During the evening, we redirect twelve of the ports to perform this out-calling task. This is accomplished by obtaining a call list once a week from a pre-designated computer network directory. A second IVR application runs simultaneously. The application provides customer's the ability to check the status of their account with a touch tone telephone. For example, last payment received, balance due, balance forwarded, last meter reading, next billing date.
Many companies provide technical support services under an annual service agreement.
Customers not participating in the annual service program pay for support on a time and materials basis. Spectrum has developed an IVR program for PIN number access to technical support. Depending on the PIN number, access to technical support can be totally denied, denied during certain hours of the day, or callers can be automatically redirected to the sales department to negotiate payment terms. This program allows company's to generate a consistent revenue stream for costly technical support services. This application can also be tied to an on line database for dynamic allocation of incoming support calls.