1. IVR

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

3. Standard functions – into IVR
Capture
DTMF
Record
speech
IVR

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

5. 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.

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

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

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

9. 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

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

11. 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

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

13. Integrate any SAPI Speech Recognition service
3rd party
ASR
IVR

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