Intelli ivr

Manage Information Interactively Using Phone

Interactive voice response (IVR) systems act as an interface between your customers and your business information systems. Callers typically use touch-tone or speech recognition (depending on the application and environment) to interact with the system, retrieving and submitting data from databases and 3rd party networks.

These solutions are designed to make your business processes and communication more efficient - improving your customer service levels whilst simultaneously reducing your costs. IVR software enables companies to build custom Interactive Voice Response (IVR) systems, which can be used to provide automated self-service to inbound callers. IVR enables callers to interact more intuitively with automated phone systems, while at the same time providing significant cost reductions over human operators.

Interactive Voice Response System (IVRS) is the generic term given to applications that integrate an organisation's telephone and computer system to become a voice computer that transforms the caller's telephone into a terminal capable of directly accessing information and services. Interactive Voice Response (IVR) systems allow the publishing of corporate database information through an interface familiar to everyone, the phone. It is a database interface technology, combining computer telephony hardware (a PC or server with telephony interface cards) and software. It allows a person to ask questions and provide answers by pressing keys on their touch-tone phone.

With the Interactive Voice Response (IVR) capabilities you can automate some or all of your customer interactions. IVR gathers customer information and matches it with data from back-office systems to fulfill customer enquiries or requests without the need to transfer to a live agent( actual person). Your customers can find quick answers to basic questions and avoid long hold times and your agents/professionals are afforded more time to handle complex, potentially revenue generating interactions.

Keeping in view the objectives of an Educational Institute Drish has developed a solution for hosting IVR application for Schools/Colleges/Institutes.

The Solution

Drish has developed a contemporary solution for Educational Institutes to provide its customers (Students/Parents) online information over phone interactively. This application can further be expanded to include other members of the eCoSystem like Vendors/Teachers etc.

And Above all this will be a customized solution for you. The solution will include a customized IVR application as described below.

Teachers and administrators can take advantage of call processing by inputting a student’s progress, List of absent students, Holidays, exam schedule, fee defaults, even timetable so that a parent/student may access this information over the phone at any time. A system could then provide a verbal reply related report/attendance status/grades a student has earned in each class etc etc. More sophisticated applications would allow the teachers to record a voice message to the parents which details concerns, congratulations, or a request for a conference.

IVR Applications are of two types Inbound where user calls the IVR system using a phone and get the information and second Outbound where server calls to the user, on the given phone, in a particular defined condition

Sample Inbound and outbound flows are

Application is developed for Inbound and outbound calls with given flow.

Sample inbound flow is like this:

Main Prompt( ie the voice played when the IVR system picks your call):

Welcome you to our schools IVR service.  This service provides you the answers by pressing keys on your touch-tone phone.

To know your ward’s today’s  attendance press 1
To know current session’s holiday list press 2
To know next coming terminal exams date. Press 3
To listen to the service or to go back to the main menu press 4.

If user press 1. then

Please enter your ward’s registration number.

System tells
Your ward is Present today
Or
Your ward is Absent today

If user press 2 then
List of holdays prompt play. ( Prompts are pre-recorded voice notes)

If user press 3 then 
Date of Exam Prompt Plays

Thanks for using this service.  Have a nice time.

And Sample Outbound flow is like this

We are calling from your ward's school.  Today, your ward didn't came to school.  If the absence is authorized by you then press 1 otherwise press 2.

If user press 1. then
Please send the leave application to respective class teacher. Have a nice time

If user press 2 then
Kindly meet the Class teacher. Have a nice time.

Benefits and Application Area

Popular applications include contact centre management, automated credit/debit card payments, accounts, self-service and data capture.

IVR transaction costs can be up to 80% lower than using live operators, and provide a more accessible alternative to online transactions.

Basically it informs customers while they are waiting, providing options for messages or live agents. Your customers save time waiting in queues and are made to feel that choice has been put back into their hands.

From a business perspective there are many business benefits from reduced staffing expense, better capacity management through the ability to route calls by agent skills and customer value. Also there is the benefit of real time access to information and direct feedback from customers through marketing surveys either while waiting for an agent connection or after a live call.

Better Relationships

Information at doorsteps through phone.