Noble-Amcat Call Centre IVR Software: self service IVR systems with ACD software integration for inbound customer service and outbound contact.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) software uses both touch tone (DTMF) or voice commands to: (1) Route calls working in conjunction with the ACD, (2) Provide information to the caller, (3) Collect information and user input, (4) Perform processes such as providing an account balance.

IVR Self-Service is used for inbound customer service or sales and for outbound contact.

IVR Key Features

The Noble-Amcat IVR Self Service Application Builder provides:

Point and click interface and customised scripting capabilities
Access to ODBC standard databases
Allows contact centre managers to create sophisticated call flows that enhance services, automate complex processes and save costly agent resources
Dynamic routing based on skills, priority, and service level
Automated information retrieval and update
Leave message in an agent mail box
Automated attendant
Touch tone control
Play message including greetings and announcements, advertising, text-to-speech, speech recognition

Achievable Benefits

Increased operational efficiency is realised by both the consumer and the contact centre through well constructed self-service applications. IVR helps alleviate the following contact centre challenges:

High call volumes at peak times
Excessive hold times during these periods
Agent turnover and quality issues
Requirements to automate outbound processes

Self Service

IVR Self service supports large volumes of contacts without requiring costly agent resources and provides:

Timely, automated resolution of customer enquiries
Available agents to handle more complex calls
Organised and consolidated data and information flow
Automation of complex processes
Extended operational hours without increasing staff
Customised call flow scripting which eliminates routine, repetitive and costly tasks from the agent agenda
Low-cost multilingual customer support
Voice mail, message delivery and fax on demand
Outbound call efficiencies without agent resources

A Closer Look

Inbound self-service allows callers to interact with the organisation during and after hours typically without the need of an agent resource. The growth of inbound IVR self-service is being driven by increased phone volumes, customer satisfaction derived from faster, more efficient service, and operational cost savings through self-service applications.

Outbound IVR messaging allows the person called to answer questions, take surveys and more without the need for an agent resource. Outbound IVR facilitates a range of markets including collections, telesales & lead generation, fund-raising, market research and medical studies, subscription services, alerts, group & community communication. Calls can takes two forms:

Initiated by a live agent who starts the call and then launches the IVR to automate a portion of the call.
Started in an automated mode with the person called being provided with a list of options that includes voicemail, entering or receiving information, or speaking with a live agent.

The Amcat IVR allows callers to interact with critical data in various databases. The IVR system can also gather caller information such as product orders, credit card information, and market surveys, as well as provide account or product information.