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Proton Telecom
Suite 14,
Old Anglo House,
Mitton Street,
Stourport on Severn,
Worcestershire,
DY13 9AQ
Tel: 0843 185 6262
info@protontelecom.co.uk
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IVR Platforms |
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IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are: telephone banking, televoting, and credit card transactions. Large companies use IVR services to extend the business hours of operation.
Call centers use IVR systems to identify and segment callers. The ability to identify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback. The use of computer telephony integration will allow the IVR system to look up the caller line identification (CLI) on a network database and identify the caller. In the cases where CLI is withheld or unavailable, the caller can be asked to identify themselves by other methods such as a PIN or password.
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