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IVR
Have you been challenged to gain efficiencies, improve customer satisfaction, or better manage costs associated with delivering customer care? We have. That’s why we created the Telvista Automated Agent, a web-enabled Interactive Voice Response (IVR) system.
This cost-effective solution can be used to meet critical business objectives:
Improve customer satisfaction
Reduce costs
Enhance efficiencies
Collect essential data
Fulfill customer requests
Facilitate self-service
The Telvista Automated Agent includes the following features:
Interactive, unified phone and web interfaces
Database connectivity
Voice-print recording/retrieval
Outbound calling (including web-enabled call-back)
The Telvista Automated Agent acts as a front-end to customer inquiries by performing incoming call triage and delivering on-hold announcements. Through integration with our telephony system it enhances Computer Telephony Integration (CTI) capabilities by capturing data associated to the caller. Furthermore, using the Telvista Automated Agent for post-call satisfaction surveys, provides a customer satisfaction measurement and helps you identify areas for improvement.
Equipped to take General information requests, the Telvista Automated Agent can answer Frequently Asked Questions (FAQs), offer locator services, and facilitate new account activation, verification, and updates. It can also perform credit card authorization and processing, order entry and fulfillment, order information lookup, and order status updates. Finally, use the automated agent for market research, lead generation, automated surveys, and polling.
All data points, from time of interaction to information collected, are captured in a database. This data is made available real-time, via the Internet, in a tabular format making it easy to download or import into your preferred reporting system or data warehouse.
We use a contemporary Web and telephony network architecture supported by 24-hour monitoring and backup power. Telvista also provides 24-hour on-call support and executes ongoing software and system updates.
In addition to hosting and managing the system, Telvista offers development and design services using the latest in IVR best-practices. We also have skilled development and systems/database integration professionals who can make your vision a reality when implementing your Telvista Automated Agent solution. Telvista can even supply professional voice talent.
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