What it is
Network Based Interactive Voice Response (IVR) Services deliver personalized customer experiences by helping to route callers to the right resource the first time.
Call preprocessing
Network Based IVR Services preprocesses calls for routing without impacting your bandwidth, customer premises equipment (CPE) or agent resources.
Automated attendant
The automated attendant uses a combination of customer menu inputs, originating automatic number identification (ANI) technology, time of day, look-ups to your in-house databases, caller-entered digits and destination labels provided by your systems.
Intelligent routing
Call preprocessing and the automated attendant work together to help route your inbound calls to the right resource.
Benefits
Advanced routing
Direct callers to the right resource with routing options and comprehensive tools for visibility and control.
Personalized experiences
Provide choices, collect information and route callers to the appropriate resource to help reduce customer frustration and increase first-resolution interactions.
Self-service
Self-service IVR applications can enhance the overall customer experience and may significantly improve your contact center productivity.
Routing control
If you have multiple contact centers, Network Based IVR Services can help them act as one by routing calls to different departments through toll-free numbers.
Cost control
Pay for only what you need and you don’t have to invest in or manage on-premises equipment; therefore, the service can be reported as an operating expense, not a capital expense.
Features
Call center unification
Present a single entry point for callers so it appears that you have a single call center rather than multiple centers.
Advanced routing
Take advantage of our advanced routing options and comprehensive tools for visibility and control.
Database integration
Our intelligent call routing capabilities include the ability to integrate with in-house databases.
Control costs
The costs for all IVR features are included. Use the features you need, when you need them. There are no additional fees for changing features or using new features.
Virginia Department of Health
The Virginia Department of Health used our Network Based IVR Services and Virtual Contact Center solutions to facilitate its ability to schedule vaccinations.