IVR

The Opencomm IVR Self Service Application provides:

• Dynamic call routing: skills, priority, and service level
• Point and click interface with custom scripting capabilities
• Access to ODBC standard databases
• Automated attendant, information retrieval and update
• Touch tone control
• Play messages: greetings, advertising, text-to-speech, speech recognition

Benefits
Increased efficiency is realized by both the consumer and the contact center through self-service applications. IVR helps alleviate the following challenges:

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