    To remind customer and confirm the appointment
    
    

Demonstration

For demonstration on how IVRs works, dial our demonstation hotline at 801-303-4292 now. Numbers required by the demo are as follows:

Variable	Numbers	Application
Phone Number	1234567	Auto Dispatching
Account number, Customer ID, Receipt Number, Agent ID	12345 or 54321	Credit Hold Routing, Appointment Confirmation, Car Ready Notification, Survey
Property ID	33333	Survey

For more information, please contact your ProTel sales rep, or contact Thomas Odom (CTI Specialist), at 801-303-4261.