ProStar Smart8
800 Call Routing - Features

IVR
The IVR capabilities can be completely customized to meet the specific needs of any customer; including customizable greeting, surveys and polls, call center forwarding, and simple order entry transactions. Callers can navigate self-service menus to diminish the number of calls that need to be serviced by live agents.

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. The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realised that access to voice services is impulsive and readily available. This is due to the high penetration of mobile phones.

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. (At a suitable time and telephone number) The use of CTI(Computer Telephone Integration) will allow the IVR system to look up the CLI (Calling Line ID) on a network database and identify the caller. This is currently accurate for about 80% of inbound calls, but will increase as mobile phones become more popular. 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. The use of DNIS (Dialled number information services) will ensure that the correct application and language is executed by the IVR system.

Voice Activated Diallers. (VAD) Voice activated IVR systems are now used to replace the switchboard or PABX (Private Automatic Branch Exchange) operators. These are used in many hospitals and large businesses to reduce the caller waiting time. An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.

Entertainment and information. The largest installed IVR platforms are used for applications such as voting in TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. IVRs have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts, crossword answers, and the whole spectrum of adult entertainment.

Anonymous Access. IVR systems also allow callers to obtain data relatively anonymously. Hospitals and Clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.

Clinical Trials. IVR systems are used by large pharmaceutical companies to conduct global clinical trials and manage the large volumes of data generated. The application used by the IVR in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include patient randomization and drug supply management.