Hosted Interactive Voice Response (IVR

By: Nuvoxx Communications  09-12-2011
Keywords: Interactive Voice Response, Interactive Voice

Does your contact center get flooded with seasonal call volumes?

Do you route calls to multiple contact center sites based on skill or percentage based routing?

Do you need to implement self-service options but do not want to invest in expensive equipment, licenses and development resources?

Implementing or moving to a hosted IVR solution can help you accomplish all of these and many other goals – without incurring the capital expenditure of having to buy the solution. Hosted IVR is a cloud-based interactive voice response system for servicing your customers. It is hosted and managed by us and it seamlessly integrates to your existing contact center operations. The IVR will not behave or feel any different than a solution you would implement on-premise. Customers calling into the system will not hear any difference. In fact, because of the features and capabilities of our purpose-built platform and extensive experience of our dedicated IVR development team, the overall customer experience will probably be better.

Below are some benefits of our cloud-based Hosted IVR services:

  • Faster deployment and change implementation
  • Better control and flexibility
  • No infrastructure – Cloud based / SaaS model
  • No support / licensing costs
  • Pay-per-use billing structure
  • No dedicated development or maintenance personnel
  • No ongoing telecom overhead or long distance costs
  • Lower Total Cost of Ownership (TCO)
  • Improved Customer Satisfaction
  • More built-in features
  • Extremely Scalable
  • Improves efficiencies of contact center agents

NuVoxx Cloud-based Hosted IVR Diagram

CRM-integrated Hosted IVR

The true power of Hosted IVR is in ease of integration with external data sources such as databases and CRM systems. Whereas integration between proprietary on-premise IVR systems can be difficult and cumbersome to orchestrate, the NuVoxx hosted IVR platform can easily tap into any data source to pull and push data. This allows the NuVoxx Hosted IVR solution to query and update the information in real-time to better service the callers. This is particularly applicable in some of the following scenarios:

  • Account Balance look-up
  • Balance Payment
  • Account changes
  • Customer Authentication
  • Capture Customer ID to enable agent screen-pop

Keywords: Interactive Voice, Interactive Voice Response

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