Interactive Voice Response (IVR) systems are typically used in conjunction with ACD (automated call distribution) systems as part of a larger call flow scheme to improve the customer calling experience, reduce costs and service high call volumes. Call centers frequently use IVR systems to identify and segment callers and generally provides the caller with a menu of options such as:
- Choose an automated service
- Opt out to speak to a call representative
- Choose to wait in a queue
- Leave a voice message
- Request a callback
Typically, the IVR is accessed by callers dialing a local or toll-free number (800, 888, 866, etc.) and can also be accessed from international toll-free (ITFS), UIFN (universal free phone), and local (DDI) numbers. Depending on the number called (DNIS identification); the correct application will be executed by the IVR system in the correct language.
In many applications, the caller ID (the ANI) will be captured on an inbound call and compared to a customer database that is tied in with the IVR system and provides the call center agent with a screen pop displaying the customer information. In cases where the ANI is withheld or unavailable, the caller could be asked to identify themselves by other methods such as PIN numbers.
Based on Asterisk Voice over IP technologies, the DOW Networks IVR solution also provides the following features and functionalities:
- Hosted remotely via SIP trunking
- Can be integrated with voice mail, "find me" and click-to-call features
- Easily programmable through a graphical user interface (GUI)
- Recordings can be easily stored and attached as wave files
- Easily integrated with all the reporting and monitoring features of the DOW Networks ACD system
