Technology : IVR

Interactive Voice Response (IVR):

It may be cost prohibitive to have live agents handle some types of inbound customer service calls.  However, with Centris’ sophisticated inbound teleservices, we can automate the process and directly interface with your IT systems to update your database with appropriate information.

Centris’ Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate agent or process.  The Centris IVR system accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, callback, e-mail and perhaps other media.

The application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later handling.  Using computer telephony integration (CTI), Centris’ IVR applications can hand off a call to a human being who can view data related to the caller at their display.

Common IVR applications include:

• Automate account information, balance inquiry, and simple transactions, like transfers or payments.
• Manage surveys and polls
• Simple order entry transactions
• Automate incoming calls from subscribers requesting their newspaper delivery be put on hold while on vacation.
• Selective information lookup (movie schedules, etc.)

IVR benefits:

• Backed up by easy access to an agent to help if the caller has difficulty.
• As little as 1/5 of the cost of agent handling.
• Positive impact on your program ROI.