Custom IVR Systems

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.

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