IVR

IVR for inbound and outbound The same tool is used for inbound and outbound IVR (where regulations allow) IVR

Standard functions – into IVR Capture DTMF Record speech IVR

Standard functions – out from IVR Text-to-speech “Hello…” Play message “We’re sorry…” IVR Transfer

Live and IVR agents IVR IVR virtual agents have the same call handling features as live agents. Calls may be freely transferred between live and IVR agents.

Visual flow designer Drag and drop interface from standard component library. Requires no programming skill to create complex flows.

Single tool for IVR and live agents Scripter Script flows for both IVR and live agents are created using the same Scripter tool

Database queries & updates Script components to query any SQL database IVR can feed data back into database IVR

Data travels with the call On transfer to agent, any DTMF tones, recorded speech or data gathered travels with the call, and is instantly available to the agent script IVR

PCI compliance Call recording is automatically paused when card and account numbers are being entered, and restarted when the process is complete IVR

Dynamic script update v1.0 v1.1 IVR Scripts are updated on the fly with no restart required. The updated script is picked up at the start of the next call session. IVR v1.0 v1.1

Text-to-Speech engine Integrate any SAPI Text-to-Speech engine 3rd party TTS IVR

Integrate any SAPI Speech Recognition service 3rd party ASR IVR

Doorway to other apps Easy Flexible 3rd party apps IVR For example, a web payment processing application IVR