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IVR System

IVR solution enables CC agents to spend quality time on making successful business interactions.

Automation of operations - IVR takes care of callers seeking account balances, process transactions, balance transfers, flight timings, or just promotional schemes. Efficient management of agent workforce reduces the need for additional expenses on staffing and training.

IVR Designer - IVR designer, configuration of call flows on-the-fly for end-to-end caller experience is easy.
Simple drag and drop abilities do not require knowledge of complicated programming constructs.

3rd-party database interfaces- IVR offers tighter integration with third party databases and allows agents to obtain the right information immediately being fetched from the underlying DB.

Reduced wait time - IVR enables reduction of caller wait times with the help of flexible call queue management. Callers are informed of estimated wait-times so they can call back at specific time and do not waste their time waiting during busiest hours of the day. Supervisors can monitor and manage call queues to ensure that agents are uniformly distributed across queues.

Real time and updated information - With IVR there is reduced dependence on humans for information retrieval and record searching, as the automatic IVR does all the work.

Ease of operations scale-up - IVR solution makes scaling up easier to manage at low cost and does not require heavy investment at the onset or during capacity upgrades.

Easier management - Storage and search of voice records becomes simpler based on varied formats and parameters respectively.

Comprehensive reporting for supervision and QM - GUI, web-based, real-time reports for productivity and performance management.

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