# Presentation: 704076

## USA Services  IVR OverviewPresentationApril 13, 2005

**USA Services **** ****IVR Overview****Presentation****April 13, 2005**

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## IVR 101

- Interactive Voice Response Units (IVR)/ Voice Response Unit (VRU)
- IVR/VRUs are highly scalable contact center applications/solutions
- Robust enough to support millions of calls/day
- Both Inbound & Outbound Capabilities
- Easily Integrated with User Databases
- Speech recognition allows callers to control applications by talking to them
- Ranges from “Press or Say 1” up through “What can I do for you today?”
- Text To Speech Capabilities
- Retrieve data from a database
- Read it back to the caller
- Quality has improved dramatically over the past few years
- Real-time Customized Web based call data reporting
- Integrated  with Call Center ACDs

## Types of Applications

**Multi-lingual**
- English/Spanish/Others
**Touchtone (DTMF) or Speech Recognition**
**IVR only self-service applications**
**IVR together with Contact Center**
- Before agent interaction: Complex call routing – route to multiple centers, CTI integration
- After agent interaction: Follow-up information, automated disclaimers, client satisfaction surveys
**Fulfillment name and address capture**
- Literature/Collateral Distribution
**Surveys/Polling**

**Appointment Setting**
**Applicant/Employee Screening**
**Card Activation**:
- Credit Cards/Affinity Cards/Preferred programs
**Backend data integration**
- Control application flow
- Read back data to callers
- Process & Submit Transactions
**Warranty Information: Service out of warranty customers with Troubleshooting tips**
**Outbound Alerting/Messaging**
- Proactive Customer Service
- Emergency Broadcasting
**Reverse Phone Number lookup to identify callers**
- Reduce handle time
- Improve customer satisfaction

## Sample I/B Applications 

***Order Status Inquiry***
- Concatenated Speech
- Live Interaction (citizen/customer)
- Text to Speech (data dip)
***Automated name and address capture***
- Pre-recorded Script/Concatenated Speech
- ANI/DNIS Lookup
**A**utomatic **N**umber **I**dentification (CallerID)
**D**ialed **N**umber **I**nformation **S**ervice (last 4 digits/routing/scritping)
- Live Interaction (citizen/customer)
- Text to Speech (data dip)

## Sample O/B Applications

- Event Driven Communications (pro-active)
- Custom Message for each Customer (based on data)
- Call Routing to Live Agent (if needed/necessary)
- Data Gathering/Survey Capability
- Real Time Links into Customer Systems
- Text to Speech/Speech Recognition
***Pollen Alert Service***
***Home Heating Oil Delivery Confirmation***
** **

## Client Configurable

- Web interface to provide the client with control over the IVR
- Activate/deactivate portions of the IVR script
- Change application parameters due to current/real time events
- Change call flow “on the fly”
- Examples
- Mortgage company changes whether the IVR quotes current rates or those calls go through to the call center based on current volume of calls
- Consumer products company determines which product model inquiries get transferred to the call floor
- Financial institution manages credit score thresholds to control the volume of calls into the contact center
- Home heating oil company controls automatic scheduling of preventative maintenance appointments during peak season

## Benefits

- Never closed
- Support your citizens 24/7
- Allows simple issues to be solved by IVR while agents handle the more complex and sensitive issues
- Saves costs
- Allows citizens to self-service on their own schedule
- Access to information, FAQ
- Self-Schedule appointments
- Locate their nearest office/agency