IVR

The IVR enables com­plete con­trol of incom­ing and out­go­ing calls in the com­pany and con­trols the pro­cess­ing and dis­tri­b­u­tion of calls in close inter­ac­tion with the ACD (auto­matic call dis­tri­b­u­tion). By means of an exten­sive range of indi­vid­u­ally con­fig­urable fea­tures, call flows can be pre­cisely tai­lored to the calls.

This begins with auto­matic call accep­tance and a friendly greet­ing and can be sup­ple­mented by situation-​specific action announce­ments and notices or even alarm mes­sages. The fea­tures of an IVR also allow com­plete con­trol over the wait­ing fields of hot­lines with treat­ment options accord­ing to cal­en­dar, time of day or cur­rent work­load. In an IVR, data and infor­ma­tion can be auto­mat­i­cally queried from the callers; in the sim­plest case, these queries are answered with DTMF inputs. An exten­sion in the direc­tion of a lin­guis­tic input of key­words is pos­si­ble, up to a lin­guis­tic inter­ac­tion with a voice bot with a nat­ural lan­guage under­stand­ing (nat­ural lan­guage under­standig).

An IVR has var­i­ous inter­faces through which, for exam­ple, data­bases or other back-​end sys­tems can be addressed, enabling indi­vid­u­al­ized ser­vice of callers via situation-​specific pro­cess­ing up to the fully auto­mated pro­vi­sion of ser­vices.

• Increased acces­si­bil­ity thanks to auto­mated ser­vices – inde­pen­dent of ser­vice and open­ing hours – for sim­pler requests with­out rou­tine needs
• Cost sav­ings thanks to the fun­da­men­tal ser­vice relief

• Increase in employee effi­ciency thanks to the reduc­tion of inter­nal cus­tomer call for­ward­ing rates
• Increase in cus­tomer sat­is­fac­tion thanks to the reduc­tion of wait­ing times

The Dynamic Flow is the cen­tral work­flow engine with voice por­tal func­tion­al­ity of IP Dynam­ics. It con­trols the pro­cess­ing of con­tacts from all com­mon sources and media. All chan­nels con­verge here. Even the inte­gra­tion of exter­nal IT resources is pos­si­ble. The inter­ac­tion with our Dynamic Brain and Dynamic View is the ideal com­bi­na­tion for the per­fect han­dling of your com­mu­ni­ca­tion chan­nels.