Automated Telephony Systems
Introduction
ContactWorld has a modular architecture that is ideal to build telephony solutions such as IVRs, automated data collectors, customer and HR surveys, voter registration, automated payment, information and emergency messaging systems...
The solutions range from straightforward IVR messages that you can configure and manage yourself, to the most sophisticated solutions that combine IVR messaging with PCI DSS compliant card transactions and more.
NewVoiceMedia solutions are used by companies such as Tesco Property Services to give automated information about a house for sale to prospective buyers. They are use by ticketing companies such as TelSecure, and by Parcelforce Worldwide to take secure card payments before shipments leave customs.
The Hosted Telephony system can be used to enhance an existing call centre. For example, it can provide the customer prompts to get a card ready before connecting through to the agent, saving 20 seconds a call adds to a huge increase in productivity and provide the agent with more satisfying, added-value work, thus reducing agent churn.
Features
- Hosted IVR applications as a Telco service (PSTN/VoIP)
- Interactive Voice Response (IVR)
- Automated data collection, customer and HR surveys, voter registration, automated payment, information and emergency messaging...
- Secure integration with remote databases
- PCI DSS Compliant Transaction Processing
- Drop Out to Automated Call Distributor (ACD)
- Computer Telephony Integration (CTI)
- Call recording, monitoring and statistics
...and much more!
Benefits
- Allow outsourcing of selected calls
- Security and fraud prevention
- Resilient Telco solution
- Reduced integration costs
- Lower cost of collecting data and routing calls
- Improve profitability, move from Capex to Opex
- Usage based pricing (Telephony as a Service)
- Scalability and rapid changes
- Improved caller experience and reduced customer churn
An example of an IVR call plan for a football match ticketing application.
