Interactive Voice Response (IVR)
Innovative has integrated Interactive Voice Response (IVR) within our SBN solutions. IVR is an automated technology that allows computers to interact with humans through the use of voice and keypad tones. With IVR, SBN can respond to certain alarms in the alarm queue with automated voice messages.
Quickly set up IVR call flows
With IVR, users can set a variety of call flows with pre-defined actions for how to handle certain alarms. After a user determines which alarms IVR should handle, it automatically responds. Users determine how it responds by zone types, branch profiles, and dealer profiles. This also includes which action plan to use, contacts to call, and in what order.
Complete IVR, call routing, and reporting in one platform
IVR increases operator efficiency by combining core call center functionality into one platform. By optimizing your IVR, you can reduce alarms to your call center personnel. Automating repetitive signals eliminates wasted productivity. This keeps operators from working signals such as low battery to power failures so they may work higher priority signals.
Multi-lingual
Speech and prompts are also multi-lingual for easy transition and use within many geographical areas. When a client receives a call, they can listen and communicate with the IVR in their primary language. When your clients need to speak to an operator, the IVR can switch them to a person who is also native in their language. This allows for easy transition into global market around the world creating growth for your business.