Interactive Voice Responce (IVR) features

The main features are:-

1-Easy to Install and Configure - simple instructions and tools designed for administrators who are not experts with telephony systems. Graphical tools allow for easy system management.

2-Unlimited fully featured voicemail boxes, with message forwarding to other telephones, message forwarding to email accounts and pager notification. Voicemail broadcast lists. Scripted Voicemail system allows for full customization of the Voicemail features to meet individual customer requirements.

3-Email sending with attachments.

4-Easy to use Voicemail System Manager.

5-Authentication:-

5.1- Call centers use IVR systems to identify and segment callers.

5.2- The ability to identify customers allows services to be tailored according to the customer profile.

5.3- The system may obtain data from the database to help identify or authenticate the caller. This is currently available for about 80% of inbound calls.

5.4- Additional caller authentication data could include account number, personal information, and password or even voice print in some advanced systems.

5.5- The use of caller ID ensures that the correct application and language is executed.

5.6- A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script.

Other IVR features:-

6- Prioritization:- In a system wherein individual customers may have a different status, the service will automatically prioritize the individual's call and move customers to the front of a specific queue. Prioritization could also be based on the Caller ID.

6.1- IVRs can integrate with each other, i.e. an IVR can route the call to another IVR system.

6.2- In addition to interacting with information systems and databases, IVRs will also log call detail information into its own database for auditing, performance report, and future IVR system enhancements.

6.3- IVR systems can integrate with CRM applications to provide other functions aside from interacting with databases and       providing information.

7- Automatic Call Distributer (ACD):-

7.1- IVR systems have the feature of routing calls automatically without prompting for input.

7.2- IVR can play announcements and request an input from the caller. This information can be used to profile the caller and route the call to a special agent       who handles this particular caller.

7.3- For example, in stock exchange companies, a client may have an account manager who handles this client’s transactions. So, when this client calls, ACD automatically routes the call to his account manager.

8- Out Bound Calling:- IVR systems are more intelligent than many predictive dialer systems, and can use Call Progress Detection to recognize different line conditions as follows:-

8.1- Answer (the IVR can tell the customer who is calling and ask them to wait for an agent).

8.2- Answered by voice mail or answering machine (in these circumstances the IVR system can leave a message).

8.3- Fax tone (the IVR can leave a fax message).

8.4- Divert messages (the IVR will abandon the call).

8.5- No answer.

Other IVR features:-

9- Automated Attendant:- Automated Attendant (AA) allows callers to be automatically transferred to an extension without the intervention of a human. Many AAs will also offer a simple menu system ("for sales, press 1, for service, press 2, etc.). An auto attendant may also allow a caller to reach a live operator by dialing a number. Modern AA services can route calls to extension, voicemail, mobile phones, VoIP virtual phones, other AAs/IVRs, other locations using traditional land-line phones or go to a sub menu.

10- Contact Centers: The first thing that pops up in your mind when talking about IVR.IVR genuine purpose was to enhance and develop contact centers services.

11- IVR integrate with infrastructure for the major brands such as (Avaya, Cisco, Panasonic)

12- With IVR you will use the same infrastructure you already used on you company.

13- IVR can be integrated with other telecommunication model such as SMS gateway.

14- Support different types of data base.

15- IVR integrates with .NET framework.